Liu Jingfang, Ding Peng, Jiang Huihong
School of Management, Shanghai University, Shanghai, China.
Digit Health. 2024 Oct 1;10:20552076241287890. doi: 10.1177/20552076241287890. eCollection 2024 Jan-Dec.
Understanding online patient dissatisfaction is essential for improving the quality of healthcare services, patient satisfaction, and physician career development. This study is the first to apply the structural topic model to patient satisfaction research based on patient online reviews from a mobile health communication platform, revealing eight negative topics of patient concerns. These topics include under-explored areas such as "go to the hospital for check-ups," "incomplete counseling," and "language expression." Additionally, we incorporated the doctor's title as a covariate in the model to examine how specific topics varied across different conditions. The results indicated that higher-titled doctors were more likely to receive complaints about the cost of treatment and whether the question was answered, whereas lower-titled doctors were more likely to receive complaints related to physician's knowledge, incomplete counseling, and response speed. This study not only enhances our understanding of mobile health services but also provides targeted insights for healthcare providers to improve their services, thereby contributing to the advancement of patient-centered care.
了解患者在线不满情绪对于提高医疗服务质量、患者满意度和医生职业发展至关重要。本研究首次将结构主题模型应用于基于移动健康通信平台上患者在线评论的患者满意度研究，揭示了患者关注的八个负面主题。这些主题包括“去医院检查”“咨询不完整”和“语言表达”等尚未充分探讨的领域。此外，我们将医生职称作为协变量纳入模型，以研究特定主题在不同条件下如何变化。结果表明，职称较高的医生更有可能收到关于治疗费用和问题是否得到解答的投诉，而职称较低的医生则更有可能收到与医生知识、咨询不完整和回复速度相关的投诉。本研究不仅增进了我们对移动健康服务的理解，还为医疗服务提供者改进服务提供了有针对性的见解，从而有助于推进以患者为中心的护理。
