The Language of Patient Feedback provides a unique insight into a diverse range of issues related to healthcare. Through the comprehensive and detailed interrogation of 29 million words of online patient feedback on the NHS in England, as well as 11 million words of responses to the feedback from NHS providers, this book:
- Uses a combination of computer-assisted and human analysis (Corpus-Assisted Discourse Analysis) to examine the extent to which characteristics like age and gender result in different types of evaluation.
- Investigates why nurses, doctors, dentists and receptionists are associated with very distinct types of feedback.
- Demonstrates the ways that NHS staff respond to comments and what this reveals about underlying institutional ideologies and practices.
- Concludes with suggestions for key recommendations that the NHS could act upon to improve the overall level of care it provides, as well as reflecting on what patient evaluation can actually tell us.
The Language of Patient Feedback is key reading for anyone undertaking research within corpus linguistics, discourse analysis and health communication.
"Engaging and thought-provoking throughout, this corpus-assisted study of patient feedback combines theoretical discussions with a wealth of empirical and practical insights. It will be of great interest to linguistics and communication scholars as well as health practitioners."
Nelya Koteyko, Queen Mary University of London, UK
