Breaking News
July 16, 2018 - Parents struggle with what to do when their child has headache, shows study
July 16, 2018 - Outrageous or overblown? HHS announces another round of ACA navigator funding cuts
July 16, 2018 - Weight loss surgery may impact individual’s risk of developing cancer, shows study
July 16, 2018 - Alexion Submits Application for Priority Review and Approval of ALXN1210 as a Treatment for Patients with Paroxysmal Nocturnal Hemoglobinuria (PNH) in the U.S.
July 16, 2018 - Restoring epigenetic balance reinstates memory in flies with Alzheimer’s disease symptoms
July 16, 2018 - Magnetized wire could be used to detect cancer in people | News Center
July 16, 2018 - Non-surgical management found to be feasible option for penetrating kidney trauma
July 16, 2018 - California clinic screens asylum seekers for honesty
July 16, 2018 - FDA Approves Xtandi (enzalutamide) for the Treatment of Men with Non-Metastatic Castration-Resistant Prostate Cancer (CRPC)
July 16, 2018 - Can nanotechnology help treat Alzheimer’s?
July 16, 2018 - Researchers identify protein essential for making stem cells | News Center
July 16, 2018 - Radiologist discusses causes, treatments of varicose veins
July 16, 2018 - Researchers develop nanostructured surface to accelerate wound healing after dental implants
July 16, 2018 - New non-invasive procedure to reposition kidney stones could benefit astronauts
July 16, 2018 - Attending Surgeon Influences Genetic Testing in Breast Cancer
July 16, 2018 - Medical doctors with addictions fear professional repercussions if they seek treatment
July 16, 2018 - 5 Questions: John Ioannidis calls for more rigorous nutrition research | News Center
July 16, 2018 - Researchers find definite increase in scooter-related injuries
July 16, 2018 - Researchers solve mystery of final blood group system
July 16, 2018 - Researchers develop near-infrared fluorophores-based PDT to cure cancer with less side effects
July 16, 2018 - Traumatic brain injury biomarker could help predict patient prognosis
July 16, 2018 - Researchers to investigate role of hormones in mosquito’s ability to use human blood for egg production
July 16, 2018 - AHA: Doctor Makes Lifesaving House Call in His Own Home
July 16, 2018 - Nearsightedness – Genetics Home Reference
July 16, 2018 - Study shows biomarker panel boosts lung cancer risk assessment for smokers
July 16, 2018 - Researchers find link between bereavement during pregnancy, child’s mental health | News Center
July 16, 2018 - Legalizing same-sex marriage has meaningful effects on health care access for sexual-minority men
July 16, 2018 - New York to allow medical marijuana as substitute to opioids
July 16, 2018 - Reducing tapeworm infection could improve academic performance, reduce poverty | News Center
July 16, 2018 - Researchers describe key role of enzyme in regulating immune response against Chagas disease parasite
July 16, 2018 - Johnson & Johnson Announces Publication in The Lancet Highlighting Robust Immune Response to Janssen’s Mosaic-based Preventive Vaccine Regimen for HIV
July 16, 2018 - Do Racial and Gender Disparities Exist in Newer Glaucoma Treatments?
July 16, 2018 - Antibodies may predict transplant rejection risk
July 16, 2018 - New center sets out to stop disease before it starts | News Center
July 16, 2018 - FDA warns consumers about criminals sending fake warning letters
July 16, 2018 - Residential segregation linked with racial disparities in firearm homicide fatalities
July 16, 2018 - UW-Madison researchers develop new method to track Parkinson’s damage in the heart
July 16, 2018 - New approach to cultivate hypoallergenic tomato and strawberry varieties
July 16, 2018 - Smoking associated with delayed shinbone healing
July 16, 2018 - Sheila Dolezal, ‘team player extraordinaire,’ wins 2018 Amy J. Blue Award | News Center
July 16, 2018 - Advanced Prostate Cancer Variant More Common Than Thought
July 16, 2018 - New ways to conquer sleep apnea compete for place in bedroom
July 16, 2018 - Renowned microbe hunter Stanley Falkow dies at 84 | News Center
July 15, 2018 - FDA Slaps Stronger Warnings on Potent Class of Antibiotics, Fluoroquinolones
July 15, 2018 - Don’t let depression keep you from exercising
July 15, 2018 - Student research symposium showcases curiosity and scholarship | News Center
July 15, 2018 - Heavy smokers have increased risk of heart rhythm disorder, shows study
July 15, 2018 - Parents who had severe trauma, stresses in childhood more likely to have kids with behavioral health problems
July 15, 2018 - At colloquium, a range of views on value of predictive algorithms | News Center
July 15, 2018 - Pittcon invites oral and poster presentations for 2019 Technical Program
July 15, 2018 - Virtual reality could offer psychotherapy for fear of heights, study shows
July 15, 2018 - Retooled vaccine raises hopes as a lower-cost treatment for Type 1 diabetes
July 15, 2018 - Kolon TissueGene To Start US Phase III Clinical Trial For Invossa
July 15, 2018 - Study finds prenatal marijuana use can affect infant size, behavior
July 15, 2018 - Howard Chang named HHMI investigator | News Center
July 15, 2018 - Study shows tailored mental health services improve wellbeing of emerging adults
July 15, 2018 - A bright future might help teens steer clear of violence
July 15, 2018 - Stanford Medicine magazine explores the art, science of listening and hearing | News Center
July 15, 2018 - New study tracks how the brain turns simple sensory inputs into meaningful categories
July 15, 2018 - Deadlier subtype of metastatic prostate cancer found to be common than previously thought
July 15, 2018 - UZH scientists identify enzyme that controls cell division
July 15, 2018 - Unhealthy Food Behaviors May Signal Eating Disorder in Teen
July 15, 2018 - Study raises doubts on a previous theory of Parkinson’s disease
July 15, 2018 - Grant awarded to study whether stem cells can treat urinary incontinence | News Center
July 15, 2018 - Imaging techniques may help assess immune system recovery in HIV patients
July 15, 2018 - Machine-learning may aid in diagnosis and treatment of mental health disorders
July 15, 2018 - ‘Skin Cancer, Take A Hike!’ program promotes sun safety and skin cancer awareness
July 15, 2018 - Blink Health announces lowest prices for generic prescriptions through Blue Eagle Health
July 15, 2018 - New drug strategy can alleviate multiple behavioral, cellular deficiencies in FXS mouse model
July 15, 2018 - Georgia State professor receives federal grant to study virus similar to Ebola virus
July 15, 2018 - Quitting Smoking? Even a Little Exercise Can Help You Stay Slim
July 15, 2018 - DBS treatment may slow the progression of Parkinson’s tremor in early-stage patients
July 15, 2018 - 5 Questions: Luby on virus with potential to cause global pandemic | News Center
July 15, 2018 - Corn loses its cancer-fighting phenolic acids when processed into cornflakes
July 15, 2018 - Study uncovers possible link between iron loading, alcohol intake and mortality
July 15, 2018 - Molecular insights of NagA enzyme could help combat TB
July 15, 2018 - The Facts on Tampons—and How to Use Them Safely
July 15, 2018 - Normalisation of ‘plus-size’ risks hidden danger of obesity, study finds
July 15, 2018 - $2.5 million award to support physician-scientist training | News Center
July 15, 2018 - Aeras announces publication of Phase 2 results of two TB vaccines
Research shows effective responses to online feedback

