scholarly journals Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia

2021 ◽  
Vol 18 (14) ◽  
pp. 7454
Author(s):  
Afiq Izzudin A. Rahim ◽  
Mohd Ismail Ibrahim ◽  
Kamarul Imran Musa ◽  
Sook-Ling Chua
Keyword(s):  
Social Media ◽  
Patient Satisfaction ◽  
Online Reviews ◽  
Tertiary Hospital ◽  
Public Hospitals ◽  
Hospital Patient ◽  
Healthcare Organizations ◽  
Hospital Accreditation ◽  
Cross Sectional ◽  
The Impact

Patient satisfaction is one indicator used to assess the impact of accreditation on patient care. However, traditional patient satisfaction surveys have a few disadvantages, and some researchers have suggested that social media be used in their place. Social media usage is gaining popularity in healthcare organizations, but there is still a paucity of data to support it. The purpose of this study was to determine the association between online reviews and hospital patient satisfaction and the relationship between online reviews and hospital accreditation. We used a cross-sectional design with data acquired from the official Facebook pages of 48 Malaysian public hospitals, 25 of which are accredited. We collected all patient comments from Facebook reviews of those hospitals between 2018 and 2019. Spearman’s correlation and logistic regression were used to evaluate the data. There was a significant and moderate correlation between hospital patient satisfaction and online reviews. Patient satisfaction was closely connected to urban location, tertiary hospital, and previous Facebook ratings. However, hospital accreditation was not found to be significantly associated with online reports of patient satisfaction. This groundbreaking study demonstrates how Facebook reviews can assist hospital administrators in monitoring their institutions’ quality of care in real time.

scholarly journals Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook

Healthcare ◽  
2021 ◽  
Vol 9 (10) ◽  
pp. 1369
Author(s):  
Afiq Izzudin A. Rahim ◽  
Mohd Ismail Ibrahim ◽  
Kamarul Imran Musa ◽  
Sook-Ling Chua ◽  
Najib Majdi Yaacob
Keyword(s):  
Machine Learning ◽  
Social Media ◽  
Patient Satisfaction ◽  
Quality Of Care ◽  
Online Reviews ◽  
Care Quality ◽  
Learning Technologies ◽  
Public Hospitals ◽  
Patient Dissatisfaction

Social media sites, dubbed patient online reviews (POR), have been proposed as new methods for assessing patient satisfaction and monitoring quality of care. However, the unstructured nature of POR data derived from social media creates a number of challenges. The objectives of this research were to identify service quality (SERVQUAL) dimensions automatically from hospital Facebook reviews using a machine learning classifier, and to examine their associations with patient dissatisfaction. From January 2017 to December 2019, empirical research was conducted in which POR were gathered from the official Facebook page of Malaysian public hospitals. To find SERVQUAL dimensions in POR, a machine learning topic classification utilising supervised learning was developed, and this study’s objective was established using logistic regression analysis. It was discovered that 73.5% of patients were satisfied with the public hospital service, whereas 26.5% were dissatisfied. SERVQUAL dimensions identified were 13.2% reviews of tangible, 68.9% of reliability, 6.8% of responsiveness, 19.5% of assurance, and 64.3% of empathy. After controlling for hospital variables, all SERVQUAL dimensions except tangible and assurance were shown to be significantly related with patient dissatisfaction (reliability, p < 0.001; responsiveness, p = 0.016; and empathy, p < 0.001). Rural hospitals had a higher probability of patient dissatisfaction (p < 0.001). Therefore, POR, assisted by machine learning technologies, provided a pragmatic and feasible way for capturing patient perceptions of care quality and supplementing conventional patient satisfaction surveys. The findings offer critical information that will assist healthcare authorities in capitalising on POR by monitoring and evaluating the quality of services in real time.

The physical environment and patient satisfaction ratings on social media: an exploratory study

Facilities ◽  
2019 ◽  
Vol 38 (1/2) ◽  
pp. 86-97
Author(s):  
Mariam F. Alkazemi ◽  
Sara Bayramzadeh ◽  
Nouf B. Alkhubaizi ◽  
Ayman Alayoub
Keyword(s):  
Social Media ◽  
Patient Satisfaction ◽  
Built Environment ◽  
Physical Environment ◽  
Architectural Design ◽  
Online Reviews ◽  
Related Factors ◽  
Content Type ◽  
Media Narratives ◽  
The Impact

