Lovely Nurses and Rude Receptionists: A corpus analysis of patient comments about the NHS.
PAUL BAKER (LANCASTER UNIVERSITY)
WEDNESDAY 6TH NOVEMBER 2018
This talk reports on the analysis of a 29 million word corpus of over 200,000 patient comments posted on the NHS Choices website between 2013 to 2015. The study was funded by an ESRC Knowledge Exchange Grant and involved answering questions that were set by Patients and Information Directorate, NHS England. In this talk I address one area of the research project which aimed to examine key differences in patient’s experiences across different types of healthcare providers (e.g. dentists vs GPs). Taking a corpus-based approach we identified frequent forms of positive and negative evaluation for different types of NHS staff, as well as considering the most frequently associated collocates and keywords in different sub-sections of the corpus. Concordance analyses helped to interpret and explain the patterns we found. The findings from the analysis reveal insights into both the underlying nature of patient feedback and the current state of the NHS.