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Exploring UK doctors’ attitudes towards online patient feedback : thematic analysis of survey data
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Turk, Amadea, Fleming, Joanna, Powell, John and Atherton, Helen (2020) Exploring UK doctors’ attitudes towards online patient feedback : thematic analysis of survey data. Digital Health, 6 . pp. 1-9. doi:10.1177/2055207620908148
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WRAP-exploring-UK-doctors-attitudes-towards-online-patient-feedback-thematic-analysis-survey-data-Atherton-2020.pdf - Published Version - Requires a PDF viewer. Available under License Creative Commons: Attribution-Noncommercial 4.0. Download (268Kb) | Preview |
Official URL: http://dx.doi.org/10.1177/2055207620908148
Abstract
Introduction:
Patients are increasingly using online platforms to give feedback about their health-care experiences. Online feedback has been proposed as a way to drive transformative change in the health service through informing choice and improving quality. Attitudes held by health-care professionals influence the uptake of new technologies. Understanding these attitudes is essential in exploring the potential of online patient feedback as a standard feedback mechanism. This study explores the content of free-text comments left by doctors responding to a survey with the aim of understanding their attitudes towards online feedback.
Methods:
A cross-sectional online questionnaire was completed by 1001 UK primary and secondary-care doctors. Doctors were given the opportunity to leave a free-text comment about online patient feedback. Doctors’ attitudes towards online patient feedback were identified and explored using thematic analysis. Descriptive statistics and chi-square tests were used to examine demographic differences between those doctors who left a comment and those who did not.
Results:
Thematic analysis identified five key interrelated themes: anonymity, confidentiality, representativeness, moderation/regulation of online feedback and platform type. The characteristics of those leaving a comment very closely matched those of the entire survey sample.
Conclusion:
Across the comments, the most prominent finding was a general scepticism and caution towards online feedback, with most of the key themes relating to the perceived limitations and challenges. Further work exploring ways of addressing and verifying online comments without breaching confidentiality could provide valuable information to health systems seeking to drive improvement through patient online feedback.
| Item Type: | Journal Article | ||||||||
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| Subjects: | R Medicine > R Medicine (General) R Medicine > RA Public aspects of medicine |
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| Divisions: | Faculty of Medicine > Warwick Medical School > Health Sciences Faculty of Medicine > Warwick Medical School > Health Sciences > Social Science & Systems in Health (SSSH) Faculty of Medicine > Warwick Medical School |
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| Library of Congress Subject Headings (LCSH): | Medical care -- England -- Evaluation , Patient satisfaction -- England - Evaluation , Patient participation -- England -- Evaluation , Physicians (General practice) -- Rating of -- England, Medical care -- Web-based instruction -- Evaluation | ||||||||
| Journal or Publication Title: | Digital Health | ||||||||
| Publisher: | SAGE Publications Ltd. | ||||||||
| ISSN: | 2055-2076 | ||||||||
| Official Date: | 1 January 2020 | ||||||||
| Dates: |
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| Volume: | 6 | ||||||||
| Page Range: | pp. 1-9 | ||||||||
| DOI: | 10.1177/2055207620908148 | ||||||||
| Status: | Peer Reviewed | ||||||||
| Publication Status: | Published | ||||||||
| Access rights to Published version: | Open Access | ||||||||
| RIOXX Funder/Project Grant: |
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