A glimpse behind the organisational curtain: A dramaturgical analysis exploring the ways healthcare staff engage with online patient feedback ‘front’ and ‘backstage’ at three hospital Trusts in England

Abstract

Healthcare staff are encouraged to use feedback from their patients to inform service and quality improvement. Receiving patient feedback via online channels is a relatively new phenomenon that has rarely been conceptualised. Further, the implications of a wide, varied and unknown(able) audience being able to view and interact with online patient feedback are yet to be understood. We applied a theoretical lens of dramaturgy to a large ethnographic dataset, collected across three NHS Trusts during 2019/2020. We found that organisations demonstrated varying levels of 'preparedness to perform' online, from invisibility through to engaging in public conversation with patients within a wider mission for transparency. Restrictive 'cast lists' of staff able to respond to patients was the hallmark of one organisation, whereas another devolved responding responsibility amongst a wide array of multidisciplinary staff. The visibility of patient-staff interactions had the

Consultations With Muslims From Minoritised Ethnic Communities Living in Deprived Areas: Identifying Inequities in Mental Health Care and Support

“…However, Muslims sometimes are hesitant to be treated or assessed for mental health‐related issues by someone from the same ethnic background due to confidentiality being breached, that is, that they may have links with their social circle and divulge sensitive information [ 50 ]. In support of key findings from our consultations, emerging evidence suggests that NHS organisations are still at a stage of infancy in terms of providing adequate and responsive feedback [ 51 , 52 , 53 ]. This has implications for patient safety and ultimately, service users' and carers' satisfaction, especially within Muslim communities, where there remain a lot of misconceptions relating to mental health.…”