Table 2.

Total number of utterances, the number of letters with content in that category, and the proportion of letters with general or specific utterances within each major content category.

Content category			Total number of utterances (percentage of utterances within category)	Number of all letters (percentage of letters within category)
Personality
	General		28 (12.1)	18 (25)
	Specific
		Friendliness	29 (12.6)	20 (28)
		Humaneness and caring	67 (29.0)	48 (68)
		Supportive and understanding	89 (38.5)	51 (72)
		Trust	7 (3.0)	6 (9)
		Family or child	11 (4.8)	7 (10)
	Total		231 (100)	71 (100)
Medical care
	General		91 (47.2)	52 (71)
	Specific
		Patient advocacy	0 (0.0)	0 (0)
		Technical competence	22 (11.4)	15 (21)
		Time spent with patient	4 (2.1)	3 (4)
		Diagnostic skills	5 (2.6)	5 (7)
		Treatment approach	18 (9.3)	14 (19)
		Thoroughness	1 (0.5)	1 (1)
		Treatment options	1 (0.5)	1 (1)
		Treatment outcomes	51 (26.4)	30 (41)
		Providing medications	0 (0.0)	0 (0)
	Total		193 (100.0)	73 (100)
General praise			143 (100.0)	70 (100)
Other			130 (100.0)	52 (100)
Communication
	General		3 (7)	3 (10)
	Specific
		Listening skills	11 (24)	11 (36)
		Patient as partner	6 (13)	6 (19)
		Giving information	26 (57)	22 (71)
	Total		46 (100)	31 (100)
Access
	General		0 (0)	0 (0)
	Specific
		Waiting times	1 (8)	1 (8)
		Responsive to phone calls	2 (17)	2 (17)
		Availability	9 (75)	9 (75)
	Total		12 (100)	12 (100)
Facilities
	General		3 (33)	2 (33)
	Specific		6 (67)	5 (83)
	Total		9 (100)	6 (100)
Continuity
	General		0 (0)	0 (0)
	Specific
		Follow-up care	4 (80)	4 (100)
		Test results	1 (20)	1 (25)
		Referrals	0 (0)	0 (0)
	Total		5 (100)	4 (100)
Administrative
	General		2 (50)	2 (67)
	Specific		2 (50)	2 (67)
	Total		4 (100)	3 (100)