Collecting and analyzing patient experiences of health care from social media

JMIR Research Protocols

Volumn 4, Issue 3, 2015, Pages

  Rastegar Mojarad, Majid ^a   Ye, Zhan ^a   Wall, Daniel ^a   Murali, Narayana ^a   Lin, Simon ^b  

^a MARSHFIELD CLINIC   (United States)

^b THE RESEARCH INSTITUTE AT NATIONWIDE CHILDREN S HOSPITAL   (United States)

Author keywords

Consumer health information; Health care; Natural language processing; Patient satisfaction; Social media

Indexed keywords

EID: 85013133084     PISSN: None     EISSN: 19290748     Source Type: Journal    
DOI: 10.2196/resprot.3433     Document Type: Article

References (37)

1. Hanauer D, Zheng K, Singer D, Gebremariam A, Davis M. PUblic awareness, perception, and use of online physician rating sites. JAMA 2014 Feb.
2. PwC Scoring healthcare: Navigating customer experience ratings. URL: http://www.pwc.com/us/en/health-industries/publications/scoring-patient-healthcare-experience.jhtml [accessed 2014-03-07] [WebCite Cache ID 6NtsD1BBD]
3. Keckley P, Coughlin S, Eselius L. 2011 Survey of Health Care Consumers in the United States: Key Findings, Strategic Implications. Washington, DC: Deloitte Center for Health Solutions; 2011.
4. Shoemaker P. What value-based purchasing means to your hospital. Healthc Financ Manage 2011 Aug; 65(8):60-68. [Medline: 21866722]
5. Zusman EE. HCAHPS replaces Press Ganey survey as quality measure for patient hospital experience. Neurosurgery 2012 Aug; 71(2):N21-N24. [doi: 10.1227/01.neu.0000417536.07871.ed] [Medline: 22811203]
6. Long L. Impressing patients while improving HCAHPS. Nurs Manage 2012 Dec; 43(12):32-37. [doi: 10.1097/01.NUMA.0000422891.99334.68] [Medline: 23183607]
7. Greaves F, Ramirez-Cano D, Millett C, Darzi A, Donaldson L. Use of sentiment analysis for capturing patient experience from free-text comments posted online. J Med Internet Res 2013; 15(11):e239 [FREE Full text] [doi: 10.2196/jmir.2721] [Medline: 24184993]
8. Greaves F, Ramirez-Cano D, Millett C, Darzi A, Donaldson L. Harnessing the cloud of patient experience: Using social media to detect poor quality healthcare. BMJ Qual Saf 2013 Mar; 22(3):251-255. [doi: 10.1136/bmjqs-2012-001527] [Medline: 23349387]
9. Alemi F, Torii M, Clementz L, Aron DC. Feasibility of real-time satisfaction surveys through automated analysis of patients' unstructured comments and sentiments. Qual Manag Health Care 2012; 21(1):9-19. [doi: 10.1097/QMH.0b013e3182417fc4] [Medline: 22207014]
10. Cambria E, Hussain A, Durrani T. Sentic computing for patient centered applications. 2010 Oct 28 Presented at: IEEE 10th International Conference on Signal Processing; 2010; Beijing, China.
11. Cambria E, Hussain A, Havasi C. Towards the crowd validation of the British National Health Service. In: Extending the Frontiers of Society On-Line. 2010 Apr 27 Presented at: WebSci10; 2010; Raleigh, NC.
12. Van de Belt TH, Engelen LJ, Verhoef LM, Van der Weide MJ, Schoonhoven L, Kool RB. Using patient experiences on Dutch social media to supervise health care services: Exploratory study. J Med Internet Res 2015; 17(1):e7 [FREE Full text] [doi: 10.2196/jmir.3906] [Medline: 25592481]
13. López A, Detz A, Ratanawongsa N, Sarkar U. What patients say about their doctors online: A qualitative content analysis. J Gen Intern Med 2012.
14. Lagu T, Hannon N, Rothberg M, Lindenauer P. Patients' Evaluations of Health Care Providers in the Era of Social Networking: An Analysis of Physician-Rating Websites. J Gen Intern Med 2010.
15. Brody S, Elhadad N. Detecting Salient Aspects in Online Reviews of Health Providers. 2010 Presented at: AMIA Annu Symp Proc; 2010; USA p. 202-206.
16. Paul M, Wallace B, Dredze M. What Affects Patient (Dis)satisfaction? Analyzing Online Doctor Ratings with a Joint Topic-Sentiment Model. 2013 Presented at: Workshops at the Twenty-Seventh AAAI Conference on Artificial Intelligence; 2013; Bellevue, Washington.
17. Kadry B, Chu LF, Kadry B, Gammas D, Macario A. Analysis of 4999 online physician ratings indicates that most patients give physicians a favorable rating. J Med Internet Res 2011; 13(4):e95 [FREE Full text] [doi: 10.2196/jmir.1960] [Medline: 22088924]