Purpose The purpose of this study is to explore the role of the physical environment in patient satisfaction ratings as communicated in narratives on the social media platform such as Facebook. Design/methodology/approach Publicly available Facebook reviews (n = 4,502) of a reputable healthcare system in the USA were analyzed. A thematic analysis was conducted to explore architectural elements of the physical environment that play a role in patient satisfaction. Findings Facebook reviews were examined for the presence of design-related factors within the physical environment. Of the 627 posts (14 per cent) with relevant content, 56 involved factors related to the physical environment. The factors include: location, parking, cleanliness, privacy, waiting rooms, music and temperature. The results showed that environmental and design-related factors are part of patient satisfaction in hospitals. Research limitations/implications Not all Facebook reviews contain narrative information. Nevertheless, the impact of the built environment can manifest in online reviews of healthcare systems. Future patient satisfaction research should examine variables related to the built environment on social media ratings. Practical implications Social media feedback about the physical environment can help in understanding factors influencing patient satisfaction, which can have an implication for architectural design. Social implications The patient satisfaction is related to the physical environment of healthcare facilities. Some social media narratives reflect it and can be used to improve patient satisfaction. Originality/value Although some studies examine social media narratives on patient satisfaction, fewer studies examine these narratives in relation to the built environment. Created by a team of interdisciplinary researchers, this study provides a novel approach to examine social media ratings.

scholarly journals Patients and relatives as auditors of safe practices in oncology and hematology day hospitals

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Isabel Rodrigo Rincón ◽  
Isabel Irigoyen Aristorena ◽  
Belén Tirapu León ◽  
Nicolás Zaballos Barcala ◽  
Maite Sarobe Carricas ◽  
...  
Keyword(s):  
Statistical Significance ◽  
Tertiary Hospital ◽  
Patient Identification ◽  
Healthcare Organizations ◽  
Cross Sectional ◽  
Logistic Regression Models ◽  
Younger Age ◽  
Day Hospitals ◽  
Cross Sectional Design ◽  
Safe Practices

Abstract Background When there is a gap in professionals’ adherence to safe practices during cancer treatment, the consequences can be serious. Identifying these gaps in order to enable improvements in patient safety can be a challenge. This study aimed to assess if cancer patients and their relatives can be given the skills to audit reliably four safe practices, and to explore whether they are willing to play this new role. Methods We recruited 136 participants in 2018, from the oncology and haematology day hospital of a tertiary hospital in Spain. Patient identification, hand hygiene, blood or chemotherapy identification, and side effects related to transfusion and chemotherapy, were the safe practices selected for evaluation. The study comprised two parts: an interventional educational program and a cross-sectional design to collect data and assess to what degree participants are able and willing to be auditors depending on their characteristics using multivariate logistic regression models. A participant’s auditing skill were assessed pre and post the educational intervention. Results The model was seeking predictors of being a good auditor. 63 participants (46.3%) were classified as good auditors after the training. To have younger age, higher educational level and to have had an experience of an adverse event were associated with a higher probability of being a good auditor. Additionally, 106 (77.9%) participants said that they would like to audit anonymously the professionals’ compliance of at least three of four safe practices. The willingness to audit safe practices differed depending on the safe practice but these differences did not reach statistical significance. Conclusions The data gathered by patients and relatives acting as auditors can provide healthcare organizations with valuable information about safety and quality of care that is not accessible otherwise. This new role provides an innovative way to engage patients and their families’ in healthcare safety where other methods have not had success. The paper sets out the methods that healthcare organizations need to undertake to enrol and train patients and relatives in an auditor role.

OHNS Residency Program and Applicant Social Media Presence During the COVID-19 Pandemic

2021 ◽  
pp. 000348942098797
Author(s):  
Shadi Ahmadmehrabi ◽  
Deborah X. Xie ◽  
Bryan K. Ward ◽  
Paul C. Bryson ◽  
Patrick Byrne
Keyword(s):  
Social Media ◽  
The United States ◽  
Cross Sectional Study ◽  
Application Process ◽  
Cross Sectional ◽  
Residency Programs ◽  
Social Media Presence ◽  
Residency Application ◽  
The Impact ◽  
Residency Match

