Category	Description	Facebook Reviews Example
Positive	Expression of liking, approval, gratefulness (Like, love, support, thankful, etc.)	“I like this hospital. Doctors and nurses are pleasant and helpful.” “Thank you for your service, Doctor and nurses.”
	Positive qualities of hospital services and facilities (Clean room, efficient, fast appointment, affordable, etc.)	“The wait time was brief. The pharmacy counter did an excellent job.” “The room is neat and tidy, and the food is delicious. I really like it.”
	Positive qualities of staff (Polite, friendly, helpful, responsive, etc.)	“Staff are polite and kind.” “Dr. B took her time explaining my health condition until I understood it. It was greatly appreciated.”
	Encourage or recommend others to use	“I recommend having your baby delivered at this hospital.” “I like their antenatal counselling and will recommend it to other couples. It is extremely beneficial to us.”
	Positive/desirable effects of service (Successful treatment/procedures, good health outcome, etc.)	“I’d like to thank Mr A for performing bowel surgery on my father. He is now doing well.” “I found the physiotherapy session to be beneficial. I’m able to walk with less pain now.”
Negative	Expression of disliking or disapproval (Do not like, hate, etc.)	“I hate the security guard.” He was impolite to me!” “I’m not a fan of the food service here. The food has no taste.”
	Negative characteristic of hospital services or facilities (Poor maintenance, slow service, expensive, long waiting time, etc.)	“The discharge procedure was extremely slow.” “There are a limited number of parking spaces available, and getting one is difficult.” “We waited for 5 h at the out-patient clinic before seeing the doctor. This is intolerable.”
	Negative qualities of staff (Rude, not-friendly, not-helpful, slow responsive, incompetency, etc.)	“Staff nurses were rude and stubborn. I requested assistance but received no response.” “The doctor criticised us for arriving at the emergency department at 3 a.m. for treatment. We were annoyed by his attitude.”
	Negative/undesirable effects (Surgical or procedural complications, medicolegal, poor health outcome, etc.)	“My father fell in the toilet and was left alone for a few minutes. The hospital director must explain the incident to our family.” “After being admitted to this hospital two days ago, my husband’s condition has deteriorated. No one, however, can explain the situation to us”.
Neutral	Review that reports factual information/no opinion.	“Serdang Hospital is one of the Klang Valley’s cardiac centres”. “A Muslim-friendly hospital”
	Review as questions	“Do you have any spine surgeon in your hospital?” “How to get an appointment with your ear. Nose and throat (ENT) clinic?”
	Too ambiguous/unclear/greetings only	“Good morning.” “No comment.” “Let’s wait and see first”