SynthesisJournal of medical Internet research2019
What Do Patients Complain About Online: A Systematic Review and Taxonomy Framework Based on Patient Centeredness.
Synthesis in Journal of medical Internet research, 2019. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 10 papers.
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Who cites it
10 citing papers in PubMed, 26 citations in OpenAlex.
- Defining an integrative multidimensional framework for patient complaint management systems.Frontiers in health services · 2026Review
- Mapping online patient reviews onto a data-informed service-experience framework: a content analysis of tertiary hospitals in Wuxi, China.Frontiers in public health · 2026Article
- Embodied conversational agents for shared decision-making: a scoping review protocol.BMJ open · 2025Article
- SARS-CoV-2-Related Adaptation Mechanisms of Rehabilitation Clinics Affecting Patient-Centered Care: Qualitative Study of Online Patient Reports.JMIR rehabilitation and assistive technologies · 2023Article
- Shared decision-making in healthcare in mainland China: a scoping review.Frontiers in public health · 2023Article
- Applying User-Centered Design to Develop Practical Strategies that Address Overuse in Primary Care.Journal of general internal medicine · 2022Article
- Can compliment and complaint data inform the care of individuals with chronic subdural haematoma (cSDH)?BMJ open quality · 2021Article
- Restoring the Performance of a Health Care Organization Following the First Wave of COVID-19 by Using Patient Complaint Data.Journal of patient experience · 2021Article
- Factors Associated With the Actual Behavior and Intention of Rating Physicians on Physician Rating Websites: Cross-Sectional Study.Journal of medical Internet research · 2020Article
- Content Analysis of Negative Online Reviews of Hospice Agencies in the United States.JAMA network open · 2020Article
Corrections and comments
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Authors and funding
6 authors at 4 institutions in 3 countries.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundComplaints made online by patients about their health care experiences are becoming prevalent because of widespread worldwide internet connectivity. An a priori framework, based on patient centeredness, may be useful in identifying the types of issues patients complain about online across multiple settings. It may also assist in examining whether the determinants of patient-centered care (PCC) mirror the determinants of patient experiences.
objectiveThe objective of our study was to develop a taxonomy framework for patient complaints online based on patient centeredness and to examine whether the determinants of PCC mirror the determinants of patient experiences.
methodsFirst, the best fit framework synthesis technique was applied to develop the proposed a priori framework. Second, electronic databases, including Web of Science, Scopus, and PubMed, were searched for articles published between 2000 and June 2018. Studies were only included if they collected primary quantitative data on patients' online complaints. Third, a deductive and inductive thematic analysis approach was adopted to code the themes of recognized complaints into the framework.
resultsIn total, 17 studies from 5 countries were included in this study. Patient complaint online taxonomies and theme terms varied. According to our framework, patients expressed most dissatisfaction with patient-centered processes (101,586/204,363, 49.71%), followed by prerequisites (appropriate skills and knowledge of physicians; 50,563, 24.74%) and the care environment (48,563/204,363, 23.76%). The least dissatisfied theme was expected outcomes (3651/204,363, 1.79%). People expressed little dissatisfaction with expanded PCC dimensions, such as involvement of family and friends (591/204,363, 0.29%). Variation in the concerns across different countries' patients were also observed.
conclusionsOnline complaints made by patients are of major value to health care providers, regulatory bodies, and patients themselves. Our PCC framework can be applied to analyze them under a wide range of conditions, treatments, and countries. This review has shown significant heterogeneity of patients' online complaints across different countries.
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