What Do Patients Complain About Online: A Systematic Review and Taxonomy Framework Based on Patient Centeredness

作者：Jing Liu, Shengchao Hou, Richard Evans, Chenxi Xia, Weidong Xia, Jingdong Ma · 发表于：Journal of Medical Internet Research · 年份：2019 · DOI：10.2196/14634 · 被引用次数：29 · 研究领域：Medical Malpractice and Liability Issues、Patient-Provider Communication in Healthcare、Telemedicine and Telehealth Implementation

BACKGROUND: Complaints made online by patients about their health care experiences are becoming prevalent because of widespread worldwide internet connectivity. An a priori framework, based on patient centeredness, may be useful in identifying the types of issues patients complain about online across multiple settings. It may also assist in examining whether the determinants of patient-centered care (PCC) mirror the determinants of patient experiences. OBJECTIVE: The objective of our study was to develop a taxonomy framework for patient complaints online based on patient centeredness and to examine whether the determinants of PCC mirror the determinants of patient experiences. METHODS: First, the best fit framework synthesis technique was applied to develop the proposed a priori framework. Second, electronic databases, including Web of Science, Scopus, and PubMed, were searched for articles published between 2000 and June 2018. Studies were only included if they collected primary quantitative data on patients' online complaints. Third, a deductive and inductive thematic analysis approach was adopted to code the themes of recognized complaints into the framework. RESULTS: In total, 17 studies from 5 countries were included in this study. Patient complaint online taxonomies and theme terms varied. According to our framework, patients expressed most dissatisfaction with patient-centered processes (101,586/204,363, 49.71%), followed by prerequisites (appropriate skills and knowle...