What Happens to Digital Feedback?: Studying the Use of a Feedback Capture Platform by Care ...
summary
Built an Android tablet+server system called ThoughtCloud with offline sync and a web backend, trialled for four months across four care organisations. Staff collect lots of audio/video ratings but only one organisation routinely reviews or responds; backend logs record just 35 logins (the smallest provider did almost half). Tensions arise over data access and feedback used as funding evidence rather than to improve care, though one 95-year-old gentleman’s clip changed a worker’s practice. Design needs: prompts, reviewer notifications and visible response metrics.
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chapters (8)
- 0:00Introduction and context
- 2:33Social care feedback challenges
- 5:22Redesigning the feedback system
- 7:28Field trials and organizations
- 11:05Feedback collection vs. usage
- 14:13Digital feedback realities
- 15:37Improving feedback systems
- 18:08Q&A on feedback consumption
