Research on healthcare service quality based on patient online reviews
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维普
万方数据
目的 通过分析患者就医在线评论内容,研究医疗机构的医护服务质量.方法 本研究以某大型综合性三甲医院为对象,对某知名在线点评网站上患者对该医院的点评内容进行收集整理,通过文本分析软件ROST CM 6.0,运用内容分析法对患者的在线点评内容进行高频词汇分析、语义网络分析和情感挖掘分析.结果 患者关注度最高的是医护服务态度和就医便捷程度,患者关注的医疗服务质量以服务态度和服务便捷性为中心点进行关联性发散,患者对医疗服务质量的情感倾向偏向于积极情绪,负面情绪集中在流程秩序和医患沟通等方面.结论 通过对患者在线评论内容的分析来研究医疗服务质量是可行的,该手段具备传统方式所不具备的优势,为研究患者满意度和持续改进医疗服务提供了一种新手段.
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.
维普
万方数据