Objectives: In addition to clinical and social disruption, the Coronavirus Disease 2019 (COVID-19) pandemic has affected many aspects of the otolaryngology residency application process. With delays in the 2021 Electronic Residency Applications Service (ERAS) timeline, students and programs have had more time to interact prior to the formal application process. This communication will report recent trends in social media presence by OHNS residency programs, and discuss mechanisms to compensate for decreased applicant-program interactions using social media ahead of the 2021 Match. Methods: In a cross-sectional study of the accredited otolaryngology residency programs in the United States, the number of social media profiles on Twitter, Instagram, and Facebook from 2009 to 2019 were recorded and compared. Results: Most programs (61%) have at least 1 social media profile. Over the past 10 years, the number of programs on social media has increased. During the COVID-19 pandemic, Twitter and Instagram showed higher rates of growth compared to Facebook. With the reduction of in-person opportunities for interactions, both applicants and programs are utilizing social media to showcase their values and their research. Twitter, in particular, also serves as a platform for professional networking. Conclusion: Both Twitter and Instagram are growing in popularity among programs and applicants to enhance networking. Social media is a powerful tool for networking and may help compensate for limitations imposed on the residency match process by the COVID-19 pandemic while maintaining professionalism considerations. The impact of social media on the 2021 otolaryngology residency match is an evolving phenomenon.

Impact of social media usage on performance of construction businesses (CBs) in Abuja, Nigeria

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Luqman Oyekunle Oyewobi ◽  
Olufemi Seth Olorunyomi ◽  
Richard Ajayi Jimoh ◽  
James Olabode Bamidele Rotimi
Keyword(s):  
Social Media ◽  
Social Interaction ◽  
Structural Equation ◽  
Building Materials ◽  
Positive Impact ◽  
Research Approach ◽  
Cross Sectional ◽  
Content Type ◽  
Business Interest ◽  
The Impact

Purpose Many construction businesses are currently building and keeping social media pages for their enterprises to be visible to the public to improve their social interaction, promote business interest, build trust and relationships with their targeted audience on social media. The purpose of this study is to examine the impact of social mediausage on performance of construction businesses (CBs) in Abuja, Nigeria. Design/methodology/approach This study used a quantitative research approach by identifying constructs that reveal three aspects of organisation’s physiognomies that impact the process of espousing, implementing and using technological innovations in conducting businesses. Well-structured questionnaire was used to obtain data from 113 purposively sampled building materials’ merchant operating in Dei-Dei Market, Abuja, Nigeria. This study used partial least squares structural equation modelling technique to establish the relationship among the constructs. Findings The results of this study indicated that technology has significant relationship with social media adoption, whereas social media adoption has a very strong positive impact on organisation’s performance (P < 0.001) with respect to improved customer relations and services and enhanced information accessibility. Research limitations/implications This study has implications for CBs that wish to adopt social media to promote their businesses by presenting to them the opportunity to understand the impact of technology, environment and organisational potential in improving business performance. This study is cross-sectional in nature, and this calls for caution in interpreting the results. Originality/value This paper developed and tested a conceptual framework presented to understand the interrelationships amongst the constructs, which would be of great significance to business owners in developing their social interaction and promote business interest via social media. The outcome of this research is beneficial to researchers to further study how the different social media tools could help in influencing business decisions.

scholarly journals MEASURING KNOWLEDGE OF JORDANIAN NURSES WORKING IN CRITICAL CARE UNITS TOWARD STROKE PATIENTS

World Science ◽  
2020 ◽  
Author(s):  
Eslam Abd Alkreem Allsassmah
Keyword(s):  
Critical Care ◽  
Negative Relationship ◽  
Signs And Symptoms ◽  
Public Hospitals ◽  
Stroke Management ◽  
Stroke Patients ◽  
Cross Sectional ◽  
Critical Care Units ◽  
Jordanian Nurses ◽  
The Impact

Background. Stroke is a devastating disease. It is a major cause for the neurological admission to hospitals all over the world. Limited knowledge among the critical care nurses about stroke in general and specifically about the risk factors, signs, and symptoms of stroke usually is a main source of delayed prompt stroke management and non-compliance with follow-up rehabilitation. Therefore, there is a need for a study that examines the impact of these factors in order to promote stroke management and improve nursing care outcomes.Aim. This study aimed at measuring the knowledge of Jordanian nurses working in critical care units toward stroke patients.Methods. This cross-sectional study used the descriptive approach in order to measure the knowledge of the Jordanian nurses working in critical care units regarding stroke patients in the Jordanian hospitals. Data were collected from Jordanian critical care units' nurses from seven hospitals; five private and two public hospitals. Critical care units’ nurses were selected conveniently based on specific inclusion criteria. Eligible participants were required to complete self–reported questionnaires about knowledge in addition to completing demographic questionnaires. The descriptive and inferential statistics were conducted using the SPSS software. Results. A total of (200) Critical care units’ nurses from public and private hospitals participated in the study. The nurses in this study exhibited poor knowledge on the study scales. There were statistically significant differences among nurses according to the type of hospital on the one scales (P< .05). There is a negative relationship between the knowledge and years of nursing practice in ER or ICU (P= .013).Conclusions. The measures of knowledge among the nurses in critical care units in the Jordanian hospitals towards stroke patients seem to be highly poor. Nurses in critical care units seem to have acceptable information, but inadequate to correctly enhance stroke awareness. There is a gap that should be stuffed via planning and implementation of educational and instructional programs focused on hospital nurses as well as community sectors in order to improve the stoke focus and experience and avoid the delay in accessing the medical help which would, in return, improve stroke management and reduce its effect in Jordan.

