Narrative evaluation in patient feedback

Brookes, Gavin and McEnery, Tony and McGlashan, Mark and Smith, Gillian and Wilkinson, Mark (2021) Narrative evaluation in patient feedback. Narrative Inquiry. ISSN 1569-9935

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Abstract

Abstract This study examines how patients use narratives to evaluate their experiences of healthcare services online. The analysis draws on corpus linguistic techniques, specifically annotation, applying Labov and Waletzky’s (1967) framework to a sample of online comments about the NHS in England. Narratives are pervasive in this context, being present more than absent in the patients’ comments, but are particularly prominent in comments which evaluate care negatively. Evaluations can be accomplished through all the structural elements of the narrative, including in combination with one another. However, the presence and ordering of these elements does not seem to be influenced by the type of evaluation given (i.e. positive, negative or more neutral). As mediated social practice, the narratives are shaped by the technological affordances and social dynamics of this context, for instance in the placement of particular structural elements and the design of narratives for particular “imagined” audiences.

Item Type: Article
Additional Information: ** From Crossref journal articles via Jisc Publications Router ** History: epub 23-08-2021; issued 23-08-2021.
Identification Number: https://doi.org/10.1075/ni.20098.bro
Date: 23 August 2021
Uncontrolled Keywords: patient feedback ; annotation ; Health Communication ; narrative ; NHS
Subjects: Q100 Linguistics
Divisions: Faculty of Arts, Design and Media > Birmingham Institute of Media and English > School of English
SWORD Depositor: JISC PubRouter
Depositing User: JISC PubRouter
Date Deposited: 01 Sep 2021 09:07
Last Modified: 01 Sep 2021 09:07
URI: http://www.open-access.bcu.ac.uk/id/eprint/12134

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