REMEDIUMREMEDIUM1561-59362658-3534Joint-Stock Company Chicot172110.32687/1561-5936-2024-28-4-400-403Original ArticleUse of social networks in assessing patient satisfaction with the quality of medical care. Part 1. Social networks as a source of information about patient experienceDrokinSergey A.drokinscience@mail.ruResearch Institute for Healthcare Organization and Medical Management of Moscow Healthcare Department, Moscow, Russia15122024440040315102025Copyright © 2024,2024The 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.social mediainformationreviewssatisfactionpatient experienceсоциальные сетиинформацияотзывыудовлетворённостьпациентский опыт[Kaplan A. M., Haenlein M. Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons. 2010;53(1):59–68. DOI: 10.1016/j.bushor.2009.09.003][Greaves F., Millett C. Consistently increasing numbers of online ratings of healthcare in England. J. Med. Internet Res. 2012;14(3):e94. DOI: 10.2196/jmir.2051][Thielst C. B. Social media: ubiquitous community and patient engagement. Front. Health Serv. Manag. 2011;28(2):3–14. DOI: 10.25148/28.2.3][Denecke K., Brooks E. Web science in medicine and healthcare. Methods of Information in Medicine. 2013;52(2):148–151. DOI: 10.3414/ME12-01-0027][Greaves F., Ramirez-Cano D., Millett C. et al. Harnessing the cloud of patient experience: using social media to detect poor quality healthcare. BMJ Qual. Saf. 2013;22(3):251–255. DOI: 10.1136/bmjqs-2012-001813][Househ M., Borycki E., Kushniruk A. Empowering patients through social media: The benefits and challenges. Health Inform. J. 2014;20(1):50–58. DOI: 10.1177/1460458214527743][Issa T., Isaias P. Internet factors influencing generations Y and Z in Australia and Portugal: a practical study. Inform. Proc. Manag. 2016;52(4):592–617. DOI: 10.1016/j.ipm.2016.02.008][Plaksin S. A., Khramtsova N. I. Social networks as a marketing tool in aesthetic surgery. Annals of Plastic, Reconstructive, and Aesthetic Surgery. 2019;(1):23–27.][Bartlett Y. K., Coulson N. S. An investigation into the empowerment effects of using online support groups and how this affects health professional/patient communication. Patient Educ. Couns. 2011;83(1):113–119. DOI: 10.1016/j.pec.2010.04.021][Kurniawan R., Berlianto M. P. The role of social media toward patient satisfaction and patient loyalty in private hospitals. Enrichment: Journal of Management. 2022;12(2):1976–1985. DOI: 10.35335/enrichment.v12i2.493]