Potential sources of information for the ‘cloud of patient experience’
| Type of source | Examples | Information that could be used | Advantages | Disadvantages |
|---|---|---|---|---|
| Rating and feedback websites | RateMDs,25 Patient Opinion,26 Iwantgreatcare27 | Ratings and free text descriptions of healthcare providers and individual clinicians | Comments usually directly relate to care experience | Comparatively low usage, possibility of deliberate gaming |
| Patient networks, discussion fora and blogs | Patientslikeme,28 Mumsnet,29 Epatients.net30 | Patients’ and carers’ shared descriptions of their care and experiences | Authentic voice of the patient, often well used in specific patient communities | May be a selection bias towards particular demographics (with higher socio-economic status) or interest groups |
| Micro-blogs | Twitter31 | Tweets (short messages) directed towards hospitals or care providers | High volume of traffic, often tagged with service they relate to | Short, unstructured messages may contain minimal information about care quality |
| Social networks | Facebook,32 Google+33 | Comments left on hospital or friends’ pages about care or specific signals of appreciation (eg, likes, ‘+1's) | High membership and usage by the public | Public rarely talks about healthcare on these platforms Content may be from employees rather than patients |