AbstractThis study examines how patients use narratives to evaluate their experiences of healthcare services online. Theanalysis draws on corpus linguistic techniques, specifically annotation, applying Labov andWaletzky’s (1967) framework to a sample of online comments about the NHS in England. Narratives are pervasive in thiscontext, being present more than absent in the patients’ comments, but are particularly prominent in comments which evaluate carenegatively. Evaluations can be accomplished through all the structural elements of the narrative, including in combination withone another. However, the presence and ordering of these elements does not seem to be influenced by the type of evaluation given(i.e. positive, negative or more neutral). As mediated social practice, the narratives are shaped by the technological affordances andsocial dynamics of this context, for instance in the placement of particular structural elements and the design of narratives forparticular “imagined” audiences.

中文翻译：

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患者反馈中的叙述性评价

摘要本研究探讨了患者如何使用叙述来评估他们的在线医疗保健服务体验。该分析利用语料库语言技术，特别是注释，将 Labov 和 Waletzky (1967) 的框架应用于关于英国 NHS 的在线评论样本。在这种情况下，叙述无处不在，在患者的评论中出现的次数多于不存在的情况，但在对护理进行负面评价的评论中尤为突出。评估可以通过叙述的所有结构元素来完成，包括相互结合。然而，这些元素的存在和排序似乎不受给定评估类型的影响（即正面、负面或更中性）。作为中介的社会实践，