Berry, EmmaSkea, ZoeCampbell, MarionLocock, Louise2022-02-232022-02-232022-02Berry, E, Skea, Z, Campbell, M & Locock, L 2022, '“Using humanity to change systems” – Understanding the work of online feedback moderation : a case study of Care Opinion Scotland', Digital Health, vol. 8, pp. 1-13. https://doi.org/10.1177/205520762110744892055-2076ORCID: /0000-0002-8109-1930/work/109092679ORCID: /0000-0001-5386-4097/work/109093250ORCID: /0000-0002-1518-5031/work/157220611https://hdl.handle.net/2164/18125Funding The authors disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This project was funded by The Healthcare Improvement Studies (THIS) Institute as part of a PhD fellowship, LL’s role is supported by the Chief Scientist's Office, Scotland. Acknowledgements We would like to thank Care Opinion for their support and help with this research and the wider PhD. We would also like to thank the PhD stakeholder group for their input and support to the project. Finally, we wish to thank the reviewers for their suggestions during peer review, which strengthened the paper.13849059engEmotional labourethnographypatient experiencepatient feedbackonline feedbackqualitative researchcare opinionR MedicineRJournal article10.1177/205520762110744898