Webcare in healthcare: providers' responses to patients' online reviews
| Authors | |
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| Publication date | 10-2019 |
| Journal | British Journal of Healthcare Management |
| Volume | Issue number | 25 | 10 |
| Pages (from-to) | 1-7 |
| Organisations |
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| Abstract |
Background/Aims
Providers face a paradox between professional conduct and reputation management when they respond to patients' online reviews. This article aims to establish when and how health professionals respond to patients' online reviews, and how these reviews differ compared to other, non-medical, industries, such as driving schools and jewellery stores. Methods Predictors of providers' responses to 180 patient reviews on NHS Choices were identified and compared against the predictors of responses to 180 customer reviews by non-medical providers. Results Responses to patients' online reviews could be significantly predicted by the number of patient reviews received on NHS Choices and the providers' response routines, but not by characteristics of the patients' reviews. The non-medical providers, on the other hand, were responsive to characteristics of the online reviews and particularly the rating stars allocated to the provider. Conclusions Responses to reviews seem to be a distinctive way of ‘responding without reacting’. |
| Document type | Article |
| Language | English |
| Published at | https://doi.org/10.12968/bjhc.2018.0078 |
| Published at | https://search.ebscohost.com/login.aspx?direct=true&db=rzh&AN=139198240&site=ehost-live&scope=site |
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