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Patient hospital experience and satisfaction on social media

Patient hospital experience and satisfaction on social media The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction.Design/methodology/approachMixed methods analyses using qualitative (manual content analyses using grounded theory and algorithmic analyses using the Natural Language Toolkit) followed by quantitative analyses (negative binomial regression).FindingsHealth-care team communication, health-care team action orientation and patient hospital room environment are positively related to patient hospital satisfaction. Patients form their hospital satisfaction perceptions based on the three facets of their hospital stay experience.Research limitations/implicationsIn the spirit of continuous quality improvement, periodically analyzing patient social media comments could help health-care teams understand the patient satisfaction inhibitors that they need to avoid to offer patient-centric care.Practical implicationsBy periodically analyzing patient social media comments hospital leaders can quickly identify the gaps in their health service delivery and plug them, which could ultimately give the hospital a competitive advantage.Originality/valueTo the best of the authors’ knowledge, this is one of the first studies to apply mixed methods to patient hospital review comments given freely on social media to critically understand what drives patient hospital satisfaction ratings. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality and Service Sciences Emerald Publishing

Patient hospital experience and satisfaction on social media

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1756-669X
DOI
10.1108/ijqss-02-2020-0014
Publisher site
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Abstract

The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction.Design/methodology/approachMixed methods analyses using qualitative (manual content analyses using grounded theory and algorithmic analyses using the Natural Language Toolkit) followed by quantitative analyses (negative binomial regression).FindingsHealth-care team communication, health-care team action orientation and patient hospital room environment are positively related to patient hospital satisfaction. Patients form their hospital satisfaction perceptions based on the three facets of their hospital stay experience.Research limitations/implicationsIn the spirit of continuous quality improvement, periodically analyzing patient social media comments could help health-care teams understand the patient satisfaction inhibitors that they need to avoid to offer patient-centric care.Practical implicationsBy periodically analyzing patient social media comments hospital leaders can quickly identify the gaps in their health service delivery and plug them, which could ultimately give the hospital a competitive advantage.Originality/valueTo the best of the authors’ knowledge, this is one of the first studies to apply mixed methods to patient hospital review comments given freely on social media to critically understand what drives patient hospital satisfaction ratings.

Journal

International Journal of Quality and Service Sciences – Emerald Publishing

Published: Sep 14, 2021

Keywords: Patient satisfaction; Health-care quality; Health-care improvement; Hospital quality management; Social media research; Patient social media perceptions; Health-care team communication; Health-care team action orientation; Hospital room environment; Mixed methods

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