Table 3.

Three types of negative comments.

Types	Definition	Example
Narrative	Commenter describes their medical experience in an objective manner.	I waited 2 hours to see Dr Li, but he just flipped through my results like he was playing poker for a few seconds and simply called the next patient after me in less than four sentences with me. He didn’t amend any of my medical records.
Emotion	Commenter uses emotional words to express their dissatisfaction.	I was very disappointed and he failed to give me any good advice.
Suggestions	Commenter provides suggestions in the hope of health care delivery improvement.	Dr Li should learn to feel for others and work harder in the future. I hope he could be more kind to patients next time.