School of Public Health, Chinese Academy of Medical Sciences and Peking Union Medical College, Beijing 100730, China.
Int J Environ Res Public Health. 2019 Apr 10;16(7):1273. doi: 10.3390/ijerph16071273.
Social media has been used as data resource in a growing number of health-related research. The objectives of this study were to identify content volume and sentiment polarity of social media records relevant to healthcare services in China. A list of the key words of healthcare services were used to extract data from WeChat and Qzone, between June 2017 and September 2017. The data were put into a corpus, where content analyses were performed using Tencent natural language processing (NLP). The final corpus contained approximately 29 million records. Records on patient safety were the most frequently mentioned topic (approximately 8.73 million, 30.1% of the corpus), with the contents on humanistic care having received the least social media references (0.43 Million, 1.5%). Sentiment analyses showed 36.1%, 16.4%, and 47.4% of positive, neutral, and negative emotions, respectively. The doctor-patient relationship category had the highest proportion of negative contents (74.9%), followed by service efficiency (59.5%), and nursing service (53.0%). Neutral disposition was found to be the highest (30.4%) in the contents on appointment-booking services. This study added evidence to the magnitude and direction of public perceptions on healthcare services in China's hospital and pointed to the possibility of monitoring healthcare service improvement, using readily available data in social media.
社交媒体已被越来越多地用于与健康相关的研究。本研究的目的是确定与中国医疗服务相关的社交媒体记录的内容量和情绪极性。使用医疗服务的关键词列表从微信和 QQ 空间中提取 2017 年 6 月至 9 月的数据。将数据放入语料库中，使用腾讯自然语言处理（NLP）进行内容分析。最终语料库包含约 2900 万条记录。患者安全记录是最常被提及的话题（约 873 万条，占语料库的 30.1%），人文关怀的内容在社交媒体上的提及率最低（0.43 万条，占 1.5%）。情感分析显示，积极、中性和消极情绪的比例分别为 36.1%、16.4%和 47.4%。医患关系类别中负面内容的比例最高（74.9%），其次是服务效率（59.5%）和护理服务（53.0%）。在预约服务的内容中，发现中性态度的比例最高（30.4%）。本研究为中国医院对医疗服务的公众看法的规模和方向提供了证据，并指出了利用社交媒体中现成数据监测医疗服务改进的可能性。
