PDF(Pubmed)
Abstract：
OBJECTIVE: To gain a deeper understanding of online patient feedback moderation through the organisation of Care Opinion in Scotland.
METHODS: An ethnographic study, initially using in-person participant observations, switching to remote methods due to the pandemic. This involved the use of remote observations and interviews. Interviews were carried out with the whole Scottish team (n = 8).
RESULTS: Our results identify three major themes of work found in online patient feedback moderation. The first is process work, where moderators make decisions on how to edit and publish stories. The second is emotional labour from working with healthcare experiences and with NHS staff. The third is the brokering/mediation role of Care Opinion, where they must manage the relationships between authors, subscribing healthcare providers and Scottish Government. Our results also capture that these different themes are not independent and can at times influence the others.
CONCLUSIONS: Our results build on previous literature on Care Opinion and provide novel insights into the emotional and brokering/mediation work they undertake. Care Opinion holds a unique position, where they must balance the interests of the key stakeholders. Care Opinion holds the power to amplify authors\' voices but the power to make changes to services lies with NHS staff and services. Online moderation work is complex, and moderators require support to carry out their work especially given the emotional impact. Further research is planned to understand how patient stories are used by NHS Scotland, and the emotional labour involved with stories, from both the author and NHS staff perspective.
METHODS: An ethnographic study, initially using in-person participant observations, switching to remote methods due to the pandemic. This involved the use of remote observations and interviews. Interviews were carried out with the whole Scottish team (n = 8).
RESULTS: Our results identify three major themes of work found in online patient feedback moderation. The first is process work, where moderators make decisions on how to edit and publish stories. The second is emotional labour from working with healthcare experiences and with NHS staff. The third is the brokering/mediation role of Care Opinion, where they must manage the relationships between authors, subscribing healthcare providers and Scottish Government. Our results also capture that these different themes are not independent and can at times influence the others.
CONCLUSIONS: Our results build on previous literature on Care Opinion and provide novel insights into the emotional and brokering/mediation work they undertake. Care Opinion holds a unique position, where they must balance the interests of the key stakeholders. Care Opinion holds the power to amplify authors\' voices but the power to make changes to services lies with NHS staff and services. Online moderation work is complex, and moderators require support to carry out their work especially given the emotional impact. Further research is planned to understand how patient stories are used by NHS Scotland, and the emotional labour involved with stories, from both the author and NHS staff perspective.
摘要：
目的：通过苏格兰的护理意见组织，更深入地了解在线患者反馈审核。
方法：人种学研究，最初使用当面参与者观察，由于大流行而切换到远程方法。这涉及使用远程观察和访谈。对整个苏格兰团队进行了采访（n=8）。
结果：我们的结果确定了在线患者反馈调节中发现的三个主要工作主题。首先是过程工作，主持人决定如何编辑和发布故事。第二个是与医疗保健经验和NHS员工一起工作的情感劳动。第三是关怀意见的中介/调解作用，他们必须管理作者之间的关系，订阅医疗保健提供者和苏格兰政府。我们的结果还表明，这些不同的主题不是独立的，有时会影响其他主题。
结论：我们的研究结果建立在以往关于护理意见的文献基础上，并为他们所从事的情感和中介/调解工作提供了新的见解。关怀意见拥有独特的地位，他们必须平衡关键利益相关者的利益。CareOpinion拥有扩大作者声音的权力，但对服务进行更改的权力在于NHS员工和服务。网上审核工作复杂,主持人需要支持来开展他们的工作，特别是考虑到情绪的影响。计划进行进一步的研究，以了解NHS苏格兰如何使用患者故事，以及与故事有关的情感劳动，从作者和NHS工作人员的角度来看。
方法：人种学研究，最初使用当面参与者观察，由于大流行而切换到远程方法。这涉及使用远程观察和访谈。对整个苏格兰团队进行了采访（n=8）。
结果：我们的结果确定了在线患者反馈调节中发现的三个主要工作主题。首先是过程工作，主持人决定如何编辑和发布故事。第二个是与医疗保健经验和NHS员工一起工作的情感劳动。第三是关怀意见的中介/调解作用，他们必须管理作者之间的关系，订阅医疗保健提供者和苏格兰政府。我们的结果还表明，这些不同的主题不是独立的，有时会影响其他主题。
结论：我们的研究结果建立在以往关于护理意见的文献基础上，并为他们所从事的情感和中介/调解工作提供了新的见解。关怀意见拥有独特的地位，他们必须平衡关键利益相关者的利益。CareOpinion拥有扩大作者声音的权力，但对服务进行更改的权力在于NHS员工和服务。网上审核工作复杂,主持人需要支持来开展他们的工作，特别是考虑到情绪的影响。计划进行进一步的研究，以了解NHS苏格兰如何使用患者故事，以及与故事有关的情感劳动，从作者和NHS工作人员的角度来看。
