A cross sectional survey of the UK public to understand use of online ratings and reviews of health services. Issue 9 (September 2018)

• Record Type: Journal Article
• Authors: van Velthoven, Michelle H.; Atherton, Helen; Powell, John
• Is Part Of: Patient education and counseling. Volume 101:Issue 9(2018)
• Page Start: 1690
• Page End: 1696
• Publication Date: 2018-09
• Subjects: Patient experience -- Internet -- Physicians -- Nurses -- Consumer behaviour -- Policy; Patient education -- Periodicals; Health counseling -- Periodicals; Health education -- Periodicals; Counseling -- Periodicals; Patient Education -- Periodicals; Éducation des patients -- Périodiques; Counseling -- Périodiques; Éducation sanitaire -- Périodiques; 615.5071
• DOI: 10.1016/j.pec.2018.04.001
• Languages: English
• ISSNs: 0738-3991

Abstract

Highlights: Many people are reading online feedback about health care and some are writing it. In contrast, few are being asked to provide online feedback on healthcare. Access to online patient feedback varies, and is low among some patient groups. Abstract: Objectives: To identify the self-reported behaviour of the public in reading and writing online feedback in relation to health services. Methods: A face-to-face cross-sectional survey of a representative sample of the UK population. Descriptive and logistic regression analyses were undertaken to describe and explore the use of online feedback. Results: 2036 participants were surveyed, and of 1824 Internet users, 42% (n = 760) had read online health care feedback and 8% (n = 147) had provided this feedback in the last year. People more likely to read feedback were: younger, female, with higher income, experiencing a health condition, urban dwelling, and more frequent internet users. For providing feedback, the only significant association was more frequent internet use. The most frequent reasons for reading feedback were: finding out about a drug, treatment or test; and informing a choice of treatment or provider. For writing feedback they were to: inform other patients; praise a service; or improve standards of services. 94% had never been asked to leave online feedback. Conclusion: Many people read online feedback from others, and some write feedback, although few are encouraged to do so. Practice implications: This emerging phenomenon can support patient choice and quality improvement, but needs to be better harnessed.