Online patient feedback: a cross-sectional survey of the attitudes and experiences of United Kingdom health care professionals
Online patient feedback: a cross-sectional survey of the attitudes and experiences of United Kingdom health care professionals
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DOI：
10.1177/1355819619844540
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发表时间：
2019-10-01
影响因子：
2.4
通讯作者：
Powell, John
中科院分区：
文献类型：
--
作者：
Atherton, Helen;Fleming, Joanna;Powell, John
目的在线患者反馈是一种日益增长的现象，但对与之相关的卫生专业人员的态度和行为却知之甚少。我们的目标是确定医生和护士对他们的病人或他们的护理人员在线反馈的特征、态度和自我报告的行为和经验。方法对英国1001名注册医生和749名护士和助产士进行横断面自填在线问卷调查。结果刚刚超过四分之一(27.7%或277/1001)的医生和21%(157/749)的护士知道病人/护理者对他们所参与的护理事件提供了在线反馈，20.5%(205/1001)的医生和11.1%(83/749)的护士作为个体从业者经历过在线反馈。评论/评级网站上的反馈被认为比社交媒体反馈更有助于改善服务。与医生相比，这两种类型的反馈更有可能被护士视为有用，与社区环境中的反馈相比，在医院工作的专业人员更有可能认为这两种反馈有用。医生比护士更有可能认为在线反馈没有代表性，语气通常是负面的。大多数受访者从未鼓励患者/护理人员在网上留下反馈。结论尽管卫生政策制定者热情高涨，但许多卫生保健专业人员对在线反馈几乎没有直接经验，也很少鼓励在线反馈，因为他们认为在线反馈没有代表性，对提高卫生服务质量的价值有限。医生和护士之间的意见分歧有可能扰乱对在线患者反馈的任何使用。这些发现对如何征求在线患者反馈并采取行动的政策和实践具有一定的指导意义。
Objectives Online patient feedback is a growing phenomenon but little is known about health professional attitudes and behaviours in relation to it. We aimed to identify the characteristics, attitudes and self-reported behaviours and experiences of doctors and nurses towards online feedback from their patients or their carers. Methods We conducted a cross-sectional self-completed online questionnaire of 1001 registered doctors and 749 nurses and midwives involved in direct patient care in the United Kingdom. Results Just over a quarter (27.7% or 277/1001) of doctors and 21% (157/749) of nurses were aware that patients/carers had provided online feedback about an episode of care in which they were involved, and 20.5% (205/1001) of doctors and 11.1% (83/749) of nurses had experienced online feedback about them as an individual practitioner. Feedback on reviews/ratings sites was seen as more useful than social media feedback to help improve services. Both types of feedback were more likely to be seen as useful by nurses compared with doctors and by hospital-based professionals compared with those based in community settings. Doctors were more likely than nurses to believe that online feedback is unrepresentative and generally negative in tone. The majority of respondents had never encouraged patients/carers to leave online feedback. Conclusions Despite enthusiasm from health policymakers, many health care professionals have little direct experience of online feedback, and rarely encourage it, as they view it as unrepresentative and with limited value for improving the quality of health services. The difference in opinion between doctors and nurses has the potential to disrupt any use of online patient feedback. The findings have implications for policy and practice in how online patient feedback is solicited and acted upon.