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 Patient feedback platform An understudied free outside-in opportunity for hospitals Sea Matilda Bez 99f31195eecb8b3c06b15a641b3441a2 umontpellier.fr sea-bez 181089 43970-181089 https://www.idref.fr/183942965 https://orcid.org/0000-0002-7747-2765 https://scholar.google.fr/citations?user=agQSB_oAAAAJ&hl=en&oi=sra Irène Georgescu 27289cd837e117f9dfcf9654453ede77 umontpellier.fr irene-georgescu 762299 444808-762299 https://orcid.org/0000-0003-4778-1062 https://www.idref.fr/150590768 Saleh Farazi 2151446-0 Sea Matilda Bez 99f31195eecb8b3c06b15a641b3441a2 umontpellier.fr 2022-05-19 11:38:42 2025-08-13 03:14:36 2022-05-19 11:38:42 2021-12-09 contributor Sea Matilda Bez 99f31195eecb8b3c06b15a641b3441a2 umontpellier.fr CCSD hal-03672293 https://hal.umontpellier.fr/hal-03672293 bez:hal-03672293 <i>World Open Innovation Conference</i>, Dec 2021, Online, Netherlands World Open Innovation Conference, Dec 2021, Online, Netherlands Sciences de l'Homme et de la Société Université de Montpellier Paul-Valéry Université Perpignan Via Domitia OpenAIRE Montpellier Recherche en Management Gestion Université de Montpellier Université de Montpellier (2015-2021) International No No Yes No Patient feedback platform An understudied free outside-in opportunity for hospitals Sea Matilda Bez 99f31195eecb8b3c06b15a641b3441a2 umontpellier.fr sea-bez 181089 43970-181089 https://www.idref.fr/183942965 https://orcid.org/0000-0002-7747-2765 https://scholar.google.fr/citations?user=agQSB_oAAAAJ&hl=en&oi=sra Irène Georgescu 27289cd837e117f9dfcf9654453ede77 umontpellier.fr irene-georgescu 762299 444808-762299 https://orcid.org/0000-0003-4778-1062 https://www.idref.fr/150590768 Saleh Farazi 2151446-0 World Open Innovation Conference 2021-12-09 Online Netherlands English Outside-i Feedback platform Healthcare Patient Hospital Humanities and Social Sciences/Business administration Conference papers Conference papers Conference papers

Little is known about the value created of these disruptive innovative platforms promoting "healthcare transparency" for hospitals that we could call the "Tripadvisors" of Healthcare. Through qualitative interviews with the CEO of one of the patient feedback platform and the content analysis of negative comments of one hospital, our research shows how patients feedback platforms are a passive source of information to outside-in to improve and innovate the care experience of patients. We thus argue that patient feedback platforms are an understudied free outside-in opportunity for hospitals.

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