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Use of social networks in assessing patient satisfaction with the quality of medical care. Part 1. Social networks as a source of information about patient experience
- Authors: Drokin S.A.1
- Affiliations:
- Research Institute for Healthcare Organization and Medical Management of Moscow Healthcare Department, Moscow, Russia
- Issue: No 4 (2024)
- Pages: 400-403
- Section: Articles
- URL: https://remedium-journal.ru/journal/article/view/1721
- DOI: https://doi.org/10.32687/1561-5936-2024-28-4-400-403
- Cite item
Abstract
The article discusses the possibilities of using reviews on social networks to assess patient satisfaction with the quality of medical care. The role of social networks as a feedback tool that allows medical institutions to better understand the needs of patients and identify problem areas in their work is analyzed. Methods of processing data from social networks, such as natural language processing, machine learning and big data analytics, are described, which help to more accurately assess the level of satisfaction and identify key factors affecting the perception of medical services. The advantages of using social networks are noted, such as the speed of obtaining data and wide audience coverage, as well as possible risks associated with subjectivity and falsification of information. In conclusion, it is emphasized that the use of feedback from social networks can be an important tool for developing strategies aimed at improving the quality of service and increasing patient loyalty.
About the authors
Sergey A. Drokin
Research Institute for Healthcare Organization and Medical Management of Moscow Healthcare Department, Moscow, Russia
Email: drokinscience@mail.ru
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