Full Description
The Language of Patient Feedback provides a unique insight into a diverse range of issues related to healthcare. Through the comprehensive and detailed interrogation of 29 million words of online patient feedback on the NHS in England, as well as 11 million words of responses to the feedback from NHS providers, this book:
Uses a combination of computer-assisted and human analysis (Corpus-Assisted Discourse Analysis) to examine the extent to which characteristics like age and gender result in different types of evaluation.
Investigates why nurses, doctors, dentists and receptionists are associated with very distinct types of feedback.
Demonstrates the ways that NHS staff respond to comments and what this reveals about underlying institutional ideologies and practices.
Concludes with suggestions for key recommendations that the NHS could act upon to improve the overall level of care it provides, as well as reflecting on what patient evaluation can actually tell us.
The Language of Patient Feedback is key reading for anyone undertaking research within corpus linguistics, discourse analysis and health communication.
Contents
List of figures
List of tables
Acknowledgements
Introduction: The NHS, patient feedback and corpus linguistics
What seems to be the trouble?: Identifying key areas of patient concern
On a scale of 1 to 5...: Comparing the rating scale with written feedback
Rude receptionists, dismissive doctors and lovely nurses: Comparing NHS providers and staff
I have been a patient with this surgery all my life: Age and evaluation
Real men don't feel pain: Language and gendered expectations
Your feedback is important to us: Staff replies to patient feedback
Conclusion: The health of the NHS
References
Index
