Las bases sociales de los virus informático

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Using online patient feedback to improve NHS services : the INQUIRE multimethod study

Background Online customer feedback has become routine in many industries, but it has yet to be harnessed for service improvement in health care. Objectives To identify the current evidence on online patient feedback; to identify public and health professional attitudes and behaviour in relation to online patient feedback; to explore the experiences of patients in providing online feedback to the NHS; and to examine the practices and processes of online patient feedback within NHS trusts. Design A multimethod programme of five studies: (1) evidence synthesis and stakeholder consultation; (2) questionnaire survey of the public; (3) qualitative study of patients’ and carers’ experiences of creating and using online comment; (4) questionnaire surveys and a focus group of health-care professionals; and (5) ethnographic organisational case studies with four NHS secondary care provider organisations. Setting The UK. Methods We searched bibliographic databases and conducted hand-searches to January 2018. Synthesis was guided by themes arising from consultation with 15 stakeholders. We conducted a face-to-face survey of a representative sample of the UK population (n = 2036) and 37 purposively sampled qualitative semistructured interviews with people with experience of online feedback. We conducted online surveys of 1001 quota-sampled doctors and 749 nurses or midwives, and a focus group with five allied health professionals. We conducted ethnographic case studies at four NHS trusts, with a researcher spending 6–10 weeks at each site. Results Many people (42% of internet users in the general population) read online feedback from other patients. Fewer people (8%) write online feedback, but when they do one of their main reasons is to give praise. Most online feedback is positive in its tone and people describe caring about the NHS and wanting to help it (‘caring for care’). They also want their feedback to elicit a response as part of a conversation. Many professionals, especially doctors, are cautious about online feedback, believing it to be mainly critical and unrepresentative, and rarely encourage it. From a NHS trust perspective, online patient feedback is creating new forms of response-ability (organisations needing the infrastructure to address multiple channels and increasing amounts of online feedback) and responsivity (ensuring responses are swift and publicly visible). Limitations This work provides only a cross-sectional snapshot of a fast-emerging phenomenon. Questionnaire surveys can be limited by response bias. The quota sample of doctors and volunteer sample of nurses may not be representative. The ethnographic work was limited in its interrogation of differences between sites. Conclusions Providing and using online feedback are becoming more common for patients who are often motivated to give praise and to help the NHS improve, but health organisations and professionals are cautious and not fully prepared to use online feedback for service improvement. We identified several disconnections between patient motivations and staff and organisational perspectives, which will need to be resolved if NHS services are to engage with this source of constructive criticism and commentary from patient

Valuation Studies? Our Collective Two Cents

This article presents the results of a poll made among the members of the editorial and advisory boards of Valuation Studies. The purpose is to overview the topic that is the remit of the new journal. The poll focused on three questions: 1. Why is the study of valuation topical? 2. What specific issues related to valuation are the most pressing ones to explore? 3. What sites and methods would be interesting for studying valuation? The answers to these questions provided by sixteen board members form the basis of the article. Based on these answers, it identifies a number of themes concerning the study of valuation, elaborating on the rationale for attending to valuation, the conceptual challenges linked to this, and the specific issues and sites that deserve further attention

Bearing account-able witness to the ethical algorithmic system

This paper explores how accountability might make otherwise obscure and inaccessible algorithms available for governance. The potential import and difficulty of accountability is made clear in the compelling narrative reproduced across recent popular and academic reports. Through this narrative we are told that algorithms trap us and control our lives, undermine our privacy, have power and an independent agential impact, at the same time as being inaccessible, reducing our opportunities for critical engagement. The paper suggests that STS sensibilities can provide a basis for scrutinizing the terms of the compelling narrative, disturbing the notion that algorithms have a single, essential characteristic and a predictable power or agency. In place of taking for granted the terms of the compelling narrative, ethnomethodological work on sense-making accounts is drawn together with more conventional approaches to accountability focused on openness and transparency. The paper uses empirical material from a study of the development of an “ethical,” “smart” algorithmic videosurveillance system. The paper introduces the “ethical” algorithmic surveillance system, the approach to accountability developed, and some of the challenges of attempting algorithmic accountability in action. The paper concludes with reflections on future questions of algorithms and accountability

Digital methods for ethnography: analytical concepts for ethnographers exploring social media environments

The aim of this article is to introduce some analytical concepts suitable for ethnographers dealing with social media environments. As a result of the growth of social media, the Internet structure has become a very complex, fluid, and fragmented space. Within this space, it is not always possible to consider the 'classical' online community as the privileged field site for the ethnographer, in which s/he immerses him/herself. Differently, taking inspiration from some methodological principles of the Digital Methods paradigm, I suggest that the main task for the ethnographer moving across social media environments should not be exclusively that of identifying an online community to delve into but of mapping the practices through which Internet users and digital devices structure social formations around a focal object (e.g., a brand). In order to support the ethnographer in the mapping of social formations within social media environments, I propose five analytical concepts: community, public, crowd, self-presentation as a tool, and user as a device

Crafting organization

The recent shift in attention away from organization studies as science has allowed for consideration of new ways of thinking about both organization and organizing and has led to several recent attempts to \u27bring down\u27 organizational theorizing. In this paper, we extend calls for organization to be represented as a creative process by considering organization as craft. Organizational craft, we argue, is attractive, accessible, malleable, reproducible, and marketable. It is also a tangible way of considering organization studies with irreverence. We draw on the hierarchy of distinctions among fine art, decorative art, and craft to suggest that understanding the organization of craft assists in complicating our understanding of marginality. We illustrate our argument by drawing on the case of a contemporary Australian craftworks and marketplace known initially as the Meat Market Craft Centre (\u27MMCC\u27) and then, until its recent closure, as Metro! &Dagger; Stella Minahan was a board member and then the Chief Executive Officer of the Metro! Craft Centre.<br /