Research chat 17: organisational culture and online patient feedback

For our 17th research chat we welcomed back Dr Lauren Ramsey of Leeds University, on 2 February 2023, for her third research chat appearance.

We discussed Lauren's recent paper comparing how three different NHS trusts in England thought about the value and meaning of online patient feedback, and how best to respond to it (or not).

Exploring the sociocultural contexts in which healthcare staff respond to and use online patient feedback in practice: In-depth case studies of three NHS Trusts

This paper concludes: "Our in-depth case studies identify a range of sociocultural barriers facing staff who do not respond to, or provide generic responses to patient feedback online. We also demonstrate the sociocultural context in which online interactions between patients and staff can be embraced and used to inform improvement."

This was a really stimulating discussion and I hope you enjoy it!

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