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Table 7 The relationship between patient satisfaction with complaints handling by the committee, the hospital management and the professional and the decision on the complaint on the one hand, and the feeling that justice had been done on the other hand (N = 279)

From: Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences

Dependent variable: feeling that justice had been done adjusted R2 = 0.42
Independent variables Beta (standardised) (p-value)
Satisfaction with complaints handling by Committee 0.32 (0.000)
Satisfaction with complaints handling by Hospital management 0.15 (0.009)
Satisfaction with complaints handling by Professional 0.21 (0.000)
The decision on the complaint (1 = complaint was well-founded, 0 = other decisions) 0.22 (0.000)