Perception analysis of medical service value for cardiovascular disease patients based on free-text comments
10.3969/j.issn.1672-8467.2025.05.006
- VernacularTitle:基于自由文本评论的心血管疾病患者医疗服务价值感知分析
- Author:
Yao LU
1
;
Xiao CHEN
;
Yu-xia ZHANG
Author Information
1. 复旦大学附属中山医院急诊监护室 上海 200032
- Publication Type:Journal Article
- Keywords:
health services;
value perception;
text mining;
machine learning algorithms;
BERT model;
cardiovascular disease
- From:
Fudan University Journal of Medical Sciences
2025;52(5):664-671
- CountryChina
- Language:Chinese
-
Abstract:
Objective To deeply analyze the free-text comments of patients with cardiovascular disease regarding medical services,in order to identify their concerns and emotional tendencies during the medical journey,and to gain insights into the value elements of medical services from the patient perspective.Methods An open-ended question allowing free-text comments was embedded in the patient satisfaction survey to collect genuine evaluations of medical services from patients hospitalized for cardiovascular disease from Sept 2022 to Jul 2023,forming a large text corpus of patient opinions.Supervised machine learning algorithms and the BERT model were used to conduct topic modeling and sentiment analysis on the text corpus.Logistic regression was employed to analyze the relationship between negative comment themes and patient satisfaction and loyalty.Results A total of 4 693 comments were collected from patients with cardiovascular disease during the study period.The most frequently mentioned subjects in patient comments were nurses(25.1%),followed by doctors(14.9%).Sentiment analysis results showed that 3 592 patients(76.5%)made positive comments,977 patients(20.8%)made negative comments,102 patients(2.2%)made mixed comments,and 22 patients(0.5%)made neutral comments.Topic analysis results indicated that the five most frequently mentioned themes by patients with cardiovascular disease were humanistic care(14.4%),information education and communication(9.0%),technical proficiency(6.6%),diet(6.2%),and effectiveness of diagnosis and treatment(4.2%).Logistic regression analysis showed that negative evaluations of dimensions such as humanistic care,information education and communication and response to needs were significantly associated with lower patients'satisfaction and loyalty.Conclusion Interpersonal interaction and functionality are dual important dimensions in medical services,especially interpersonal interaction,which often becomes the decisive factor for patients with cardiovascular disease to assess the quality of medical services.
