Exploring Patients' Views Toward Giving Web-Based Feedback and Ratings to General Practitioners in England: A Qualitative Descriptive Study.
Exploring Patients' Views Toward Giving Web-Based Feedback and Ratings to General Practitioners in England: A Qualitative Descriptive Study.
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DOI：
10.2196/jmir.5865
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发表时间：
2016-08-05
影响因子：
7.4
通讯作者：
Hooberman L
中科院分区：
文献类型：
--
作者：
Patel S;Cain R;Neailey K;Hooberman L
患者反馈网站或医生评级网站越来越多地被患者用于提供有关其医疗保健体验的反馈。很少有人知道为什么在英国的病人可能会给基于网络的反馈，什么可能会激励或劝阻他们给基于网络的反馈。本研究的目的是探讨患者的意见，以提供基于网络的反馈和评级的全科医生（GP），在其他反馈方法的背景下，在英国的初级保健，特别是基于纸张的反馈卡。本研究采用描述性探索性质性研究方法，采用面对面的半结构式访谈。采用目的抽样方法在伦敦和考文垂招募了18名来自不同年龄组的参与者。访谈逐字转录和分析使用应用主题分析。这项研究中有一半的参与者没有意识到给全科医生留下反馈的机会，并且对给全科医生留下反馈的方法的认识有限。大多数参与者不相信全科医生需要正式的患者反馈，也不相信全科医生会使用正式的患者反馈来改进，无论他们是通过网站还是书面形式给出反馈。一些与会者表示或建议，他们可能会在网站上留下反馈，而不是在纸质反馈卡上，原因有几个：因为远程提供的能力和方便;因为它会与公众分享;因为它会被全科医生更认真地对待。然而，其他人则表示，出于相反的原因，他们不会使用网站留下反馈：因为可访问性问题;隐私和安全问题;因为他们认为网站上留下的反馈可能会被忽视。患者反馈和评级网站，因为他们目前将不会取代其他机制的患者在英国离开反馈的家庭医生。相反，他们可能会激励一小部分有更多利他动机或希望对全科医生施加集体压力的患者提供基于网络的反馈。如果国家卫生服务或全科医生的做法希望更多的病人留下基于网络的反馈，我们建议他们首先让病人意识到，他们可以安全地在全科医生的网站上留下匿名反馈。然后，他们可以说服他们，他们的反馈是需要的，并希望全科医生的改进，他们在网站上留下的评论将有利于其他患者决定哪个全科医生看到或加入全科医生的做法。
Patient feedback websites or doctor rating websites are increasingly being used by patients to give feedback about their health care experiences. There is little known about why patients in England may give Web-based feedback and what may motivate or dissuade them from giving Web-based feedback. The aim of this study was to explore patients’ views toward giving Web-based feedback and ratings to general practitioners (GPs), within the context of other feedback methods available in primary care in England, and in particular, paper-based feedback cards. A descriptive exploratory qualitative approach using face-to-face semistructured interviews was used in this study. Purposive sampling was used to recruit 18 participants from different age groups in London and Coventry. Interviews were transcribed verbatim and analyzed using applied thematic analysis. Half of the participants in this study were not aware of the opportunity to leave feedback for GPs, and there was limited awareness about the methods available to leave feedback for a GP. The majority of participants were not convinced that formal patient feedback was needed by GPs or would be used by GPs for improvement, regardless of whether they gave it via a website or on paper. Some participants said or suggested that they may leave feedback on a website rather than on a paper-based feedback card for several reasons: because of the ability and ease of giving it remotely; because it would be shared with the public; and because it would be taken more seriously by GPs. Others, however, suggested that they would not use a website to leave feedback for the opposite reasons: because of accessibility issues; privacy and security concerns; and because they felt feedback left on a website may be ignored. Patient feedback and rating websites as they currently are will not replace other mechanisms for patients in England to leave feedback for a GP. Rather, they may motivate a small number of patients who have more altruistic motives or wish to place collective pressure on a GP to give Web-based feedback. If the National Health Service or GP practices want more patients to leave Web-based feedback, we suggest they first make patients aware that they can leave anonymous feedback securely on a website for a GP. They can then convince them that their feedback is needed and wanted by GPs for improvement, and that the reviews they leave on the website will be of benefit to other patients to decide which GP to see or which GP practice to join.