Berry Emma, Skea Zoë C, Campbell Marion K, Locock Louise
Health Services Research Unit, University of Aberdeer, Aberdeen, UK.
Digit Health. 2022 Feb 23;8:20552076211074489. doi: 10.1177/20552076211074489. eCollection 2022 Jan-Dec.
To gain a deeper understanding of online patient feedback moderation through the organisation of Care Opinion in Scotland.
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 ( = 8).
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.
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.
通过对苏格兰“护理意见”组织的研究，更深入地了解在线患者反馈审核工作。
一项人种志研究，最初采用实地参与观察法，因疫情转向远程方法。这包括使用远程观察和访谈。对整个苏格兰团队（共8人）进行了访谈。
我们的研究结果确定了在线患者反馈审核工作中的三个主要主题。第一个是流程工作，审核人员在此过程中决定如何编辑和发布故事。第二个是处理医疗经历以及与国民保健服务体系（NHS）工作人员打交道时的情感劳动。第三个是“护理意见”的促成/调解角色，他们必须管理作者、订阅的医疗服务提供者和苏格兰政府之间的关系。我们的研究结果还表明，这些不同主题并非相互独立，有时会相互影响。
我们的研究结果以先前关于“护理意见”的文献为基础，为他们所从事的情感及促成/调解工作提供了新的见解。“护理意见”处于独特的地位，必须平衡关键利益相关者的利益。“护理意见”有能力放大作者的声音，但改变服务的权力掌握在NHS工作人员和服务机构手中。在线审核工作很复杂，审核人员开展工作需要支持，尤其是考虑到其情感影响。计划开展进一步研究，以了解苏格兰NHS如何利用患者故事，以及从作者和NHS工作人员的角度了解与这些故事相关的情感劳动。
