关于医疗保健设施的在线评论
Neil K R Sehgal1,2, Sharath Chandra Guntuku1,2, Lauren Southwick3
1Computer and Information Science Department, University of Pennsylvania, Philadelphia.
JAMA network open
|August 1, 2025
概括
负面的患者体验往往涉及沟通和管理问题,而积极的反强调了善良和支持. 分析在线评论可以提高医疗保健质量和以患者为中心的护理.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 自然语言处理自然语言处理.
- 患者体验 患者体验
背景情况:
- 了解患者体验对于改善医疗保健提供至关重要.
- 确定与患者满意度相关的语言模式至关重要,但尚未确立.
研究的目的:
- 分析美国医疗保健机构的在线评论.
- 识别与积极和消极的患者评分相关的语言模式和主题.
主要方法:
- 一项横截面研究分析了超过100万个美国医疗保健机构的Yelp评论 (2017-2023年).
- 使用了自然语言处理和机器学习,包括n-gram相关性和主题建模.
- 研究了词序和评论评分 (1-5星) 之间的相关性.
主要成果:
- 近一半的评论是负面的 (1-2 星),一半是积极的 (4-5 星).
- "不"这个词与负面评论有很强的相关性,而"和"与积极评论有很强的相关性.
- 关键的负面主题包括支付问题和不良待遇;积极的主题包括善良和缓解焦虑.
结论:
- 负面的患者体验经常涉及沟通和管理问题.
- 积极的反强调了支持性的员工互动和有效的护理.
- 整合在线审查数据可以加强质量改进计划和以患者为中心的护理.
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