Figure 1.

Problems throughout the process of care.

* Typology codes:

1. Access breakdown, difficulty contacting office, involving telephone system, telephone not answered, and excessive time on hold.
2. Relationship breakdown, intermediary imposed on communication with clinician; and access breakdown, no return of telephone call.
3. Relationship breakdown, disrespect or insensitivity, evident in interpersonal communication, rude behavior.
4. Inefficiency of care, duplicative registration.
5. Access breakdown, excessive office waiting time.
6. Relationship breakdown, disrespect or insensitivity, evident in patient flow in the office, prioritizing patients based on race.
7. Relationship breakdown, inadequate time with provider.
8. Technical error, deficiency in history, incomplete history of medications.
9. Relationship breakdown, disrespect or insensitivity, evident in interpersonal communication, patient advice ignored.
10. Technical error, deficiency in treatment or follow-up, results of investigations not shared with patient.
11. Relationship breakdown, disrespect or insensitivity, evident in interpersonal communication, patient preferences not respected.