Study on the elements of medical service value from the perspective of cancer patients based on free-form comment text analysis
10.3760/cma.j.cn111325-20240709-00567
- VernacularTitle:基于自由评论文本分析的癌症患者视角下医疗服务价值要素研究
- Author:
Xiao CHEN
1
;
Yuhong ZHANG
;
Chun YANG
;
Pengfei HAN
;
Jianyou CHEN
;
Yuxia ZHANG
Author Information
1. 复旦大学附属中山医院护理部，上海 200032
- Publication Type:Journal Article
- Keywords:
Health services administration;
Patient experience;
Satisfaction;
Cancer patient;
Text analysis
- From:
Chinese Journal of Hospital Administration
2025;41(2):139-145
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To explore the focus points and emotional tendencies of cancer patients regarding medical services from their free-form comments, and to analyze the elements of perceived medical service value by patients.Methods:A tertiary general hospital in Shanghai invited patients to evaluate inpatient services through the assessment module of a patient satisfaction management platform, which included open-ended questions in the patient satisfaction survey. This study extracted free-form comment texts from cancer patients regarding medical services collected from September 2022 to August 2023 from this platform, forming a corpus of patient opinions. A hybrid method combining manual coding and natural language processing techniques was used to conduct sentiment analysis and topic modeling on the free-form comment texts. Descriptive analysis was performed on the comment themes and emotions, and logistic regression analysis was used to explore the relationship between patient negative comments and patient satisfaction and loyalty.Results:A total of 10 446 comment texts provided by cancer patients were included. The most frequently targeted objects in the comments were nurses (2 223 cases), followed by doctors (1 125 cases) and nursing assistants (162 cases). The results of sentiment analysis showed that 7 058 patients made positive comments, 1 958 patients made negative comments, 1 114 patients made neutral comments, and 316 patients made mixed comments. The results of topic analysis showed that the five most frequently mentioned themes by cancer patients were humanistic care (1 327 times), information provision, communication, and education (589 times), diet (582 times), effectiveness of diagnosis and treatment (506 times), and medical staff responsibility (489 times). Logistic regression analysis showed that negative evaluations of humanistic care ( OR=0.306, P<0.001), professional technical level ( OR=0.425, P=0.010), information provision, communication, and education ( OR=0.475, P<0.001), and response to needs ( OR=0.412, P=0.026) were significantly associated with decreased patient satisfaction. Negative evaluations of humanistic care ( OR=0.407, P<0.001), professional technical level ( OR=0.466, P=0.009), and information provision, communication, and education ( OR=0.557, P<0.001) were significantly associated with decreased patient loyalty. Conclusions:Hospital managers should value the role of patient free-form comment texts in improving medical services and make full use of natural language processing techniques for information mining. In addition, the results of this study show that patient comments mainly involve the interpersonal and functional aspects of service, especially the interpersonal interactions, which are often the " critical moments" for patients to critically evaluate hospital services during their service experience.
