Examining How Online Patient Feedback Can Be Used In Healthcare

OxfordGeneric Health Relevance
Start Date: 5 Jan 2015


How much feedback from patients on their healthcare is there out there, and where is it? How could we begin to use this feedback to improve healthcare services?


This study will review and present the existing evidence for how patient/customer feedback and comments, found on a variety of websites, can be used to improve healthcare services – including the lessons learned from other sectors, such as retail and travel, where the use of such feedback is commonplace.

It will identify gaps in our understanding of how feedback can be used to improve services and make recommendations for future research.

Prof John Powell