PDF(Pubmed)
Abstract：
Although there are studies on the use of social media and palliative and end-of-life care (PEOLC), there are no studies specifically investigating the content of online public feedback about PEOLC services. This study sought to understand experiences of end-of-life care provided in hospitals in the West of Scotland by exploring the main themes within the content of stories posted on a nationally endorsed nonprofit feedback online platform, Care Opinion, within a 2-year period. We used \"Appreciative Inquiry\" as a theoretical framework for this study to determine what works well in end-of-life care, while also identifying areas for further improvement. Of the 1428 stories published on \"Care Opinion\" from March 2019 to 2021 regarding hospitals in the West of Scotland, 48 (3.36%) were related to end-of-life care, of which all were included in data analysis. Using the software package NVivo and thematic analysis, we identified 4 key themes. We found that people overwhelmingly posted positive feedback about their experiences with end-of-life care. People reported positively about staff professionalism in providing compassionate and person-centered care to meet their loved ones needs at end of life. Other experiences of care related to challenges facing healthcare services, particularly during the COVID-19 pandemic. Quality appraisal of staff responses highlighted areas for improving feedback. This study can add to the aim of improving staff response to people\'s concerns about end-of-life care. This study has provided a novel perspective of patients\' experiences of end-of-life care in hospitals in the West of Scotland. Novel insights were the appreciation of quality of care, staff professionalism, effective communication, and meeting patient\'s needs at end-of-life particularly by nursing staff.
摘要：
尽管有关于使用社交媒体和姑息治疗和临终关怀（PEOLC）的研究，没有专门调查关于PEOLC服务的在线公众反馈内容的研究.这项研究旨在通过探索在国家认可的非营利性在线反馈平台上发布的故事内容中的主要主题，来了解苏格兰西部医院提供的临终护理经验。CareOpinion,在两年内。我们使用“赞赏性调查”作为本研究的理论框架，以确定哪些在临终关怀中效果良好，同时还确定了需要进一步改进的领域。从2019年3月到2021年，在“护理意见”上发表的关于苏格兰西部医院的1428个故事中，48人（3.36%）与临终关怀有关，其中全部包括在数据分析中。使用软件包NVivo和主题分析，我们确定了4个关键主题。我们发现，人们绝大多数都对他们在临终关怀方面的经历发表了积极的反馈。人们积极评价员工的专业精神，提供富有同情心和以人为本的护理，以满足他们所爱的人在生命结束时的需求。与医疗服务面临的挑战相关的其他护理经验，特别是在COVID-19大流行期间。对工作人员答复的质量评估突出了改进反馈的领域。这项研究可以提高员工对人们对临终关怀的担忧的反应。这项研究为苏格兰西部医院中患者的临终护理经验提供了新的视角。新颖的见解是对护理质量的欣赏，工作人员的专业精神，有效沟通,并满足患者临终时的需求，特别是护理人员。
