Free standard shipping on all orders
  • Visa
  • Master Card
  • American Express
  • Apple Pay
  • Google Pay
  • JCB

The Language of Patient Feedback: A Corpus Linguistic Study of Online Health Communication book cover

1st Edition

The Language of Patient Feedback A Corpus Linguistic Study of Online Health Communication

By Paul Baker, Gavin Brookes, Craig Evans Copyright 2019
260 Pages 14 B/W Illustrations
by Routledge

258 Pages 14 B/W Illustrations
by Routledge

258 Pages 14 B/W Illustrations
by Routledge
Also available as eBook on:
The Language of Patient Feedback provides a unique insight into a diverse range of issues related to healthcare. Through the comprehensive and detailed interrogation of 29 million words of online patient feedback on the NHS in England, as well as 11 million words of responses to the feedback from NHS providers, this book: Uses a combination of computer-assisted and human analysis... Read more

List of figures

List of tables

Acknowledgements

  1. Introduction: The NHS, patient feedback and corpus linguistics

  2. What seems to be the trouble?: Identifying key areas of patient concern

  3. On a scale of 1 to 5…: Comparing the rating scale with written feedback

  4. Rude receptionists, dismissive doctors and lovely nurses: Comparing NHS providers and staff

  5. I have been a patient with this surgery all my life: Age and evaluation

  6. Real men don’t feel pain: Language and gendered expectations

  7. Your feedback is important to us: Staff replies to patient feedback

  8. Conclusion: The health of the NHS

References

Index

Biography

Paul Baker is Professor of English Language at the Department of Linguistics and English Language, Lancaster University, where he is also a member of the ESRC Centre for Corpus Approaches to Social Science (CASS). He has written 16 books and is also commissioning editor of the journal Corpora (EUP).

Gavin Brookes is Senior Research Associate in the ESRC Centre for Corpus Approaches to Social Science (CASS) in the Department of Linguistics and English Language at Lancaster University. His research interests include corpus linguistics, (critical) discourse studies, multimodality and health communication.

Craig Evans is a student in the ESRC Centre for Corpus Approaches to Social Science (CASS) in the Department of Linguistics and English Language at Lancaster University, where he is currently working on his PhD studying NHS patient feedback and staff responses using a corpus-based approach to discourse analysis. His interests include discourse and identity, social care and health communication.

"Engaging and thought-provoking throughout, this corpus-assisted study of patient feedback combines theoretical discussions with a wealth of empirical and practical insights. It will be of great interest to linguistics and communication scholars as well as health practitioners."

Nelya Koteyko, Queen Mary University of London, UK

Add to Cart