Ethnographic Discovery of Adverse Events in Patient Online Discussions: Customer Relationship Management

Abstract

A healthcare provider can extend its customer relationship management program by sponsoring an online, patient discussion group. In those groups, patients may discuss adverse events that are inadequately addressed in the literature. The author, as a cancer patient, joined two online, patient discussion groups and identified four types of such adverse events. For each such adverse event, the patient findings, the medical literature, and the implications are noted. Extracts from the literature that were provided to the patients were welcomed by the patients. A literature review of one of the adverse events has been published in a medical journal. Factors are presented for healthcare providers to consider in deciding whether or not to sponsor an online, patient discussion group.