Includes bibliographical references (pages 228-240) and index.
Contents
Introduction. The NHs, patient feedback and corpus linguistics -- What seems to be the trouble? identifying key areas of patient concern -- On a scale of 1 to 5 : comparing the rating scale with written feedback -- Rude receptionists, dismissive doctors and lovely nurses : comparing NHS providers and staff -- I have been a patient with this surgery all my life : age and evaluation -- Real men don't feel pain : language and gendered expectations -- Your feedback is important to us : staff replies to patient feedback -- Conclusion. The health of the NHS.