ABSTRACT
Chapter 3 considers a subset of the patient comments – those written about GP surgeries, which account for around half of all comments made. Specifically, this chapter explores the relationship between the quantitative scores that patients gave to GPs and the language they used in their qualitative feedback. The analysis in this chapter demonstrates the ranges and types of evaluation that NHS patients give, providing an impression of the structural and linguistic features associated with different types of feedback and elucidating the diverse and numerous reasons why patients go out of their way to provide feedback, as evidenced through their comments.
