|
Independent variables
| |
|
Independent variables in the equation
|
Beta (standardised) (p-value)
|
|
- Committee showed an impartial attitude
|
0.45 (0.000)
|
|
- Committee showed sympathy for what the patient had been through
|
0.13 (0.013)
|
|
- Committee gave clear information about the procedures
|
0.14 (0.006)
|
|
- Committee made recommendations to hospital to make changes
|
0.16 (0.002)
|
|
- Committee responded swiftly
|
0.11 (0.032)
|
|
- Gender of patient (male (1), female (2))
|
0.14 (0.003)
|
|
- Impact of the incident underlying the complaint (0 = no harm to 3 = harm in three areas)
|
- 0.10 (0.037)
|
|
Independent variables not in the equation
|
B if put in model (p-value)
|
|
- Respectful treatment by committee
|
0.07 (0.195)
|
|
- Committee listened to patient's account of what had happened
|
0.10 (0.062)
|
|
- Committee investigated the incident
|
0.10 (0.068)
|
|
- Committee made a decision on the validity of the complaint
|
-0.02 (0.678)
|
|
- Committee explained the rationale for the decision
|
0.04 (0.480)
|
|
- Committee gave the opportunity to provide a personal account of what had happened
|
-0.01 (0.813)
|
|
- Level of education (1–5)
|
0.01 (0.907)
|
|
- Age (years)
|
-0.02 (0.686)
|
|
Dependent variable: Satisfaction with hospital management
|
adjusted
R
2
= 0.31
|
|
Independent variables in the equation
|
Beta (standardised) (p-value)
|
|
- Hospital discussed the complaint with employees
|
0.42 (0.000)
|
|
- Hospital reported what corrective measures had been taken
|
0.20 (0.001)
|
|
- Impact of the incident underlying the complaint (0 = no harm to 3 = harm in three areas)
|
- 0.16 (0.004)
|
|
- Gender of patient (male (1), female (2))
|
0.11 (0.045)
|
|
Independent variables not in the equation
|
B if put in model (p-value)
|
|
- Level of education (1–5)
|
0.10 (0.087)
|
|
- Age (years)
|
0.01 (0.904)
|
|
Dependent variable: Satisfaction with medical professionals
|
adjusted
R
2
= 0.33
|
|
Independent variables in the equation
|
Beta (standardised) (p-value)
|
|
- Professional showed sympathy for what patient went through
|
0.21 (0.004)
|
|
- Professional offered an apology
|
0.22 (0.002)
|
|
- Professional explained how things had happened
|
0.15 (0.022)
|
|
- Professional made efforts to restore the relationship
|
0.17 (0.010)
|
|
- Impact of the incident underlying the complaint (0 = no harm to 3 = harm in three areas)
|
-0.14 (0.013)
|
|
Independent variables not in the equation
|
B if put in model (p-value)
|
|
- Professional admitted an error if an error was made
|
0.10 (0.153)
|
|
- Gender of patient (male (1), female (2))
|
0.61 (0.280)
|
|
- Level of education (1–5)
|
-0.00 (0.949)
|
|
- Age (years)
|
-0.05 (0.420)
|
