Public Perception on Healthcare Services: Evidence from Social Media Platforms in China
Abstract
:1. Introduction
2. Materials and Methods
2.1. Study Design
2.2. Data Source
2.3. Healthcare Services Categories
2.4. Searching Strategy and Corpus Construction
2.5. Analyze the Social Media Content of Healthcare Services
3. Results
3.1. Content Volume
3.2. Sentiment Analysis
4. Discussion
5. Strengths and Limitations
6. Further Research
7. Conclusions
Supplementary Materials
Author Contributions
Funding
Acknowledgments
Conflicts of Interest
References
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Platform | Launch Time | Monthly Active User Accounts (2017Q1) | User Data Inclusion Criteria |
---|---|---|---|
2011 | 938 million | Posts from subscription accounts of the official accounts published by users | |
Qzone | 2005 | 632 million | Public posted blogs and diaries of individual users |
Healthcare Services Categories | Objectives of NHSII |
---|---|
Service environment | Optimize the layout of the facility and build a friendly service environment |
Appointment-booking service | Promote utilization of clinical appointment services and guide patient flow |
Service efficiency | Improve service efficiency and effectiveness by rational allocation of resources |
Information technology | Take advantage of information technology to improve patient experience |
Inpatient service | Promote inpatient service process reengineering and provide integrated healthcare service |
Nursing service | Continuously improve quality of nursing care and enhance nursing workforce |
Patient safety | Ensure patient safety by promoting adoption of standard operating procedures |
Humanistic care | Strengthen humanistic care and provide medical social worker service |
Doctor-patient relationship | Harmonize the doctor-patient relationship and reduce medical disputes |
Healthcare Services Topic | WeChat (N = 15,172,421) | Qzone (N = 13,844,634) | Total (N = 29,017,055) | |||
---|---|---|---|---|---|---|
Count | % | Count | % | Count | % | |
Patient safety | 4,020,928 | 26.5% | 4,704,284 | 34.0% | 8,725,212 | 30.1% |
Information technology | 3,598,566 | 23.7% | 2,857,266 | 20.6% | 6,455,832 | 22.2% |
Service efficiency | 2,491,950 | 16.4% | 2,703,352 | 19.5% | 5,195,302 | 17.9% |
Service environment | 1,902,727 | 12.5% | 1,075,697 | 7.8% | 2,978,424 | 10.3% |
Inpatient service | 1,392,611 | 9.2% | 1,396,209 | 10.1% | 2,788,820 | 9.6% |
Appointment-booking service | 641,865 | 4.2% | 353,856 | 2.6% | 995,721 | 3.4% |
Nursing service | 424,229 | 2.8% | 303,034 | 2.2% | 727,263 | 2.5% |
Doctor-patient relationship | 438,823 | 2.9% | 276,865 | 2.0% | 715,688 | 2.5% |
Humanistic care | 260,722 | 1.7% | 174,071 | 1.3% | 434,793 | 1.5% |
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Hu, G.; Han, X.; Zhou, H.; Liu, Y. Public Perception on Healthcare Services: Evidence from Social Media Platforms in China. Int. J. Environ. Res. Public Health 2019, 16, 1273. https://doi.org/10.3390/ijerph16071273
Hu G, Han X, Zhou H, Liu Y. Public Perception on Healthcare Services: Evidence from Social Media Platforms in China. International Journal of Environmental Research and Public Health. 2019; 16(7):1273. https://doi.org/10.3390/ijerph16071273
Chicago/Turabian StyleHu, Guangyu, Xueyan Han, Huixuan Zhou, and Yuanli Liu. 2019. "Public Perception on Healthcare Services: Evidence from Social Media Platforms in China" International Journal of Environmental Research and Public Health 16, no. 7: 1273. https://doi.org/10.3390/ijerph16071273