What does patient feedback reveal about the NHS? A mixed methods study of comments posted to the NHS Choices online service.

ABSTRACT:

Objective

To examine the key themes of positive and negative feedback in patients' online feedback on NHS (National Health Service) services in England and to understand the specific issues within these themes and how they drive positive and negative evaluation.

Design

Computer-assisted quantitative and qualitative studies of 228 113 comments (28 971 142 words) of online feedback posted to the NHS Choices website. Comments containing the most frequent positive and negative evaluative words are qualitatively examined to determine the key drivers of positive and negative feedback.

Participants

Contributors posting comments about the NHS between March 2013 and September 2015.

Results

Overall, NHS services were evaluated positively approximately three times more of

SUBMITTER: Brookes G 

PROVIDER: S-EPMC5566587 | biostudies-literature | 2017 Apr

REPOSITORIES: biostudies-literature