Table 1.

Sentiment Words and Verbatim Examples.

Scorea	Examples of Positive Sentiment Words	Examples of Positive Sentiment Verbatim	Examples of Negative Sentiment Words	Examples of Negative Sentiment Verbatim
1	Good, fine, decent, worthy	Nurse XYZ was Nick was terrific!! Very happy with treatment. We had a good experience and worthy of our time.	Bad, regret, poor, inadequate, awful	This was an AWFUL experience! I have mailed letter to Dr MNP. I was so much in pain without anyone’s care, so I consider it bad experience. Was admitted but D/C from hospital POOR!!!!
2	Great, superb, remarkable, wonderful	The treatment was superb!!! ABC staff was great. She made sure I was comfortable. Every time we’ve been there the nurses have been wonderful!	Worse, inferior, deficient, indigent	Really just wrote me…(back injury). Did not ask range of motion, etc. Worse experience Needed chair to elevate injured ankle—none offered. So deficient infrastructure Doctor had an attitude. I would never see this doctor—indigent. Not sure about his name. He is older guy.
3	Excellent, awesome, astounding, amazing, terrific, splendid	Dr ABC accessed me very quickly! He took great care of me!! Excellent doctor!! Excellent communication skills - made sure we understood all our options.	Worst, poorest, unfortunate, substandard, filthy	We arrived around 10:30 pm with a 1-year-old and a 2-year-old. We waited almost 2 hours and our daughter was never visited by anyone. No doctor. No nurses, nothing. We had the left without treatment and went elsewhere. We had the worst night Will never return or recommend. It is unbelievable how poorly we were treated at a medical facility. Very unacceptable!! Unfortunate…Never!

^a+ve score for positive sentiments and −ve score for negative sentiments.