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


Friele et al. BMC Health Services Research 2008 8:199   doi:10.1186/1472-6963-8-199

Open Data