Journal
MEDICAL CARE RESEARCH AND REVIEW
Volume 77, Issue 5, Pages 416-427Publisher
SAGE PUBLICATIONS INC
DOI: 10.1177/1077558718803859
Keywords
medical consumerism; online ratings; patient narratives; star ratings; physician report cards
Funding
- AHRQ HHS [R21 HS021858, U18 HS016978, U18 HS016980, U18 HS025920] Funding Source: Medline
- NCATS NIH HHS [UL1 TR002373] Funding Source: Medline
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Patient narratives have emerged as promising vehicles for making health care more responsive by helping clinicians to better understand their patients' expectations, perceptions, or concerns and encouraging consumers to engage with information about quality. A growing number of websites incorporate patients' comments. But existing comments have fragmentary content, fail to represent less vocal patients, and can be manipulated to manage providers' reputations. In this article, we offer the first empirical test of the proposition that patient narratives can be elicited rigorously and reliably using a five-question protocol that can be incorporated into large-scale patient experience surveys. We tested whether elicited narratives about outpatient care are complete (report all facets of patient experience), balanced (convey an accurate mix of positive and negative events), meaningful (have a coherent storyline), and representative (draw fulsome narratives from all relevant subsets of patients). The tested protocol is strong on balance and representativeness, more mixed on completeness and meaningfulness.
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