Sharing tourism experiences in social media

2017 ◽  
Vol 29 (1) ◽  
pp. 179-225 ◽  
Author(s):  
Marios D. Sotiriadis
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Academic Research ◽  
Online Reviews ◽  
Content Type ◽  
Main Research ◽  
Research Themes ◽  
Consumer Perspective ◽  
Use Of Social Media ◽  
The Impact

Purpose The purpose of this paper is twofold: to perform a synthesis of academic research published between 2009 and 2016 regarding the changes in tourism consumer behavior brought about by the use of social media (SM); and to suggest a set of strategies for tourism businesses to seize opportunities and deal with resulting challenges. Design/methodology/approach A volume of 146 peer-reviewed journal articles were retrieved from two major databases. Content analysis of this academic research has been performed, exploring the effects of online reviews on tourism consumers and providers. Findings The content analysis identified three main research themes that were investigated by scholars and classified into two major categories, namely, consumer perspective and provider perspective: the antecedents (factors motivating and influencing tourists); the influence of online reviews on consumer behaviour; and the impact of these reviews on tourism businesses (providers’ perspective). Research limitations/implications This study is based on a literature review and outcomes reported by previous studies; hence, the suggestions are indicative rather than conclusive. Some publication sources were not included. Practical implications This paper suggests a range of adequate strategies, along with operational actions, formulated for industry practitioners in the fields of management and marketing. Originality/value It provides an update of the state of published academic research into SM and an integrated set of management and marketing strategies for tourism providers in seizing the opportunities and dealing with the challenges raised in a digital context.

scholarly journals Association between Hospital Accreditation and Patient Satisfaction: A Survey in the Western Province of Iran

2017 ◽  
Vol 16 (1) ◽  
pp. 77-84 ◽  
Author(s):  
Rafat Mohebbifar ◽  
Sima Rafiei ◽  
Asghar Mohammadpoor Asl ◽  
Mohammad Ranjbar ◽  
Mona Khodayvandi
Keyword(s):  
Patient Satisfaction ◽  
Medical Science ◽  
Cross Sectional Study ◽  
Physical Structure ◽  
Information Communication ◽  
Medical Sciences ◽  
Hospital Accreditation ◽  
Cross Sectional ◽  
Strong Relation ◽  
Education Medical

Background: In recent years accreditation programs have been developed to assess the quality of care and patient safety in hospitals. Quality is a multidimensional concept with patient satisfaction as one of the important facets. This study aimed to test any relationship between patient satisfaction and hospital accreditation.Material and Methods: A cross-sectional study of seven hospitals in Hamadan, Iran, was conducted in 2013. Patient satisfaction was analyzed through a self-made questionnaire and data on hospitals’ accreditation scores were obtained from the Curative Deputy of Hamadan University of Medical Sciences. Statistical analysis was done using SPSS 20.Results: Our research found out a strong relation between satisfaction scores and length of stay, hospital type, human resources condition, information, communication and education, medical equipment and physical structure, accessibility to clinical services, emotional support, management and coordination of care. Findings also revealed a significant negative association between hospital accreditation and patient satisfaction except for the domain of emotional support.Conclusion: Findings support healthcare managers with helpful information about the variables that are related to patient satisfaction. This understanding will make them capable to meet needs and preferences of patients more effectively. Study also confirmed the importance of developing an accreditation system based on outcome parameters and providing responsive services to patients which can positively impact their satisfaction.Bangladesh Journal of Medical Science Vol.16(1) 2017 p.77-84

Patient satisfaction with perioperative nursing care in a tertiary hospital in Ghana

2020 ◽  
Vol 33 (6) ◽  
pp. 463-475
Author(s):  
Priscilla Anaba ◽  
Emmanuel Anongeba Anaba ◽  
Aaron Asibi Abuosi
Keyword(s):  
Patient Satisfaction ◽  
Nursing Care ◽  
Information Provision ◽  
Tertiary Hospital ◽  
Cross Sectional Study ◽  
Patient Relationship ◽  
Cross Sectional ◽  
Content Type ◽  
Surgical Department ◽  
Perioperative Nursing

