Table 2.

Original and Revised Elicitation Protocols

Elicitation Protocols
Round 1	Round 2
Q1. When you think back over the past 12 months, what experiences come to mind?	Q1. What are the most important things that you look for in a health care provider and his or her staff?
Q2. Please tell me about anything, or anything else, that has gone well in your experiences over the past 12 months. Please describe these experiences as if you were telling a friend about them, so that he or she could understand how the experiences felt to you.	Q2. When you think about the things that are most important to you, how do your provider and his or her staff measure up?
Q3. What, if anything, has gone better than you expected in your experiences. These can be the same experiences you just described; if so, please help me understand what made these better than expected.	Q3. Now we'd like to focus on anything that has gone well in your experiences with your provider and his or her staff over the past 12 months. Please explain what happened, how it happened, and how it felt to you.
Q4. Please tell me about any experiences, or any other experiences, that you wish had gone differently over the past 12 months. Please describe these experiences as if you were telling a friend about them, so that he or she could understand how the experiences felt to you.	Q4. Next we'd like to focus on any experiences with your provider and his or her staff that you wish had gone differently over the past 12 months. Please explain what happened, how it happened, and how it felt to you.
Q5. What, if anything, has gone worse than you expected in your experiences with Dr. __ and his or her staff. These can be the same experiences you just described; if so, please help me understand what made these worse than expected.	Q5. Please describe how you and your provider relate to and interact with each other.
Q6. Think back to those experiences you wish had gone differently. What, if anything, did you or your provider do about the situation and how did it turn out? For example, did you talk to your doctor about the issue, talk to your family or friends, look for another doctor, take any other form of action, or do nothing at all?	Q6. Think back to those experiences you wish had gone differently. What, if anything, did you or your provider do about the situation and how did it turn out? For example, did you talk to your doctor about the issue, talk to your family or friends, look for another doctor, take any other form of action, or do nothing at all?
Q7. Think back to those experiences that went well. What, if anything, did you do in response to these positive experiences? For example, did you talk to your doctor about them, talk to your family or friends about them, recommend this doctor to other people, take any other form of action, or do nothing at all?	Q7. Think back to those experiences that went well. What, if anything, did you do in response to these positive experiences? For example, did you talk to your doctor about them, talk to your family or friends about them, recommend this doctor to other people, take any other form of action, or do nothing at all?

Now we want to hear how you would describe, in your own words, your experiences with this provider and his or her staff—for example, a nurse or receptionist—over the past 12 months.