NHS Scotland formally supports the use of Care Opinion as a way for patients and families to give feedback to the NHS and for hospitals to identify improvements which could be made to respond to patient comments. Care Opinion can be a rich source of ideas for improvement, but working out how to analyse and use the material is a challenge. Staff may be unsure how to respond, how to prioritise issues raised, and how to use unsolicited stories from Care Opinion alongside complaints and other formal feedback methods such as quantitative patient experience surveys. This project will involve 1) analysis of recent comments about NHS Grampian services and how staff have responded, and 2) interviews with staff at different levels in the organisation about their experience of working with Care Opinion data, to understand their concerns and how they can be better supported to use Care Opinion. The lead investigator is already involved in two English studies on how staff use different types of patient experience data for quality improvement, including online data. This project will bring learning from those projects into the Scottish context, and pave the way for a Scotland-wide study of Care Opinion.
Contacts
- Louise Locock; louise.locock@abdn.ac.uk
Status
CompletedPublications
Locock, L, Skea, Z, Alexander, G, Hiscox, C, Laidlaw, L & Shepherd, J 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', Digital Health, vol. 6, pp. 1-13. https://doi.org/10.1177/2055207619899520