18. Terlutter R, Bidmon S, Röttl J. Who uses physician-rating websites? Differences in sociodemographic variables, psychographic variables, and health status of users and nonusers of physician-rating websites. J Med Internet Res 2014; 16(3):e97 [FREE Full text] [doi: 10.2196/jmir.3145] [Medline: 24686918]
19. Emmert M, Halling F, Meier F. Evaluations of dentists on a German physician rating Website: An analysis of the ratings. J Med Internet Res 2015; 17(1):e15 [FREE Full text] [doi: 10.2196/jmir.3830] [Medline: 25582914]
20. Verhoef LM, Van de Belt TH, Engelen LJ, Schoonhoven L, Kool RB. Social media and rating sites as tools to understanding quality of care: A scoping review. J Med Internet Res 2014; 16(2):e56 [FREE Full text] [doi: 10.2196/jmir.3024] [Medline: 24566844]
21. RateMDs. URL: https://www.ratemds.com/co/colorado-springs/[accessed 2015-06-11] [WebCite Cache ID 6ZC3b4Qtu]
22. Bardach NS, Asteria-Peñaloza R, Boscardin WJ, Dudley RA. The relationship between commercial website ratings and traditional hospital performance measures in the USA. BMJ Qual Saf 2013 Mar; 22(3):194-202 [FREE Full text] [doi: 10.1136/bmjqs-2012-001360] [Medline: 23178860]
23. Yelp Academic Dataset. URL: https://www.yelp.com/academic_dataset [accessed 2014-03-07] [WebCite Cache ID 6Ntnn0cmP]
24. Wang J, Zhao J, Guo S, North C. Clustered layout word cloud for user generated review. 2013 Presented at: The Yelp Challenge, Virginia Polytechnic Institute and State University; 2013; Blacksburg, VA.
25. Huang J, Rogers S, Joo E. Improving restaurants by extracting subtopics from Yelp reviews. 2013 Presented at: The Yelp Challenge, University of California at Berkeley; 2013; Berkeley, CA.
26. Hood B, Hwang V, King J. Inferring future business attention. In: Presented at the Yelp Challenge, Carnegie Mellon University. 2013 Presented at: The Yelp Challenge, Carnegie Mellon University; 2013; Pittsburgh, PA.
27. Butcher L. The ratings game: Bracing for the Yelp effect. Hosp Health Netw 2013 Jun; 87(6):17-18. [Medline: 23885475]
28. The Stanford Natural Language Processing Group. Stanford CoreNLP: A Suite of Core NLP ToolsURL: http://nlp. stanford.edu/downloads/corenlp.shtml [accessed 2014-03-07] [WebCite Cache ID 6Ntp1C8H0]
29. Porter M. An algorithm for suffix stripping. Program 1980; 14(3):130-137.
30. Zhou X, Zhang X, Hu X. Dragon Toolkit: Incorporating auto-learned semantic knowledge into large-scale text retrieval and mining. 2007 Presented at: Proceedings of the 19th IEEE International Conference on Tools with Artificial Intelligence (ICTAI); 2007; Patras, Greece.
31. Baccianella S, Esuli A, Sebastiani F. SentiWordNet 3.0: An enhanced lexical resource for sentiment analysis and opinion mining. 2010 Presented at: 7th Conference on International Language Resources and Evaluation (LREC'10); 2010; Malta.
32. Rastegar-Mojarad M. Theses and Dissertations. Millwaukee, WI: University of Wisconsin-Milwaukee; 2013. Extraction and Classification of Drug-Drug Interaction from Biomedical Text Using a Two-Stage ClassifierURL: http://dc.uwm.edu/cgi/viewcontent.cgi?article=1309 & context=etd[WebCite Cache ID 6ZR6wxPCo]
33. Zeng QT, Tse T. Exploring and developing consumer health vocabularies. J Am Med Inform Assoc 2006; 13(1):24-29 [FREE Full text] [doi: 10.1197/jamia.M1761] [Medline: 16221948]
34. Yang C, Jiang L. Using co-occurrence analysis to expand consumer health vocabularies from social media data. 2013 Presented at: Proceedings of IEEE International Conference on Healthcare Informatics; 2013; Philadelphia, PA.
35. Vasa R, Hoon L, Mouzakis K, Noguchi A. A preliminary analysis of mobile app user reviews. 2012 Presented at: Proceedings of the 24th Australian Computer-Human Interaction Conference; 2012; New York, NY p. 241-244.
36. Committee on Quality of Health Care in America; Institute of Medicine. Crossing the Quality Chasm: A New Health System for the 21st Century. Washington, DC: National Academy Press; 2001.
37. Corpus of Patient Experience. URL: https://cope.codeplex.com/[accessed 2015-06-12] [WebCite Cache ID 6ZDf75mfB]