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

Fadhila Mazanderani, Susan F. Kirkpatrick, Sue Ziebland, Louise Locock and John Powell

Social Science & Medicine, 2021, vol. 285, issue C

Abstract: People increasingly provide feedback about healthcare services online. These practices have been lauded for enhancing patient power, choice and control, encouraging greater transparency and accountability, and contributing to healthcare service improvement. Online feedback has also been critiqued for being unrepresentative, spreading inaccurate information, undermining care relations, and jeopardising professional autonomy. Through a thematic analysis of 37 qualitative interviews, this paper explores the relationship between online feedback and care improvement as articulated by healthcare service users (patients and family members) who provided feedback across different online platforms and social media in the UK.

Keywords: UK; NHS; Digital technologies; Care; Online feedback; Qualitative interviews (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (2)

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DOI: 10.1016/j.socscimed.2021.114280

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