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What do patients value? A retrospective study of compliment letters from a single institution

Young Gyu Kwon1, Myeong Namgung2, Mi Kyung Kim3,4

  • 1Center for Chung-Ang Medical Education Resource Allocation (CAMERA), Chung-Ang University College of Medicine, Dongjak-gu, Seoul, Korea (the Republic of).

BMJ Open
|March 12, 2026
PubMed

Insights

Patient compliments highlight the value of positive staff relationships, kindness, and communication in healthcare. These insights can improve patient-centered care and overall satisfaction.

Area of Science:

  • Healthcare quality improvement
  • Patient experience research
  • Health services research

Background:

  • Patient feedback is crucial for understanding healthcare experiences.
  • Compliment letters offer unique insights into valued aspects of care.
  • Analyzing patient-generated data can drive service enhancements.

Purpose of the Study:

  • To analyze patient compliment letters from a single institution.
  • To identify key elements patients value in healthcare.
  • To provide actionable insights for enhancing patient-centered care.

Main Methods:

  • Retrospective analysis of 1213 compliment letters.
  • Utilized Healthcare Complaints Analysis Tool (HCAT) for categorization.
  • Employed text network analysis and Latent Dirichlet Allocation (LDA) for topic modeling.

Main Results:

  • The 'relationship' domain was most frequently praised (62%).
  • Key themes included nursing care appreciation, surgical professionalism, and communication.
  • Positive interactions, competence, and compassionate communication were highly valued.

Conclusions:

  • Strong patient-provider relationships positively impact patient satisfaction.
  • Compliment letters are valuable indicators of exceptional care.
  • Insights can guide quality improvement initiatives to enhance patient-centered services.
Abstract

Keywords:
Patient SatisfactionPatient-Centered CareQuality in health care

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