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Online Patient Feedback as a Measure of Quality in Primary Care: a Multimethod Study Using Correlation and Qualitative Analysis by Boylan, Anne-Marie; Turk, Amadea; van Velthoven, Michelle Helena; Powell, John is a Medicine article available to read on EtoBox.

What is Online Patient Feedback as a Measure of Quality in Primary Care: a Multimethod Study Using Correlation and Qualitative Analysis about?

## Objectives To ascertain the relationship between online patient feedback and the General Practice Patient Survey (GPPS) and the Friends and Family Test (FFT). To consider the potential benefit it may add by describing the content of public reviews found on NHS Choices for all general practices in one Clinical Commissioning Group in England. ## Design Multimethod study using correlation and thematic analysis. ## Setting 1396 public online reviews and ratings on NHS Choices for all General Practices (n=70) in Oxfordshire Clinical Commissioning Group in England. ## Results Significant moderate correlations were found between the online patient feedback and the GPPS and the FFT. Three themes were developed through the qualitative analysis: (1) online feedback largely provides positive reinforcement for practice staff; (2) online feedback is used as a platform for suggesting service organisation and delivery improvements; (3) online feedback can be a source of insight into patients’ expectations of care. These themes illustrate the wide range of topics commented on by patients, including their medical care, relationships with various members of staff, practice facilities, amenities a

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Author

Boylan, Anne-Marie; Turk, Amadea; van Velthoven, Michelle Helena; Powell, John

Publisher

BMJ; BMJ Publishing Group; London: BMJ Publishing (ISSN 2044-6055)

Published

2020

Language

EN

Field

Medicine (Health Sciences)