Table 3

Outcomes of complaint management by categories of complaints

Outcomes of complaintsComplaints NExplanation offered and accepted N (%)*Verbal apology provided N (%)*Resolved by compensation N (%)*Disapproved claim N (%)*Unavoidable N (%)*Correction in policy, process or procedure N (%)*
Waiting time226226 (100)00000
Admission/appointment issues570558 (97.9)2 (0.4)5 (0.9)3 (0.5)1 (0.2)1 (0.2)
Lack of access to clinical services3934 (87.2)003 (7.7)2 (5.1)0
Inadequate attention to patient1705 (29.4)07 (41.2)05 (29.4)
Ignorance the standards of clinical care6821 (30.9)4 (5.9)4 (5.9)30 (44.1)3 (4.4)6 (8.8)
General facilities deficit2926 (89.7)1 (3.4)0002 (6.9)
Delay in delivery of general services11195 (85.6)4 (3.6)06 (5.4)2 (1.8)4 (3.6)
Communication failures561497 (88.6)16 (2.9)3 (0.5)26 (4.6)6 (1.1)13 (2.3)
Breach of patient's rights1103 (27.3)2 (18.2)1 (9.1)2 (18.2)3 (27.3)
Financial discount requesting101 (10)07 (70)2 (20)00
Total16421458 (88.8)35 (2.1)21 (1.3)78 (4.8)16 (1.0)34 (2.1)
  • * Numbers in parentheses are percentages of total complaints in each row.