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Using Twitter to Examine Web-Based Patient Experience Sentiments in the United States: Longitudinal Study
Kara C Sewalk1, Gaurav Tuli1, Yulin Hswen1,2
1Computational Health Informatics Program, Boston Children's Hospital, Boston, MA, United States.
Journal of Medical Internet Research
|October 14, 2018
Summary
Patient experience on Twitter showed a shift towards less negative sentiment over four years. Metropolitan areas had more extreme negative and mildly positive patient experience tweets compared to nonmetropolitan areas.
Area of Science:
- Social Media Analysis
- Health Services Research
- Natural Language Processing
Background:
- Documented disparities exist in US healthcare access.
- Twitter data offers insights into patient experiences and opinions.
- Sentiment analysis of Twitter data can reveal regional differences in healthcare views.
Purpose of the Study:
- Characterize patient experience sentiments across the United States using Twitter data over a four-year period.
- Analyze spatial and temporal trends in patient experience discussions on Twitter.
- Compare patient experience sentiments between metropolitan and nonmetropolitan areas.
Main Methods:
- Collected 27.3 million tweets related to patient experience from February 2013 to February 2017.
- Developed software components for tweet classification, geolocation, and sentiment analysis.
- Conducted spatial and temporal analyses, including comparisons between metropolitan and nonmetropolitan areas.
Main Results:
- Identified 2,759,257 patient experience tweets, with 31.76% geolocated.
- Observed 27.83% positive, 36.22% neutral, and 35.95% negative sentiments nationally.
- Found a trend towards less negative sentiment over time and more extreme negative sentiments in metropolitan areas.
Conclusions:
- Twitter provides a unique, unsolicited perspective on US healthcare patient experiences.
- Methodologies developed enable deeper understanding of web-based patient experience discussions.
- Findings highlight spatial and temporal variations in patient sentiment regarding healthcare.
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