Table 3.
Distribution of voice expression of first comment by categories by type.
| Numerical code | Theme | Narratives | Number of cases (%) | Percent of verbal responses |
|---|---|---|---|---|
| All cases | 11098 (100.0) | |||
| 0 | Silence/ no voice | No verbal comment was given | 6273 (56.5) | |
| 1-9 | Expression of voice | Verbal comment was given | 4825 (43.5) | 100.0 |
| 1 | Positive voice | A verbal comment of positive nature was given | 671 | 13.9 |
| 2 | Complaints / comments regarding physical conditions | Level of cleanliness, adjustment of conditions to medical condition, keeping quiet at night, room / ward density, accommodation conditions of escorts), amount of visitors, visitor behavior, security and theft | 1419 | 29.4 |
| 3 | Complaints on caregiver relationship | Criticism of interpersonal conduct | 756 | 15.7 |
| 4 | Complaints about the nature of food | Review on food quality, cleanliness and food serving | 560 | 11.6 |
| 5 | Complaints on medical staff availability | Comments / Complaints on Personnel Lack / Staff Availability, Therapeutic Bureaucracy, Release Bureaucracy, Medical Care Availability | 474 | 9.8 |
| 6 | Complaints on Emergency Room | Complaint/s/ comments on Emergency Room Care and Management | 401 | 8.3 |
| 7 | Complaints on medical malpractice | Comments / Complaints about Medical Malpractice, Diagnosis or Misuse or Medical Treatment, Unqualified / Professional Medical Care | 160 | 3.3 |
| 8 | Complaints on communication with medical staff | Comments / complaints about the lack of proper communication / lack of knowledge / explanatory quality, both during treatment and in the release phase - | 353 | 7.3 |
| 9 | Complaints on maintaining privacy and respect | Comments / complaints about failure to maintain privacy / physical / personal respect | 30 | 0.6 |
| 4825 | 100.0 |