Appendix Table A8. Linking author-generated inductive themes to representative quotes from Healthgrades narrative review comments (n = 957)

Theme	Positive comment example	Negative comment example
Bedside manner	“He has a warm, friendly, inviting bedside manner.” “[Doctor] is hands down equally as amazing, talented, caring and patient. She goes above and beyond to ensure all patient needs are met.” “He is amazing, super nice, confident in his work. He truly cares about his patients and wants to make sure their care/surgeries are successful.” “As a physician, he is kind and caring, always available, and gets to know each patient personally.”	“Very dishonest and rude.” “…he was rude, snippy, and snappy at me. He made disdainful faces like a bratty little boy at me for no reason. He did all of the talking, & didn't ask me any questions about the my particular situation for which I was seeking treatment.” “He has a terrible bedside manner and is downright mean. Run as fast as you can. I wish I had!!!” He did all the talking. Didn't do an exam. And
Outcome (overall)	“I am ecstatic with my results.” “The results are life changing, thank you so much!” “At first, I was a little put off by Dr. X's bedside manner, but the results speak for themselves. I'm so happy!” “I couldn't have imagined a better outcome. I should have done this a decade ago. You are in good hands with Dr. X.” “I love it! She clearly did what we discussed, it's perfect.”	“Did what HE wanted in surgery, I am very dissatisfied” “Better surgeons at your local butcher shop.” “When evaluating a physician, it doesn't really matter how ‘nice’ the doctor or staff is - the bottom line is the skill level and outcome. Learn from me. Don't be fooled, go elsewhere.” “More selling than results.”
Cosmetic outcome	“Gave me the cutest little nose, it's just what I wanted.” “My results were amazing. Dr. X took years off of my face and neck, all with no visible scarring.” “I was so nervous about the surgery, but now I am so glad I had it done. I am so happy with the results. It looks so natural, and I finally feel confident and great about how I look in pictures.” “My results were amazing. Dr. X took years off of my face and neck, all with no visible scarring…He performs customized procedures for the best outcome.” “…[Doctor X] has a wonderful gift of making me feel fresh and beautiful without looking too overdone.”	“I live in horror everyday with the way I look since the surgery. I feel surgeries are taken very lightly without considering the traumatic affect they can have on the patient later on.” “If I could leave no stars I would. I'd also attach pictures of my very visible, lopsided and uneven nose.” “Botched' is the only word that can be used to clarify what I am living with after facial surgery which is having to be repaired by a more skilled surgeon.” “Because of how it turned out, even 6 months later I'm embarrassed to go outside…. It's making me extremely depressed and emotionally distressed.”
Functional outcome	“I went for a functional rhinoplasty that I had put off for way too long. Not only are the results, I believe are truly life changing.” “I've never breathed or slept this well in my life. I had no idea how sleep deprived I actually was! Since the surgery my snoring is gone, I'm dreaming, thinking clearer, and lost weight.”	“Months later I'm still not able to breathe well. It's a scam.” “I ended up having nerve damage from the procedure.” “Although Dr. X did what he said he would, I believe he or his office should strongly warn future patients that there is a good chance they will lose all smell and taste for ever. I NEVER even thought this could happen… It is devastating.”
Answered questions	“She very much cares about her patients as individuals, making herself very available for questions in the weeks/months after my procedure.” “He really listened to what I wanted to accomplish and answered all of my questions. Dr. X explained which type of surgery could help achieve my desired goals.”	“He did not explain my condition and he was annoyed when I asked questions to try to understand.” “The consultation was a joke. He pressured me several times to go on Instagram to talk live about my procedure. (I did not consent to this.) How could I ask/answer personal questions while ‘live’ on social media.”
Follow-up	“They are very caring and thorough, and have given me excellent follow up care.” “I just came back from my 3-month follow-up appointment, and it was wonderful! Dr. X and his staff was so excited to see how while I'm doing. It feels like they are family and really care!”	“I was not encouraged to return or follow up” “He basically dropped me after the procedure- gave me no education about the condition, and I was not encouraged to return or ever follow up.” “… I cannot even get office to call me back…they collected money, and abandoned me.”
Knowledge	“She is very knowledgeable about current studies in the field and shared some of these with me” “From day one her knowledge and thoroughness impressed me. She spends so much time reviewing what I would like to see as the end result and setting proper expectations. Sign of a smart doctor.” “She is an expert in the field, and knows the latest techniques. She was trained at a top hospital, so know you are getting the best care and the real deal.”	“He has no knowledge about the field in which he practices. It's scary.” “She did not spend the necessary time with me to evaluate and just looked at me from across her desk. She would not admit she was over her head and just recommended someone else.” “Do not be taken in by the smooth presentation or persona of this ‘charming’ man as an it is entirely unrelated to his level of expertise or surgical skills.”
Finances	“My surgery was worth every penny.” “I loved how they are transparent about cost up front and help you budget ahead. This is so helpful so you know what to plan for and expect. Very few surgeons do this.” “When you are in her office she makes you feel like her top priority. She is never distracted. You are getting what you pay for.”	“This Dr. cares about one thing only–money. Patients and their wellbeing mean nothing. This businessman will misdiagnose you, provide false information and data, and then overbill you.” “Stay from this money hungry businessman.” “…we have gone through a fair amount of financial stress due to billing issues.”
Personal communication	“He was right there after when I had an issue, twice over the weekend and very accessible after the fact in his office and on the phone or even an email” “Dr. X gave her personal cell phone to call with any urgent matter even though she was on vacation!”	“I called his office for help, just days after the surgery and I couldn't get anyone to answer. I ended up going to the hospital instead.” “When I got home on a Friday I realized we didn't even have a number to call if a problem came up (which it did).”