Our research chat on 11 May 2021 featured the work of Andrew Gallan, associate professor at Florida Atlantic University in the US. We were delighted to have Andrew join us for this chat.
Research from the US and the UK describes the phenomenon of patients giving healthcare providers perfect ratings (10 out of 10!), yet contradicting this with comments which may include negative experiences and suggestions for improvement.
In this chat we discuss why this happens, what we can learn about the nature of patient feedback, and what implications this might have for policy and practice.