Online patient feedback: a cross-sectional survey of the attitudes and experiences of United Kingdom health care professionals
Online patient feedback: a cross-sectional survey of the attitudes and experiences of United Kingdom health care professionals
Objectives: online patient feedback is a growing phenomenon but little is known about health professional attitudes and behaviours in relation to it. We aimed to identify the characteristics, attitudes and self-reported behaviours and experiences of doctors and nurses towards online feedback from their patients or their carers.
Methods: we conducted a cross-sectional self-completed online questionnaire of 1001 registered doctors and 749 nurses and midwives involved in direct patient care in the United Kingdom.
Results: just over a quarter (27.7% or 277/1001) of doctors and 21% (157/749) of nurses were aware that patients/carers had provided online feedback about an episode of care in which they were involved, and 20.5% (205/1001) of doctors and 11.1% (83/749) of nurses had experienced online feedback about them as an individual practitioner. Feedback on reviews/ratings sites was seen as more useful than social media feedback to help improve services. Both types of feedback were more likely to be seen as useful by nurses compared with doctors and by hospital-based professionals compared with those based in community settings. Doctors were more likely than nurses to believe that online feedback is unrepresentative and generally negative in tone. The majority of respondents had never encouraged patients/carers to leave online feedback.
Conclusions: despite enthusiasm from health policymakers, many health care professionals have little direct experience of online feedback, and rarely encourage it, as they view it as unrepresentative and with limited value for improving the quality of health services. The difference in opinion between doctors and nurses has the potential to disrupt any use of online patient feedback. The findings have implications for policy and practice in how online patient feedback is solicited and acted upon.
235-244
Atherton, Helen
9bb8932e-7bb7-4781-ab97-114613de99b1
Fleming, Joanna
443954d1-eacf-4e6b-a1cc-0fecb805930b
Williams, Veronika
a5c359ae-4926-4273-a0f5-bbaa3bb00fc3
Powell, John
0616c5bf-0ce6-48ef-9b89-45a72529beb1
October 2019
Atherton, Helen
9bb8932e-7bb7-4781-ab97-114613de99b1
Fleming, Joanna
443954d1-eacf-4e6b-a1cc-0fecb805930b
Williams, Veronika
a5c359ae-4926-4273-a0f5-bbaa3bb00fc3
Powell, John
0616c5bf-0ce6-48ef-9b89-45a72529beb1
Atherton, Helen, Fleming, Joanna, Williams, Veronika and Powell, John
(2019)
Online patient feedback: a cross-sectional survey of the attitudes and experiences of United Kingdom health care professionals.
Journal of Health Services Research & Policy, 24 (4), .
(doi:10.1177/1355819619844540).
Abstract
Objectives: online patient feedback is a growing phenomenon but little is known about health professional attitudes and behaviours in relation to it. We aimed to identify the characteristics, attitudes and self-reported behaviours and experiences of doctors and nurses towards online feedback from their patients or their carers.
Methods: we conducted a cross-sectional self-completed online questionnaire of 1001 registered doctors and 749 nurses and midwives involved in direct patient care in the United Kingdom.
Results: just over a quarter (27.7% or 277/1001) of doctors and 21% (157/749) of nurses were aware that patients/carers had provided online feedback about an episode of care in which they were involved, and 20.5% (205/1001) of doctors and 11.1% (83/749) of nurses had experienced online feedback about them as an individual practitioner. Feedback on reviews/ratings sites was seen as more useful than social media feedback to help improve services. Both types of feedback were more likely to be seen as useful by nurses compared with doctors and by hospital-based professionals compared with those based in community settings. Doctors were more likely than nurses to believe that online feedback is unrepresentative and generally negative in tone. The majority of respondents had never encouraged patients/carers to leave online feedback.
Conclusions: despite enthusiasm from health policymakers, many health care professionals have little direct experience of online feedback, and rarely encourage it, as they view it as unrepresentative and with limited value for improving the quality of health services. The difference in opinion between doctors and nurses has the potential to disrupt any use of online patient feedback. The findings have implications for policy and practice in how online patient feedback is solicited and acted upon.
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atherton-et-al-2019-online-patient-feedback-a-cross-sectional-survey-of-the-attitudes-and-experiences-of-united-kingdom
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e-pub ahead of print date: 2 June 2019
Published date: October 2019
Identifiers
Local EPrints ID: 486553
URI: http://eprints.soton.ac.uk/id/eprint/486553
ISSN: 1355-8196
PURE UUID: 46a769a2-0ff2-40ca-bd8b-0e01cc24c8a8
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Date deposited: 26 Jan 2024 17:31
Last modified: 18 Mar 2024 04:18
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Author:
Helen Atherton
Author:
Joanna Fleming
Author:
Veronika Williams
Author:
John Powell
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