Article Figures & Data
Figures
- Figure 1. Public engagement indicated by numbers of 'likes' on official and unofficial Facebook pages
- Figure 3. NHS England Patient Satisfaction score (%) versus unofficial Facebook review score.
- Figure 2. NHS England Patient Satisfaction score (%) versus official Facebook review score.
Tables
NHS Choices Facebook use Official pages Unofficial pages Number of practices 83 31a 58a Reviews Number of practices allowing reviews 83 14 33 Number of reviews per practice 5.4 10.7 (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 likes N/A 7747 (SD = 279.7) 1358 (SD = 20.7) Number of check-ins N/A 4133 (SD = 309.0) 6126 (SD = 141.2) Mean check-ins per practice (SD) N/A 159 153 aOf which 18 had both unofficial and official pages. SD = standard deviation.
Theme Positive Negative Neutral 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) Source NHS Choices Facebook: official page Facebook: unofficial page Total Theme: waiting times 60 30 33 123 Theme: GPs 301 93 147 541 Theme: reception staff 83 25 30 138 Positive 322 104 136 562 Negative 120 41 70 231 Neutral 6 3 7 16
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Facebook in general practice: a service evaluation in one health economy
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