This NIHR Health Services and Delivery Research programme study investigates how the NHS should best interpret and act on patient experiences as online patient feedback to improve the quality of NHS services. The research includes interviews with people who have given online feedback as well as ethnographic case studies in four NHS sites in England to examine how in practice they engage with online feedback. A toolkit for the NHS on using online patient experience feedback data will be produced.


Louise Locock (co-investigator):