PurposePromoting patient satisfaction is crucial for healthcare quality improvement. However, literature on patient satisfaction with nursing care in Ghana is limited. The aim of this study was to assess patient satisfaction with perioperative nursing care in Korle-Bu Teaching Hospital, the largest tertiary hospital in Ghana.Design/methodology/approachThe study was a cross-sectional study. A sample of one hundred (n = 100) in-patients in the surgical department were interviewed. Statistical Package for Social Science (SPSS), version 22, was used to analyze the data. The results were presented using univariate, bivariate and multivariate analyses.FindingsIt was found that majority of the respondents were males (53%), employed (56%) and insured (85%). It was also found that eight in ten respondents were satisfied with the perioperative nursing care. Overall patient satisfaction with perioperative nursing care was significantly associated with information provision (p < 0.001), nurse–patient relationship (p < 0.001), fear and concern (p < 0.05) and discomfort and need (p < 0.05). At the multivariate level, overall patient satisfaction was significantly influenced by nurse–patient relationship (β = 0.430, p = 0.002).Originality/valueThere is limited literature on nursing care in surgical departments and rarely are patients' views considered in assessing quality of perioperative care, especially in Low- and Middle- Income Countries (LMICs). This study is a modest contribution to the literature on patient satisfaction with perioperative nursing care in Ghana.

scholarly journals Brazilian vascular surgeons experience during the coronavirus (COVID-19) pandemic

Vascular ◽  
2020 ◽  
pp. 170853812095496
Author(s):  
Rafael D Malgor ◽  
Marcone Lima Sobreira ◽  
Nicolas J Mouawad ◽  
Adam P Johnson ◽  
Max V Wohlauer ◽  
...  
Keyword(s):  
Social Media ◽  
Vascular Surgery ◽  
Task Force ◽  
Descriptive Analysis ◽  
Healthcare Providers ◽  
Coping Mechanisms ◽  
Cross Sectional ◽  
Brief Cope ◽  
Anxiety Levels ◽  
The Impact

Background The COVID-19 pandemic has made a significant impact on all spheres of society. The objective of this study was to examine the impact of COVID-19 on the practices, finances, and social aspects of Brazilian vascular surgeons’ lives. Methods This is a descriptive analysis of the responses from Brazilian vascular surgeons to the cross-sectional anonymous Society for Vascular Surgery Wellness Task Force Pandemic Practice, Anxiety, Coping, and Support Survey for Vascular Surgeons disseminated 14–24 April 2020. Survey dissemination in Brazil occurred mainly via the Brazilian Society of Angiology and Vascular Surgery (SBACV) and social media. The survey evaluated the impact of the COVID-19 pandemic on vascular surgeons’ lives by assessing COVID-19-related stressors, anxiety using theGeneral Anxiety Disorder (GAD)-7 scale, and coping strategies using the Brief Coping Orientation to Problems Experienced (Brief-COPE) inventory. Results A total of 452 responses were recorded from Brazil, with 335 (74%) respondents completing the entire survey. The majority of respondents were males ( N = 301, 67%) and practiced in an urban hospitals. The majority of respondents considered themselves at high risk to be infected with COVID-19 ( N = 251, 55.8%), and just over half the respondents noted that they had adequate PPE at their primary hospital ( N = 171, 54%). One hundred and nine (35%) surgeons confirmed that their hospitals followed professional surgical society guidelines for prioritizing surgeries during the pandemic. At the time of the survey, only 33 (10%) surgeons stated they have pre-operative testing of patients for COVID-19 available at their hospital. Academic vascular surgeons reported being redeployed more often to help with other non-vascular duties compared to community-based or solo practitioners (43% vs. 30% vs. 21% respectively, P = .01). Severe anxiety due to pandemic-related financial concerns was similar in those surgeons practicing solo compared to those in community- or academic-based/group practice (46% vs. 38% vs. 22%; P = .54). The respondents reported their anxiety levels as mild based on the stressors investigated instead of moderate-severe (54% vs. 46%; P = .04). Social media was utilized heavily during the pandemic, with video gatherings being the most commonly used tool (76%). Self-distraction (60%) and situational acceptance (81%) were the most frequently reported coping mechanisms used among Brazilian vascular surgeons. Conclusion The COVID pandemic has greatly affected healthcare providers around the world. At the time of this survey, Brazilian vascular surgeons are reporting low anxiety levels during this time and are using mostly active coping mechanisms.

Sign in / Sign up

Export Citation Format

Share Document