The language of patient feedback : a corpus linguistic study of online health communication / Paul Baker, Gavin Brookes and Craig Evans.

Format:

Book

Author/Creator:

Baker, Paul, 1972- author.

Brookes, Gavin (Linguist), author.

Evans, Craig (Linguist), author.

Contributor:

Alumni and Friends Memorial Book Fund.

Series:

Routledge applied corpus linguistics series

The Routledge applied corpus linguistics series

Language:

English

Subjects (All):

Physician and patient.

Communication in medicine.

England.

Communication in medicine--England.

Physician and patient--England.

Great Britain. National Health Service.

Great Britain.

Corpora (Linguistics).

Physical Description:

x, 245 pages : illustrations ; 25 cm.

Place of Publication:

Abingdon, Oxon ; New York, NY : Routledge, 2019.

Summary:

"The Language of Patient Feedback examines the language that patients use to represent and evaluate their experiences of the National Health Service in England, as well as the language that providers use to respond to their comments, to provide a unique insight into a diverse range of issues related to health care. 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"-- Provided by publisher.

Contents:

Introduction. The NHs, patient feedback and corpus linguistics

What seems to be the trouble? identifying key areas of patient concern

On a scale of 1 to 5 : comparing the rating scale with written feedback

Rude receptionists, dismissive doctors and lovely nurses : comparing NHS providers and staff

I have been a patient with this surgery all my life : age and evaluation

Real men don't feel pain : language and gendered expectations

Your feedback is important to us : staff replies to patient feedback

Conclusion. The health of the NHS.

Notes:

Includes bibliographical references and index.

Local Notes:

Acquired for the Penn Libraries with assistance from the Alumni and Friends Memorial Book Fund.

Other Format:

ebook version :

ISBN:

9781138702776

1138702773

OCLC:

1083701097