Table 2 Comparison between patients' initial expectations and patients' final experiences of the complaints committee, expressed as percentages of patients (N = 279)
Procedural conduct | Expectations very/most important % | Experiences % of patients who considered the item very/most important and reported that their expectations were not met |
|---|---|---|
- recommendations to the hospital to make changes | 94 | 53 |
- decision on the validity of the complaint | 83 | 16 |
- rationale for the decision | 82 | 42 |
- investigation into the incident | 80 | 35 |
- clear information about the complaints procedures | 61 | 31 |
- opportunity to give a personal account of what happened | 57 | 30 |
- swift response | 45 | 43 |
Interpersonal conduct | ||
- impartial attitude and position | 92 | 36 |
- respectful treatment | 84 | 21 |
- patient's account of what had happened was listened to | 75 | 23 |
- understanding shown for the patient's experiences | 74 | 37 |
- sympathy shown for what the patient had been through | 47 | 49 |