Table 2.

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

	Gwet's AC1	95% CI	Fleiss’ κ	95% CI
HCAT problem categories
Quality	0.72	0.65 to 0.80	0.50	0.41 to 0.58
Safety	0.69	0.61 to 0.76	0.61	0.54 to 0.69
Environment	0.85	0.88 to 0.94	0.60	0.51 to 0.70
Institutional processes	0.81	0.75 to 0.86	0.58	0.49 to 0.66
Listening	0.86	0.82 to 0.91	0.48	0.52 to 0.70
Communication	0.81	0.76 to 0.86	0.52	0.44 to 0.61
Respect and patient rights	0.91	0.88 to 0.95	0.61	0.52 to 0.70
Stages of care
Admissions	0.45	0.47 to 0.67	0.45	0.35 to 0.55
Examination and diagnosis	0.57	0.49 to 0.65	0.57	0.50 to 0.65
Operation or procedure	0.58	0.47 to 0.68	0.57	0.47 to 0.67
Care on the ward	0.66	0.47 to 0.67	0.66	0.47 to 0.67
Discharge/transfer	0.38	0.25 to 0.50	0.45	0.35 to 0.55
Complainer
Patient	0.90	0.86 to 0.94	0.90	0.86 to 0.94
Family member	0.89	0.84 to 0.94	0.86	0.81 to 0.92
Patient gender
Male	0.92	0.88 to 0.96	0.85	0.79 to 0.92
Female	0.89	0.85 to 0.94	0.88	0.84 to 0.93
Complained about
Medical staff	0.63	0.60 to 0.70	0.63	0.56 to 0.69
Nursing staff	0.64	0.57 to 0.70	0.64	0.56 to 0.70
Administrative staff	0.62	0.54 to 0.70	0.62	0.54 to 0.70

p<0.001 for all tests.

HCAT, Healthcare Complaints Analysis Tool.