Table 6

The relationship between the association between patients' expectations and experiences on the one hand and patient satisfaction with complaints handling on the other hand (N = 279)

Independent variables


Dependent variable: Satisfaction with complaints committee

adjusted R2 = 0.51


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 R2 = 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 R2 = 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)


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

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