Using online patient feedback to improve NHS services: the INQUIRE multimethod study

Powell, John; Atherton, Helen; Williams, Veronika; Mazanderani, Fadhila; Dudhwala, Farzana; Woolgar, Steve; Boylan, Anne-Marie; Fleming, Joanna; Kirkpatrick, Susan; Martin, Angela; van Velthoven, Michelle; de Iongh, Anya; Findlay, Douglas; Locock, Louise; Ziebland, Sue

doi:10.3310/hsdr07380

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This study found that while providing and using online feedback are becoming more common for patients, there is some caution from professionals and a lack of organisational preparedness.

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John Powell ^1,^*, Helen Atherton ², Veronika Williams ¹, Fadhila Mazanderani ³, Farzana Dudhwala ¹, Steve Woolgar ^4,⁵, Anne-Marie Boylan ¹, Joanna Fleming ², Susan Kirkpatrick ¹, Angela Martin ¹, Michelle van Velthoven ⁶, Anya de Iongh ⁷, Douglas Findlay ⁷, Louise Locock ⁸, Sue Ziebland ¹

¹ Nuffield Department of Primary Care Health Sciences, University of Oxford, Oxford, UK
² Unit of Academic Primary Care, Warwick Medical School, University of Warwick, Coventry, UK
³ School of Social and Political Science, University of Edinburgh, Edinburgh, UK
⁴ Saïd Business School, University of Oxford, Oxford, UK
⁵ Department of Thematic Studies, Linköping University, Linköping, Sweden
⁶ Department of Paediatrics, University of Oxford, Oxford, UK
⁷ Lay representative, , UK
⁸ Health Services Research Unit, University of Aberdeen, Aberdeen, UK
^* Corresponding author Email: john.powell@phc.ox.ac.uk

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