Ziewitz Malte
Department of Science & Technology Studies, Cornell University, 313 Morrill Hall, Ithaca, NY 14850, USA.
Soc Sci Med. 2017 Feb;175:99-108. doi: 10.1016/j.socscimed.2016.12.028. Epub 2016 Dec 21.
What does it take to mobilise experiences of care and make them useful for improving services? This article draws on ethnographic fieldwork with a UK-based patient feedback website to develop a critical perspective on patient experience as a contingent accomplishment and a focal point for eliciting, provoking, and respecifying relations of accountability. Following a single posting from the moderation room back to the author and into the wards and offices of the hospital, I show how moderators, carers, and clinical staff respond to and act upon a seemingly stable experience. Drawing on recent work in science studies and ethnomethodology, I suggest that the work of 'capturing the patient experience' is not so much a matter of accurate reporting or incontestable opining, but an exercise in testing versions of reality through the ongoing respecification of objects, audiences, and identities. Attending to the mundane practices of moderating accounts of care highlights the work of ordering alongside technologies of evaluation - the largely invisible labour that sustains the possibility of public patient feedback in the first place.
如何调动护理经验并使其对改善服务有用？本文借鉴了对英国一家患者反馈网站的人种志实地调查，以形成一种批判性视角，将患者体验视为一种偶然的成就，以及引发、激发和重新界定问责关系的焦点。从审核室的一篇帖子开始，追溯到作者，再进入医院的病房和办公室，我展示了审核人员、护理人员和临床工作人员如何对看似稳定的体验做出反应并采取行动。借鉴科学研究和民族方法学的最新成果，我认为“捕捉患者体验”的工作与其说是准确报告或无可争议的观点表达，不如说是通过不断重新界定对象、受众和身份来测试现实版本的一种实践。关注审核护理记录的日常实践，凸显了与评估技术一起进行排序的工作——这一基本无形的劳动首先维持了公众患者反馈的可能性。
