Caring for care: Online feedback in the context of public healthcare services

Mazanderani, Fadhila; Kirkpatrick, Susan; Ziébland, Sue; Locock, Louise; Powell, John

doi:10.1016/j.socscimed.2021.114280

Cited by 11 publications

(23 citation statements)

References 48 publications

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“…While reviews and ratings in sectors such as travel and retail have been heralded as driving consumer‐centred quality improvement, they are also seen as frequently negative, critical or punitive, and the threat of a bad review is now a social media tool in the hands of the contemporary consumer. However, sociological research into this phenomenon specifically within the context of health care suggests that comments and ratings from patients should be seen instead as a means of ‘caring for care’ (Mazanderani et al, 2021). Here, the context of care differentiates healthcare feedback from other forms of service‐related reviews: Mazanderani et al (2021) found that people leaving reviews are in the unique situation of both depending on care from the NHS whilst also actively caring for it as a symbolic entity.…”

Section: Introductionmentioning

confidence: 99%

“…However, sociological research into this phenomenon specifically within the context of health care suggests that comments and ratings from patients should be seen instead as a means of ‘caring for care’ (Mazanderani et al, 2021). Here, the context of care differentiates healthcare feedback from other forms of service‐related reviews: Mazanderani et al (2021) found that people leaving reviews are in the unique situation of both depending on care from the NHS whilst also actively caring for it as a symbolic entity.…”

Section: Introductionmentioning

confidence: 99%

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Turning the gaze: Digital patient feedback and the silent pathology of the NHS

Montgomery

Powell

Mahtani

et al. 2021

Sociology Health & Illness

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Online review and rating sites, where patients can leave feedback on their experience of the health‐care encounter, are becoming an increasing feature of primary care in the NHS. Previous research has analysed how digital surveillance is re‐shaping the clinical gaze, as health‐care professionals are subject to increased public monitoring. Here, we draw on an empirical study of 41 GP practice staff to show how the gaze is turning, not simply from the patient to the health‐care provider, but additionally to the body politic of the NHS. Drawing on focus group and interview data conducted in five UK practices, we show how discourses of online reviews and ratings are producing new professional subjectivities among health‐care professionals and the extent to which the gaze extends not only to individual health‐care interactions but to the health‐care service writ large. We identify three counter‐discourses characterising the evolving ways in which online reviews and ratings are creating new subjects in primary care practices: victimhood, prosumption versus traditional values and taking control. We show how the ways in which staff speak about online feedback are patterned by the social environment in which they work and the constraints of the NHS they encounter on a day‐to‐day basis.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Turning the gaze: Digital patient feedback and the silent pathology of the NHS

Montgomery

Powell

Mahtani

et al. 2021

Sociology Health & Illness

Self Cite

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show abstract

“…A further finding was that despite research suggesting transparent, conversational responses are more desirable by service users, 6 , 10 they were the least popular type of responses in our sample and were mostly from negative stories. In contrast, appreciative responses were commonly from families reporting positively about their experiences of end-of-life care.…”

Section: Discussionmentioning

confidence: 61%

Views of Care at End of Life: A Secondary Analysis of Online Feedback Using Care Opinion

Khonsari

Neill

Mayland

et al. 2022

Journal of Patient Experience

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Although there are studies on the use of social media and palliative and end-of-life care (PEOLC), there are no studies specifically investigating the content of online public feedback about PEOLC services. This study sought to understand experiences of end-of-life care provided in hospitals in the West of Scotland by exploring the main themes within the content of stories posted on a nationally endorsed nonprofit feedback online platform, Care Opinion, within a 2-year period. We used “Appreciative Inquiry” as a theoretical framework for this study to determine what works well in end-of-life care, while also identifying areas for further improvement. Of the 1428 stories published on “Care Opinion” from March 2019 to 2021 regarding hospitals in the West of Scotland, 48 (3.36%) were related to end-of-life care, of which all were included in data analysis. Using the software package NVivo and thematic analysis, we identified 4 key themes. We found that people overwhelmingly posted positive feedback about their experiences with end-of-life care. People reported positively about staff professionalism in providing compassionate and person-centered care to meet their loved ones needs at end of life. Other experiences of care related to challenges facing healthcare services, particularly during the COVID-19 pandemic. Quality appraisal of staff responses highlighted areas for improving feedback. This study can add to the aim of improving staff response to people’s concerns about end-of-life care. This study has provided a novel perspective of patients’ experiences of end-of-life care in hospitals in the West of Scotland. Novel insights were the appreciation of quality of care, staff professionalism, effective communication, and meeting patient’s needs at end-of-life particularly by nursing staff.

