ABSTRACT
Chapter 2 provides a first look at the corpus by examining the entire 29-million-word set of patient comments. This chapter focusses on key areas of patient concern and drivers of positive and negative feedback. The analysis in this chapter is divided into four sections, which address the following questions: (1) What are the frequent themes of positive and negative feedback? (2) What complaints do patients make repeatedly? (3) What types of concern are characterised as the most ‘urgent’? and (4) What concerns make patients want to change provider?
