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Research

Facebook in general practice: a service evaluation in one health economy

Kevin Moore, Elizabeth Cottrell and Ruth Chambers
BJGP Open 2018; 1 (4): bjgpopen17X101181. DOI: https://doi.org/10.3399/bjgpopen17X101181
Kevin Moore
1 Medical Student, Keele University School of Medicine, David Weatherall Building, Keele University, , UK
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  • For correspondence: w3n22@students.keele.ac.uk
Elizabeth Cottrell
2 Academic GP, Wolstanton Medical Centre, , UK
3 NIHR Clinical Lecturer in General Practice, Research Institute for Primary Care & Health Sciences, Keele University, , UK
PhD, MRCGP
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Ruth Chambers
4 Clinical Lead, Long Term Conditions Network, West Midlands Academic Health Science Network, , UK
OBE, BMedSci, FRCGP, MD
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    Figure 1. Public engagement indicated by numbers of 'likes' on official and unofficial Facebook pages 
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    Figure 3. NHS England Patient Satisfaction score (%) versus unofficial Facebook review score.
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    Figure 2. NHS England Patient Satisfaction score (%) versus official Facebook review score.

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    Table 1. Practice use, feedback and engagement with NHS Choices and Facebook
    NHS ChoicesFacebook use
    Official pagesUnofficial pages
    Number of practices8331a 58a
    Reviews
    Number of practices allowing reviews831433
    Number of reviews per practice5.410.7 (SD = 11.5)6.4 (SD = 4.6)
    Mean review score (SD)3.6/5 (SD =1.0)4.25/5 (SD = 0.9)3.2/5 (SD = 1.7).
    User interaction
    Number of likesN/A7747 (SD = 279.7)1358 (SD = 20.7)
    Number of check-insN/A4133 (SD = 309.0)6126 (SD = 141.2)
    Mean check-ins per practice (SD)N/A159153
    • aOf which 18 had both unofficial and official pages. SD = standard deviation.

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    Box 1. Examples of comments relating to emergent themes
    ThemePositiveNegativeNeutral
    Waiting times'The online system is great, I regularly need to see the nurse for a contraceptive injection and always can get an appointment within the week, if not the same day, either on the phone or online.' (NHS Choices)'I took my son who has tonsillitis. 85 minutes to be seen as the GP had gone to lunch and was stuck in traffic!' (NHS Choices)'All surgeries, it seems, have difficulty getting appointments, but I assume it is because they are so busy.'
    (NHS Choices)
    GPs'I saw a doctor who was absolutely fantastic and made me feel very comfortable.'
    (NHS Choices)
    'I will always ask for second opinion now if I have to see one of the DRs from here as I [was] wrongly diagnosed early this year.' (Facebook)'Some of the doctors are better than others.' (Facebook)
    Reception staff'...the staff [reception staff] are also kind, helpful and polite.'
    (NHS Choices)
    'They [reception staff] treat patients with utter disdain and make out that every enquiry is a massive inconvenience.' (NHS Choices)'The reception staff are okay.'
    (Facebook)
    Others'The nurses there are brill, worked wonders in my ear.'
    (Facebook)
    'This practice and it seems to rely solely on locums.' (NHS Choices)'The surgery is always clean and the waiting times are not too bad.' (NHS Choices)
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    Table 2. Quantitative comparison of feedback found on NHS Choices vs Facebook
    SourceNHS ChoicesFacebook: official pageFacebook: unofficial pageTotal
    Theme: waiting times603033123
    Theme: GPs30193147541
    Theme: reception staff832530138
    Positive322104136562
    Negative1204170231
    Neutral63716
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January 2018
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Facebook in general practice: a service evaluation in one health economy
Kevin Moore, Elizabeth Cottrell, Ruth Chambers
BJGP Open 2018; 1 (4): bjgpopen17X101181. DOI: 10.3399/bjgpopen17X101181

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Facebook in general practice: a service evaluation in one health economy
Kevin Moore, Elizabeth Cottrell, Ruth Chambers
BJGP Open 2018; 1 (4): bjgpopen17X101181. DOI: 10.3399/bjgpopen17X101181
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Keywords

  • general practice
  • social media
  • Evaluation

More in this TOC Section

  • Sex differences in the prescription of antihypertensive medications in primary care patients: an observational study
  • Evaluating ChatGPT for converting clinic letters into patient-friendly language: a quantitative study
  • Community-based cardiovascular risk assessment using the CardisioTM AI test: a prospective cohort study
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