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A cross sectional survey of the UK public to understand use of online ratings and reviews of health services
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van Velthoven, Michelle H., Atherton, Helen and Powell, John (2018) A cross sectional survey of the UK public to understand use of online ratings and reviews of health services. Patient Education and Counseling, 101 (9). pp. 11690-11696. doi:10.1016/j.pec.2018.04.001 ISSN 0738-3991.
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Official URL: http://dx.doi.org/10.1016/j.pec.2018.04.001
Abstract
Objectives
To identify the self-reported behaviour of the public in reading and writing online feedback in relation to health services.
Methods
A face-to-face cross-sectional survey of a representative sample of the UK population. Descriptive and logistic regression analyses were undertaken to describe and explore the use of online feedback.
Results
2036 participants were surveyed, and of 1824 Internet users, 42% (n = 760) had read online health care feedback and 8% (n = 147) had provided this feedback in the last year. People more likely to read feedback were: younger, female, with higher income, experiencing a health condition, urban dwelling, and more frequent internet users. For providing feedback, the only significant association was more frequent internet use. The most frequent reasons for reading feedback were: finding out about a drug, treatment or test; and informing a choice of treatment or provider. For writing feedback they were to: inform other patients; praise a service; or improve standards of services. 94% had never been asked to leave online feedback.
Conclusion
Many people read online feedback from others, and some write feedback, although few are encouraged to do so.
Practice implications
This emerging phenomenon can support patient choice and quality improvement, but needs to be better harnessed.
| Item Type: | Journal Article | |||||||||
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| Subjects: | R Medicine > RA Public aspects of medicine | |||||||||
| Divisions: | Faculty of Science, Engineering and Medicine > Medicine > Warwick Medical School > Health Sciences Faculty of Science, Engineering and Medicine > Medicine > Warwick Medical School > Health Sciences > Social Science & Systems in Health (SSSH) Faculty of Science, Engineering and Medicine > Medicine > Warwick Medical School |
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| Library of Congress Subject Headings (LCSH): | Medical care -- Great Britain -- Evaluation, Patient satisfaction -- Great Britain, Physicians (General practice) -- Rating of -- Great Britain, Patient participation -- Great Britain | |||||||||
| Journal or Publication Title: | Patient Education and Counseling | |||||||||
| Publisher: | Elsevier Ireland Ltd. | |||||||||
| ISSN: | 0738-3991 | |||||||||
| Official Date: | September 2018 | |||||||||
| Dates: |
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| Volume: | 101 | |||||||||
| Number: | 9 | |||||||||
| Page Range: | pp. 11690-11696 | |||||||||
| DOI: | 10.1016/j.pec.2018.04.001 | |||||||||
| Status: | Peer Reviewed | |||||||||
| Publication Status: | Published | |||||||||
| Access rights to Published version: | Restricted or Subscription Access | |||||||||
| Date of first compliant deposit: | 11 April 2018 | |||||||||
| Date of first compliant Open Access: | 9 April 2019 | |||||||||
| RIOXX Funder/Project Grant: |
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