Table 3.

Patient feedback categories, counts, and examples.

Category	Count	Examples and quotations
Requested changes to other COVID-19 services (eg, telephone hotline), policies, or procedures	24	“Should do covid testing 24 hours.” “Would be nice if you had MORE testing locations.” Long wait times when calling the hotline during surges Desire to be able to schedule preoperative or preadmission COVID-19 tests online
Request for additional functionality	19	“Would be good to see possible appointment times upfront and then opt to continue entering all one's personal info. Many people are first looking for an available time slot that can work for them.” Same-day cancelation or rescheduling of a visit online Ability for the tool to recall prior responses
Lack of appointment availability	12	Lack of availability of same- or next-day test appointments during Omicron surge “There are literally no appointments available even though it recommended I have one.”
Difficulty navigating patient portal	8	Confusion in differentiating this tool from a distinct, “schedule a visit” tool on the patient portal “I couldn't find the link to schedule a test. I began at ‘Schedule an appointment.’” Link to this tool not prominent enough
Request for more personalized health information	6	“How do I find out what ‘Your Value=Not Detected’ means? Does this mean I do not have Covid?” Request for quarantine advice personalized to individual circumstance
Outdated information or wording	6	Recommendation page listed an outdated clinic phone number
Difficult to understand care directions	4	“Didn’t go through with scheduling a visit/test because 1) it wasn’t clear if I had to have a video visit before the test; & 2) I didn’t know where I could get tested (for example, at primary care facility in ***?). So I aborted testing tool.”
Technical difficulties	4	“I did not get confirmation that the test was scheduled.” Network or connectivity problems