Research shows effective responses to online feedback

image_pdfDownload PDFimage_print

As more patients leave feedback on online platforms including social media, research shows how health and social care organisations can offer value in their response.

Led by Rebecca Baines and Professor Ray Jones from the University of Plymouth in collaboration with James Munro, the CEO of Care Opinion, the study highlights 19 key factors centred around:

  • Providing details of the responder e.g. name, role, responsibilities
  • Need for prompt reply
  • Tailored content
  • Signposting to key services
  • Sign-off

The team will be discussing the findings in full alongside a practical framework for patient feedback via webinar on Thursday 21 June from 2-3pm GMT.

The research began as Rebecca worked with a volunteer mental health patient research partner to explore experiences of psychiatric care shared on online feedback platforms.

Following concerns expressed by the patient research partner when a patient shared an emotive and powerful suicide related care experience online and received a ‘generic and standard’ response back, the team spoke to Plymouth charity Headscount to discuss what people wanted and looked for in an effective reply.

Led primarily by the people involved, the qualitative data collection with 12 people enabled the group to identify a number of key themes, which were then collaboratively analysed and turned into a practical framework outlining a useful response.

Rebecca, from the Collaboration for the Advancement of Medical Education Research & Assessment (CAMERA) in the University’s Faculty of Medicine and Dentistry, said: “Some organisations see online feedback as dangerous—assuming it will always be negative and unhelpful. I imagine that this stops some places from responding altogether, while others err on the side of caution and put out generic responses for fear of repercussion.

“In reality, despite being in a mental health setting, a lot of the feedback in this study was really positive—some people wanted to thank hospitals and social care organisations for the help provided and the new lease of life they provided.

“Either way, it’s so important for organisations to listen to their feedback, learn from it and respond effectively. Evidence suggests a poor response can increase the likelihood of patients transforming their feedback into a formal complaint.

“Going right back to grassroots level enabled us to see exactly what people valued in feedback responses and, although the framework relates to mental health patient experiences, it is applicable to many other forms of health and social care.”

James Munro said: “The format of Care Opinion is that patients leave feedback for a person or organisation, we pass on the comments and the organisation then replies.

“The importance of specificity was striking in this study, with patients wanting to know exactly the job role and name of who was responding to them—rather than a generic email address.

“Social media accounts, patient feedback platforms and online forums are only a few ways that are making online feedback a greater part of health and social care, so it’s important that people see it as an opportunity for engagement rather than a threat.”


Explore further:
Simple one-page tool improves patient satisfaction with doctor visit

More information:
Rebecca Baines et al, Responding effectively to adult mental health patient feedback in an online environment: A coproduced framework, Health Expectations (2018). DOI: 10.1111/hex.12682

Provided by:
University of Plymouth

Tagged with:

About author

Related Articles