The Language of Patient Feedback provides a unique insight into a
diverse range of issues related to healthcare. Through the
comprehensive and detailed interrogation of 29 million words of
online patient feedback on the NHS in England, as well as 11
million words of responses to the feedback from NHS providers, this
book: Uses a combination of computer-assisted and human analysis
(Corpus-Assisted Discourse Analysis) to examine the extent to which
characteristics like age and gender result in different types of
evaluation. Investigates why nurses, doctors, dentists and
receptionists are associated with very distinct types of feedback.
Demonstrates the ways that NHS staff respond to comments and what
this reveals about underlying institutional ideologies and
practices. Concludes with suggestions for key recommendations that
the NHS could act upon to improve the overall level of care it
provides, as well as reflecting on what patient evaluation can
actually tell us. The Language of Patient Feedback is key reading
for anyone undertaking research within corpus linguistics,
discourse analysis and health communication.
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