Research on healthcare service quality based on patient online reviews
10.3969/j.issn.1671-332X.2024.10.016
- VernacularTitle:基于患者在线评论分析的医疗服务质量研究
- Author:
Jiaxin LI
1
;
Min CHEN
;
Xiaolei LIU
Author Information
1. 空军军医大学基础医学院 陕西西安 710032
- Keywords:
Online reviews;
Patients;
Perception;
Healthcare services;
Quality;
Analysis
- From:
Modern Hospital
2024;24(10):1535-1538
- CountryChina
- Language:Chinese
-
Abstract:
Objective This study aims to analyze the online comments of patients to assess the quality of healthcare services provided by medical institutions.Methods The research focuses on a large comprehensive tertiary hospital,collecting and organizing patient reviews from a well-known online review platform.Using the text analysis software ROST CM 6.0,we em-ployed content analysis methods to conduct frequency word analysis,semantic network analysis,and sentiment mining on the patients'online reviews.Results Patients'highest concerns were the attitude of healthcare providers and the convenience of ac-cessing medical services.The quality of medical services perceived by patients is primarily associated with service attitude and service convenience.Overall,patients expressed a predominantly positive emotional inclination towards the quality of healthcare services,while negative emotions were concentrated on aspects such as process order and doctor-patient communication.Conclu-sion Analyzing online patient reviews as a means to study healthcare service quality is feasible and offers advantages not found in traditional methods.This approach provides a new tool for researching patient satisfaction and for the continuous improvement of healthcare services.
