Mean overall inpatient scores by nature of complaint
| Complaint theme | n with complaint (%) | No complaint mean (95% CI) | Complaint mean (95% CI) | Mean difference* |
|---|---|---|---|---|
| Any complaint | 1870 (20.9) | 89.7 (89.4 to 90.0) | 72.9 (71.9 to 73.8) | 16.8 |
| Roommates (mixed gender and loud neighbours) | 54 (0.6) | 86.3 (86.0 to 86.7) | 66.5 (60.3 to 72.7) | 19.8 |
| Cleanliness (dirty room and dirty bathroom) | 127 (1.4) | 86.5 (86.1 to 86.8) | 67.1 (63.1 to 71.1) | 19.4 |
| Nurses (courtesy and response to call button) | 491 (5.5) | 87.2 (86.9 to 87.5) | 69.1 (67.0 to 71.2) | 18.1 |
| Discharge (lack of information and lack of support) | 90 (1.0) | 86.4 (86.0 to 86.7) | 70.1 (65.5 to 74.8) | 16.3 |
| Other | 830 (9.3) | 87.6 (87.3 to 87.9) | 72.3 (70.9 to 73.8) | 15.3 |
| Doctors (courtesy and unclear explanations) | 178 (2.0) | 86.5 (86.2 to 86.8) | 71.0 (67.5 to 74.5) | 15.5 |
| Medication (unclear instructions and medication interactions) | 219 (2.5) | 86.6 (86.2 to 86.9) | 71.6 (68.8 to 74.5) | 14.9 |
| Food (variety and taste) | 193 (2.2) | 86.4 (86.1 to 86.8) | 76.2 (73.1 to 79.4) | 10.2 |
| Multiple | 277 (3.1) | 86.9 (86.6 to 87.2) | 63.5 (60.5 to 66.5) | 23.5 |
*All p<0.0001; italics indicates examples of complaint topics within each theme.
Note: examples are not an exhaustive list.