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Public Perception on Healthcare Services: Evidence from Social Media Platforms in China

School of Public Health, Chinese Academy of Medical Sciences and Peking Union Medical College, Beijing 100730, China
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Int. J. Environ. Res. Public Health 2019, 16(7), 1273; https://doi.org/10.3390/ijerph16071273
Received: 27 February 2019 / Revised: 25 March 2019 / Accepted: 8 April 2019 / Published: 10 April 2019
(This article belongs to the Special Issue Analytics in Digital Health)
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. View Full-Text
Keywords: healthcare; social media; China; WeChat; Qzone; natural language processing healthcare; social media; China; WeChat; Qzone; natural language processing
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MDPI and ACS Style

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

AMA Style

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 Style

Hu, Guangyu; Han, Xueyan; Zhou, Huixuan; Liu, Yuanli. 2019. "Public Perception on Healthcare Services: Evidence from Social Media Platforms in China" Int. J. Environ. Res. Public Health 16, no. 7: 1273. https://doi.org/10.3390/ijerph16071273

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