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Narrative evaluation in patient feedback: A study of online comments about UK healthcare services

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Narrative evaluation in patient feedback: A study of online comments about UK healthcare services. / Brookes, Gavin; McEnery, Anthony; McGlashan, Mark et al.
In: Narrative Inquiry, Vol. 32, No. 1, 31.01.2022, p. 9-35.

Research output: Contribution to Journal/MagazineJournal articlepeer-review

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Brookes G, McEnery A, McGlashan M, Smith G, Wilkinson M. Narrative evaluation in patient feedback: A study of online comments about UK healthcare services. Narrative Inquiry. 2022 Jan 31;32(1):9-35. Epub 2021 Aug 23. doi: 10.1075/ni.20098.bro

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@article{92403ead5b264dc897705b8325b7f1ff,
title = "Narrative evaluation in patient feedback: A study of online comments about UK healthcare services",
abstract = "This study examines how patients use narratives to evaluate their experiences of healthcare services online. The analysis draws on corpus linguistic techniques, specifically annotation, applying Labov and Waletzky{\textquoteright}s (1967) framework to a sample of online comments about the NHS in England. Narratives are pervasive in this context, being present more than absent in the patients{\textquoteright} comments, but are particularly prominent in comments which evaluate care negatively. Evaluations can be accomplished through all the structural elements of the narrative, including in combination with one another. However, the presence and ordering of these elements does not seem to be influenced by the type of evaluation given (i.e. positive, negative or more neutral). As mediated social practice, the narratives are shaped by the technological affordances and social dynamics of this context, for instance in the placement of particular structural elements and the design of narratives for particular “imagined” audiences.",
keywords = "patient feedback, Health Communication, NHS, narrative, annotation",
author = "Gavin Brookes and Anthony McEnery and Mark McGlashan and Gillian Smith and Mark Wilkinson",
year = "2022",
month = jan,
day = "31",
doi = "10.1075/ni.20098.bro",
language = "English",
volume = "32",
pages = "9--35",
journal = "Narrative Inquiry",
issn = "1387-6740",
publisher = "John Benjamins Publishing Company",
number = "1",

}

RIS

TY - JOUR

T1 - Narrative evaluation in patient feedback

T2 - A study of online comments about UK healthcare services

AU - Brookes, Gavin

AU - McEnery, Anthony

AU - McGlashan, Mark

AU - Smith, Gillian

AU - Wilkinson, Mark

PY - 2022/1/31

Y1 - 2022/1/31

N2 - This study examines how patients use narratives to evaluate their experiences of healthcare services online. The analysis draws on corpus linguistic techniques, specifically annotation, applying Labov and Waletzky’s (1967) framework to a sample of online comments about the NHS in England. Narratives are pervasive in this context, being present more than absent in the patients’ comments, but are particularly prominent in comments which evaluate care negatively. Evaluations can be accomplished through all the structural elements of the narrative, including in combination with one another. However, the presence and ordering of these elements does not seem to be influenced by the type of evaluation given (i.e. positive, negative or more neutral). As mediated social practice, the narratives are shaped by the technological affordances and social dynamics of this context, for instance in the placement of particular structural elements and the design of narratives for particular “imagined” audiences.

AB - This study examines how patients use narratives to evaluate their experiences of healthcare services online. The analysis draws on corpus linguistic techniques, specifically annotation, applying Labov and Waletzky’s (1967) framework to a sample of online comments about the NHS in England. Narratives are pervasive in this context, being present more than absent in the patients’ comments, but are particularly prominent in comments which evaluate care negatively. Evaluations can be accomplished through all the structural elements of the narrative, including in combination with one another. However, the presence and ordering of these elements does not seem to be influenced by the type of evaluation given (i.e. positive, negative or more neutral). As mediated social practice, the narratives are shaped by the technological affordances and social dynamics of this context, for instance in the placement of particular structural elements and the design of narratives for particular “imagined” audiences.

KW - patient feedback

KW - Health Communication

KW - NHS

KW - narrative

KW - annotation

U2 - 10.1075/ni.20098.bro

DO - 10.1075/ni.20098.bro

M3 - Journal article

VL - 32

SP - 9

EP - 35

JO - Narrative Inquiry

JF - Narrative Inquiry

SN - 1387-6740

IS - 1

ER -