At Care Opinion we believe research is vital to understand people's experiences of care and how they could be improved. We also believe that research is needed to help us understand the risks and benefits of online feedback, and improve the way we do it.
We list some relevant research outputs below. If you know of research that isn't included in the below lists, please let us know at info@careopinion.org.au.
Research on Care Opinion and online feedback
2023
Feedback is indeed a dainty dish to set before the Trust: Comparing how online patient feedback is responded to and used across three hospital Trusts in England (Ramsey et al, 2023)
Using and loving the NHS: Chapter 6 in How Britain Loves the NHS: Practices of Care and Contestation (Stewart, 2023)
Developing a research community within an online healthcare feedback platform (Fylan et al, 2023)
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2022
Exploring the sociocultural contexts in which healthcare staff respond to and use online patient feedback in practice: In-depth case studies of three NHS Trusts (Ramsey et al, 2022)
Online patient feedback as a safety valve: An automated language analysis of unnoticed and unresolved safety incidents (Gillespie and Reader, 2022)
Using humanity to change systems’ – understanding the work of online feedback moderation: A case study of Care Opinion Scotland (Berry et al, 2022)
Narrative evaluation in patient feedback: A study of online comments about UK healthcare services (Brookes et al, 2022)
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2021
Turning the gaze: Digital patient feedback and the silent pathology of the NHS (Montgomery et al, 2021))
Caring for care: Online feedback in the context of public healthcare services (Mazanderani et al, 2021)
The Cultivation of Digital Health Citizenship (Petrakaki et al, 2021)
Implementing online patient feedback in a ‘special measures’ acute hospital: A case study using Normalisation Process Theory (Baines et al, 2021)
2020
Anonymity, veracity and power in online patient feedback: A quantitative and qualitative analysis of staff responses to patient comments on the ‘Care Opinion’ platform in Scotland (Locock et al, 2020)
Creating highly reliable health care organisations through reverse exchanges (Kumar et al, 2020)
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2017-2019
How do healthcare staff respond to patient experience feedback online? A typology of responses published on Care Opinion (Ramsey et al, 2019)
Responding effectively to adult mental health patient feedback in an online environment: A coproduced framework (Baines et al, 2018)
A cross sectional survey of the UK public to understand use of online ratings and reviews of health services (van Velthoven M et al, 2018)
Including the online feedback site, Patient Opinion, in the nursing curriculum: Exploratory study (Jones et al, 2017)
Wisdom of patients: predicting the quality of care using aggregated patient feedback (Griffiths and Leaver, 2017)
Experience in action: Moderating care in web-based patient feedback (Ziewitz, 2017)
Research using stories on Care Opinion UK
2022
Learning from patient experiences of projection imaging through the use of online feedback platforms (Preston and Harvey-Lloyd, 2022)
Reducing delayed transfer of care in older people: A qualitative study of barriers and facilitators to shorter hospital stays (Smith et al, 2022)
Views of Care at End of Life: A Secondary Analysis of Online Feedback Using Care Opinion (Khonsari et al, 2022)
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2021
A fuzzy aspect-based approach for recommending hospitals (Serrano-Guerrero et al, 2021)
Exploring Patients’ Pharmacy Stories: An Analysis of Online Feedback (Loo et al, 2021)
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2019
Comparing psychiatric care experiences shared online with validated questionnaires; do they include the same content? (Baines et al, 2019)
Research Commentary (UK)
Discussion of research findings and their implication