Online patient feedback offers important insights into the safety and quality of care

How useful is online patient feedback? Are patients really telling us anything we need to know about the quality and safety of healthcare, beyond the kindness of staff and the problems they encountered with food and parking?If you listened to some healthcare staff, you’d be forgiven for thinking that online feedback was a waste of time—or worse. “Things are picked up online but it’s not usually severe … usually people wanting to have a rant,” said one head of patient experience to researchers,1 while a study exploring attitudes in primary care quotes a practice nurse clearly at the end of her tether: “People know the NHS is on its knees and how it is, so don’t sit there slagging and slating, yeah? No, no I can’t bear it.”2A 2019 survey of medical and nursing staff presents a slightly less negative picture, with around 39% of doctors and 74% of nurses…
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