Table 3 Prevalence and initial codes for top 20 most frequent words in “improvements” free text box
Word | Number of cells with word | Code 1 | Code 2 | Code 3 | Code 4 | Code 5 | Code 6 |
|---|---|---|---|---|---|---|---|
Nothing/anything | 642 | Unspecified | At this time | Can/can’t think of | |||
Appointment(s)/session(s) | 616 | Longer treatment times | Different times (earlier, later, weekends, emergency) | Shorter waiting times | Would like reminder for | Would like on NHS | |
Think | 579 | Nothing I can think of/can’t think of anything | More time for appointment | More attention to specific/personal needs | |||
Can/Can’t | 541 | Nothing I can think of | Can’t think of anything | ||||
Time(s)/minutes | 645 | Longer appointment/treatment | Shorter waiting | ||||
N/A/none | 456 | Unspecified | |||||
Treatment | 440 | Better or written explanation of plan | High cost for | Longer time | No, satisfied with | Should be available on NHS | Less chat, more treatment/hands-on |
Happy/good/excellent/satisfied | 410 | Satisfied | |||||
Longer | 187 | Appointment/treatment | |||||
Feel | 182 | Satisfied | Rushed/time could be longer | Explanations could be better | Facilities could be better | Would like more soft tissue work | Exposed (in gown or just underwear) |
Chiropractor | 163 | Too short time with | Too long time waiting | Lack empathy/doesn’t smile | Could explain condition/treatment better | ||
Little or bit | 148/117 | More treatment time/feel rushed | Less waiting time | Facilities could be better | More information on care | ||
Service(s) | 136 | Satisfied with | |||||
Wait(-ing) | 129 | Time too long (in reception or treatment room) | Better facilities in room (size, furniture, music, heat, etc.) | Time to first appointment | Lack of privacy | ||
Room | 115 | Temperature | Comfort issues: room size, hooks for clothes, type of furniture | Lack privacy/sound insulation | Waiting times | Aesthetic issues: décor, drinks, type of music, age/condition of facilities | |
Exercise(s) | 104 | Would have liked | Clearer description or written instructions | ||||
Clinic | 100 | Happy with | Better facilities (e.g. furniture, décor, cleanliness, parking, heat) | More availability for appointments | Busy, rushed | ||
Back | 99 | Wide variety of statements related to contexts already noted | |||||
Massage (soft tissue work) | 63 | Would like incorporated into treatment | |||||
Gown(s) | 61 | Unsatisfied with size, fit, fasteners | Uncomfortable/embarrassed being seen by others in a gown | Prefer to be told what kind of clothing to wear to avoid gown |