Table 4.

Coding framework for negative comments.

Stages	Complaint areas		Code
Premedical consultation	Registration		1=hard to register, 2=long waiting hours, 3=high cost, 4=others
	Waiting for consultation		1=long waiting, 2= chaotic queuing
Medical consultation	Overall perception
		Physician’s attitude	1=impatience, 2=disrespect patients, 3=not caring patients, 4= unavailability of physicians on duty, 5=do irrelevant things, 6=others
		Patient-physician communication	1=lacking communication, 2=not answering, 3=no time for communication, 4=others
	Preliminary diagnosis		1=ignorance of medical records and previous reports, 2=no observation (dermatology issues), 3=no inquiries, 4=others
	Examinations		1=lacking basic examinations, 2=too many examinations, 3=rude examinations, 4=repeated and inappropriate examinations, 5=long wait hours for the results, 6=no analysis for the results, 7=high cost. 8=privacy issue, 9=others
	Closure of consultation		1=no lifestyle advice, 2=no analysis before medical advice, 3=no diagnosis conclusion, 4=high cost of medical, 5=short time for diagnosis, 6=no treatment plan, 7=misdiagnosis
Post consultation	Patient’s perception of effect		1=no effect or little effect, 2=worse than before, 3=inappropriate treatment plan, 4=others