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Experience of Ambulatory Cancer Care: Understanding Patients' Perspectives of Quality Using Sentiment Analysis
Katri Vehviläinen-Julkunen1, Saija Turpeinen, Tarja Kvist
1Author affiliations: Department of Nursing Science, Faculty of Health Sciences, University of Eastern Finland (Drs Vehviläinen-Julkunen and Kvist and Ms Ryden-Kortelainen); and Kuopio University Hospital (Drs Vehviläinen-Julkunen and Turpeinen, Ms Nelimarkka), Finland; and Faculty of Engineering and Physical Sciences, Centre for Vision, Speech and Language Processing (Dr Enshaeifar), and Faculty of Health and Medical Sciences, University of Surrey (Dr Faithfull), Guildford, United Kingdom. For INEXCA Consortium (Professors Walter Sermeus, Merja Miettinen, and Piera Poletti; CEO, Dr Keijo Haataja, Professor Paula Sherwood and Senior Advisor, and Associate Professor Dr Christian von Plessen).
Background:
The move of cancer treatment into the outpatient setting can impact patient experience. Understanding how service delivery change impacts different people requires service feedback to inform future delivery development. The use of patient experience questionnaires often generates large amount of free-text data that are difficult to analyze.
Objective:
The aim of this study was to describe a proof-of-concept study exploring the experiences and perceptions of people undergoing cancer treatment, using novel analysis techniques to provide rapid free-text data analysis.
Method:
This was a mixed-methods qualitative analysis from qualitative questions gathered in Finland using the National Cancer Patient Experience Survey (n = 92 of 208 patients) and supplemented with 7 focus groups (31 people with cancer). Data were analyzed using natural language processing, via an automated sentiment analysis algorithm and supported with focus groups to inform the initial thematic analysis.
Results:
Participants were on average 65 years of age. Of the 196 free-text comments, 121 (73.6%) were positive about patient experiences and 75 (38.5%) negative with suggestions for improvement.
Conclusion:
Communication between patients and clinicians was an indicator of quality, and lack of psychological support was a barrier to quality care provision. The methodology of using sentiment analysis for free content to review quality was demonstrated through this study as a novel and feasible method to look at large-scale qualitative data.
Implications For Practice:
Using the free content on experience of care questionnaire to review gaps or needs in services is valuable in developing future practice.
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