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“…The most common benefit relating to organisational communication was that using social media as a tool within health service design and QI activities improves the efficiency of communication [ 37 , 40 , 41 , 42 , 45 , 46 , 48 , 49 , 51 , 52 , 54 , 55 , 56 , 57 , 62 , 63 , 66 , 68 , 69 , 71 , 73 , 74 , 77 , 80 , 82 , 84 , 85 , 86 , 87 , 92 , 95 ]. Communication efficiency was improved through increasing the speed of communication [ 41 , 42 , 45 , 54 , 57 , 62 , 63 , 69 , 73 , 82 , 92 ], reducing barriers to face-to-face communication (such as people being in different locations or doing shift work) [ 37 , 85 , 86 , 92 ], and increasing the number of people reached [ 40 , 42 , 45 , 46 ...…”

Section: Resultsmentioning

confidence: 99%

“…Communication efficiency was improved through increasing the speed of communication [ 41 , 42 , 45 , 54 , 57 , 62 , 63 , 69 , 73 , 82 , 92 ], reducing barriers to face-to-face communication (such as people being in different locations or doing shift work) [ 37 , 85 , 86 , 92 ], and increasing the number of people reached [ 40 , 42 , 45 , 46 , 48 , 56 , 57 , 71 , 80 , 95 ]. Five studies also found that a response to communication was more likely through social media than other communication methods [ 49 , 55 , 66 , 71 ]. Social media was also seen as low cost [ 42 , 68 , 69 , 73 , 84 ], easy to implement [ 51 , 52 , 68 ] and easy to use [ 68 , 69 ].…”

Section: Resultsmentioning

confidence: 99%

The Experiences of Stakeholders Using Social Media as a Tool for Health Service Design and Quality Improvement: A Scoping Review

Walsh

Hyett

Juniper

et al. 2022

IJERPH

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Background: Health organisations and stakeholders use social media for a range of functions, including engaging stakeholders in the design and quality improvement (QI) of services. Social media may help overcome some of the limitations of traditional stakeholder engagement methods. This scoping review explores the benefits, risks, barriers and enablers for using social media as a tool for stakeholder engagement in health service design and QI. Methods: The searches were conducted on 16 August 2022. Inclusion criteria were: studies of any health service stakeholders, in any health setting, where social media was used as a tool for service design or QI. Data was analysed using deductive content analysis. A committee of stakeholders provided input on research questions, data analysis and key findings. Results: 61 studies were included. Benefits included improved organisational communication and relationship building. Risks/limitations included low quality of engagement and harms to users. Limited access and familiarity with social media were frequently reported barriers. Making discussions safe and facilitating access were common enablers. Conclusion: The benefits, risks, barriers and enablers identified highlight the complexity of social media as an engagement tool for health service design and QI. Understanding these experiences may help implementers design more effective social media-based engagement activities.

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Caring for care: Online feedback in the context of public healthcare services

Cited by 11 publications

References 48 publications

Turning the gaze: Digital patient feedback and the silent pathology of the NHS

Turning the gaze: Digital patient feedback and the silent pathology of the NHS

Views of Care at End of Life: A Secondary Analysis of Online Feedback Using Care Opinion

The Experiences of Stakeholders Using Social Media as a Tool for Health Service Design and Quality Improvement: A Scoping Review

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