Online patient feedback as a measure of quality in primary care: a multimethod study using correlation and qualitative analysis.

ABSTRACT:

Objectives

To ascertain the relationship between online patient feedback and the General Practice Patient Survey (GPPS) and the Friends and Family Test (FFT). To consider the potential benefit it may add by describing the content of public reviews found on NHS Choices for all general practices in one Clinical Commissioning Group in England.

Design

Multimethod study using correlation and thematic analysis.

Setting

1396 public online reviews and ratings on NHS Choices for all General Practices (n=70) in Oxfordshire Clinical Commissioning Group in England.

Results

Significant moderate correlations were found between the online patient feedback and the GPPS and the FFT. Three themes were developed through the qualitative analysis: (1) online feedback largely provid

SUBMITTER: Boylan AM 

PROVIDER: S-EPMC7050381 | biostudies-literature | 2020 Feb

REPOSITORIES: biostudies-literature