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

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

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.

Suggested Citation

  • Mazanderani, Fadhila & Kirkpatrick, Susan F. & Ziebland, Sue & Locock, Louise & Powell, John, 2021. "Caring for care: Online feedback in the context of public healthcare services," Social Science & Medicine, Elsevier, vol. 285(C).
    • Handle: RePEc:eee:socmed:v:285:y:2021:i:c:s0277953621006122
    DOI: 10.1016/j.socscimed.2021.114280
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    References listed on IDEAS

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    3. Emmert, Martin & Meier, Florian & Heider, Ann-Kathrin & Dürr, Christoph & Sander, Uwe, 2014. "What do patients say about their physicians? An analysis of 3000 narrative comments posted on a German physician rating website," Health Policy, Elsevier, vol. 118(1), pages 66-73.
    4. Petrakaki, Dimitra & Hilberg, Eva & Waring, Justin, 2021. "The Cultivation of Digital Health Citizenship," Social Science & Medicine, Elsevier, vol. 270(C).
    5. Mike Dent, 2006. "Patient choice and medicine in health care," Public Management Review, Taylor & Francis Journals, vol. 8(3), pages 449-462, September.
    6. Menon, Alka V., 2017. "Do online reviews diminish physician authority? The case of cosmetic surgery in the U.S," Social Science & Medicine, Elsevier, vol. 181(C), pages 1-8.
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    Cited by:

    1. Reilley, Jacob & Pflueger, Dane & Huber, Christian, 2024. "A typology of evaluative health platforms: Commercial interests and their implications for patient voice," Social Science & Medicine, Elsevier, vol. 350(C).

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