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What Do Patients Complain About Online: A Systematic Review and Taxonomy Framework Based on Patient Centeredness
Jing Liu1, Shengchao Hou1,2, Richard Evans3
1School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan, China.
Journal of Medical Internet Research
|August 9, 2019
Summary
Patient online complaints reveal dissatisfaction primarily with healthcare processes and provider skills. This analysis highlights variations in patient experiences across countries, offering valuable insights for healthcare improvement.
Area of Science:
- Healthcare quality and patient experience research.
- Digital health and online patient feedback analysis.
- Health services research and patient-centered care.
Background:
- Online patient complaints are increasing due to global internet access.
- A patient-centered care (PCC) framework can analyze these complaints.
- Understanding patient dissatisfaction determinants is crucial for improving healthcare.
Purpose of the Study:
- To develop a taxonomy for online patient complaints based on PCC.
- To investigate if PCC determinants align with patient experience determinants.
- To provide a structured approach for analyzing patient feedback.
Main Methods:
- A systematic literature search (2000-2018) of databases like PubMed, Scopus, and Web of Science.
- Inclusion of studies with primary quantitative data on online patient complaints.
- Application of a priori framework synthesis and thematic analysis (deductive and inductive).
Main Results:
- 17 studies from 5 countries were analyzed.
- Most patient dissatisfaction stemmed from patient-centered processes (49.71%).
- Prerequisites (physician skills) and care environment were also significant areas of concern.
Conclusions:
- Online patient complaints offer valuable data for healthcare providers and regulators.
- The developed PCC framework is applicable across diverse healthcare settings and countries.
- Significant international variations exist in patients' online complaints and concerns.
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