Research chat 23: Beyond cards and complaints

Research chat 23 was recorded at our Spring Conference, on 2 May 2024.

In this conversation we explored what people are doing when they share feedback about their care online, and the similarities and differences with traditional channels for expressions of gratitude (cards and chocolate) or dissatisfaction (complaint system) in healthcare.

We discussed how online feedback, read by multiple audiences, might feel for patients and staff and what we know, and don’t yet know, about how this differs from existing formal and informal ways of expressing compliment or concern.

Our guests for this chat were:

• Prof Ellen Stewart, Professor of Public Policy and Health at the University of Glasgow
• Dr Fadhila Mazanderani, Chancellor’s Fellow in Science and Technology studies at the University of Edinburgh.

Both of our guests have researched and published in the area of online feedback, albeit from different perspectives, and have both been guests on previous Care Opinion research chats.

I hope you enjoy the chat!

Watch the session

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