Table 2

Reliability of raters (n=14) coding 125 healthcare complaints

Gwet's AC195% CIFleiss’ κ95% CI
HCAT problem categories
 Quality0.720.65 to 0.800.500.41 to 0.58
 Safety0.690.61 to 0.760.610.54 to 0.69
 Environment0.850.88 to 0.940.600.51 to 0.70
 Institutional processes0.810.75 to 0.860.580.49 to 0.66
 Listening0.860.82 to 0.910.480.52 to 0.70
 Communication0.810.76 to 0.860.520.44 to 0.61
 Respect and patient rights0.910.88 to 0.950.610.52 to 0.70
Stages of care
 Admissions0.450.47 to 0.670.450.35 to 0.55
 Examination and diagnosis0.570.49 to 0.650.570.50 to 0.65
 Operation or procedure0.580.47 to 0.680.570.47 to 0.67
 Care on the ward0.660.47 to 0.670.660.47 to 0.67
 Discharge/transfer0.380.25 to 0.500.450.35 to 0.55
Complainer
 Patient0.900.86 to 0.940.900.86 to 0.94
 Family member0.890.84 to 0.940.860.81 to 0.92
Patient gender
 Male0.920.88 to 0.960.850.79 to 0.92
 Female0.890.85 to 0.940.880.84 to 0.93
Complained about
 Medical staff0.630.60 to 0.700.630.56 to 0.69
 Nursing staff0.640.57 to 0.700.640.56 to 0.70
 Administrative staff0.620.54 to 0.700.620.54 to 0.70
  • p<0.001 for all tests.

  • HCAT, Healthcare Complaints Analysis Tool.