确定患者在医院体验期间的偏好. 通过自然语言技术对患者体验的评论进行情感和主题分析
Jie Yuan1, Xiao Chen2, Chun Yang3
1School of Nursing, Fudan University, Shanghai, 200032, People's Republic of China.
Patient preference and adherence
|July 21, 2025
概括
分析患者反显示,关于护理人性,沟通,员工责任和连续性的负面评论显著影响患者满意度和忠诚度. 在医疗评估中,这些人际关系方面是关键的"真理时刻".
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 在医疗保健中的自然语言处理.
背景情况:
- 患者调查中的开放式问题提供了真实的患者意见.
- 自由文本评论分析通过捕捉患者的优先事项和服务问题来增加定量数据的价值.
- 这项研究重点是从患者反中提取见解,以改善医疗保健服务.
研究的目的:
- 从大量的自由文本患者体验评论中提取可操作的信息.
- 调查患者负面反与患者满意度/忠诚度之间的关系.
- 在患者评论中确定与满意度相关的特定主题.
主要方法:
- 使用混合方法方法,结合文献综述,人类注释和自然语言处理 (NLP).
- 分析了来自横截面患者满意度调查的自由文本评论.
- 使用后勤回归来将评论主题与患者满意度和忠诚度得分联系起来.
主要成果:
- 分析了超过28000条自由文本评论,评论率为72.67%.
- 机器学习和深度学习模型在主题建模和情绪分析方面实现了高精度 (0.98和0.91).
- 关于"护理人性"",信息,沟通和教育"",工作人员的责任感"",技术能力"",响应请求"和"护理连续性"的负面评论与患者满意度和忠诚度的降低有显著联系.
结论:
- 关怀的人际关系方面,特别是"关怀的人性",是患者评估中的关键"真理时刻".
- 沟通和员工责任等功能方面也对患者满意度产生重大影响.
- 解决这些关键领域的负面反对于提高整体患者体验和忠诚度至关重要.
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