Table 4

Comparison between patients' initial expectations and patients' final experiences of the responses of the hospital management and the medical professional expressed as percentages of patients (N = 279)

Hospital management

Expectations

very and most important %

Experiences

% of patients who considered the item very/most important reporting that their expectations were not met


- ensure the complaint is discussed with the employees or department involved

86

61

- inform me that corrective measures have been taken

84

77

- inform me which corrective measures have been taken

73

88


Medical professional(s)


- admit an error if an error was made

89

79

- explain how the incident could have happened

75

79

- offer an apology

45

81

- show sympathy for what I went through

44

80

- make an effort to restore our relationship

19

88


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

Open Data