Project 5: (Objective 3) In-depth organisational case studies.
– Gain a deep understanding of how and why online patient feedback is currently viewed and used (or not) by NHS staff and NHS organisations and commissioners;
– Analyse how online feedback relates to other sources of data on patient experiences;
– Know how to use this knowledge to improve NHS care.
Method: in-depth case ethnographic studies with NHS secondary care provider organisations and their local related organisations (secondary care focus as majority of online feedback is on secondary care). While this in-depth case study approach necessarily means a small sample (due to being resource intensive), we will aim for diversity of organisational size and current level of performance.