Table 2.
Profiles of four clusters.
| Measures | Cluster 1 (n = 141) |
Cluster 2 (n = 233) |
Cluster 3 (n = 260) |
Cluster 4 (n = 187) |
||||
|---|---|---|---|---|---|---|---|---|
| n | % | n | % | n | % | n | % | |
| Professions | ||||||||
| Physicians | 68 | 48.2 | 232 | 99.6 | 29 | 11.2 | 142 | 75.9 |
| Nurses | 19 | 13.5 | 0 | 0.0 | 0 | 0.0 | 45 | 24.1 |
| Technicians | 5 | 3.5 | 0 | 0.0 | 72 | 27.7 | 0 | 0.0 |
| Desk clerks | 6 | 4.3 | 0 | 0.0 | 118 | 45.4 | 0 | 0.0 |
| Hospital general issues | 43 | 30.5 | 1 | 0.4 | 41 | 15.8 | 0 | 0.0 |
| Units | ||||||||
| Internal medicine | 16 | 11.3 | 105 | 45.1 | 0 | 0.0 | 2 | 1.1 |
| Surgery | 57 | 40.4 | 128 | 54.9 | 0 | 0.0 | 0 | 0.0 |
| Gynecology and pediatrics | 44 | 31.2 | 0 | 0.0 | 0 | 0.0 | 30 | 16.0 |
| Outpatient clinics and medical support units | 24 | 17.0 | 0 | 0.0 | 260 | 100.0 | 155 | 82.9 |
| Categories of complaints | ||||||||
| Uncaring attitudes | 58 | 41.1 | 31 | 13.3 | 79 | 30.4 | 52 | 27.8 |
| Communication problems | 2 | 1.4 | 46 | 19.7 | 35 | 13.5 | 63 | 33.7 |
| Unsatisfactory quality of treatment and competence | 3 | 2.8 | 111 | 47.6 | 32 | 12.3 | 72 | 38.5 |
| Processes of care | 4 | 8.5 | 25 | 10.7 | 67 | 25.8 | 0 | 0.0 |
| Fees/billing | 13 | 9.2 | 20 | 8.6 | 32 | 12.3 | 0 | 0.0 |
| Miscellaneous | 52 | 36.9 | 0 | 0.0 | 15 | 5.8 | 0 | 0.0 |