Narrative evaluation in patient feedback

IF 0.9 4区 文学 Q3 COMMUNICATION Narrative Inquiry Pub Date : 2021-07-21 DOI:10.1075/ni.20098.bro
Gavin Brookes, Tony McEnery, M. McGlashan, Gillian Smith, Mark Wilkinson
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引用次数: 4

Abstract

This study examines how patients use narratives to evaluate their experiences of healthcare services online. The analysis draws on corpus linguistic techniques, specifically annotation, applying Labov and Waletzky’s (1967) framework to a sample of online comments about the NHS in England. Narratives are pervasive in this context, being present more than absent in the patients’ comments, but are particularly prominent in comments which evaluate care negatively. Evaluations can be accomplished through all the structural elements of the narrative, including in combination with one another. However, the presence and ordering of these elements does not seem to be influenced by the type of evaluation given (i.e. positive, negative or more neutral). As mediated social practice, the narratives are shaped by the technological affordances and social dynamics of this context, for instance in the placement of particular structural elements and the design of narratives for particular “imagined” audiences.
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患者反馈中的叙述性评价
本研究探讨了患者如何使用叙事来评估他们的在线医疗服务体验。分析利用语料库语言学技术,特别是注释,将Labov和Waletzky(1967)的框架应用于关于英国NHS的在线评论样本。在这种情况下,叙述是普遍存在的,在患者的评论中存在多于缺席,但在负面评价护理的评论中尤为突出。评估可以通过叙事的所有结构元素来完成,包括相互结合。然而,这些元素的存在和顺序似乎不受所给出的评价类型(即积极、消极或更中性)的影响。作为媒介的社会实践,叙事是由这种背景下的技术支持和社会动态塑造的,例如在特定结构元素的放置和特定“想象”受众的叙事设计中。
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来源期刊
Narrative Inquiry
Narrative Inquiry Multiple-
CiteScore
2.10
自引率
14.30%
发文量
14
期刊介绍: Narrative Inquiry is devoted to providing a forum for theoretical, empirical, and methodological work on narrative. Articles appearing in Narrative Inquiry draw upon a variety of approaches and methodologies in the study of narrative as a way to give contour to experience, tradition, and values to next generations. Particular emphasis is placed on theoretical approaches to narrative and the analysis of narratives in human interaction, including those practiced by researchers in psychology, linguistics and related disciplines.
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