Outcomes of complaints | Complaints N | Explanation 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 time | 226 | 226 (100) | 0 | 0 | 0 | 0 | 0 |
Admission/appointment issues | 570 | 558 (97.9) | 2 (0.4) | 5 (0.9) | 3 (0.5) | 1 (0.2) | 1 (0.2) |
Lack of access to clinical services | 39 | 34 (87.2) | 0 | 0 | 3 (7.7) | 2 (5.1) | 0 |
Inadequate attention to patient | 17 | 0 | 5 (29.4) | 0 | 7 (41.2) | 0 | 5 (29.4) |
Ignorance the standards of clinical care | 68 | 21 (30.9) | 4 (5.9) | 4 (5.9) | 30 (44.1) | 3 (4.4) | 6 (8.8) |
General facilities deficit | 29 | 26 (89.7) | 1 (3.4) | 0 | 0 | 0 | 2 (6.9) |
Delay in delivery of general services | 111 | 95 (85.6) | 4 (3.6) | 0 | 6 (5.4) | 2 (1.8) | 4 (3.6) |
Communication failures | 561 | 497 (88.6) | 16 (2.9) | 3 (0.5) | 26 (4.6) | 6 (1.1) | 13 (2.3) |
Breach of patient's rights | 11 | 0 | 3 (27.3) | 2 (18.2) | 1 (9.1) | 2 (18.2) | 3 (27.3) |
Financial discount requesting | 10 | 1 (10) | 0 | 7 (70) | 2 (20) | 0 | 0 |
Total | 1642 | 1458 (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.