Abstract
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.
Highlights
IntroductionPublisher’s Note: MDPI stays neutral with regard to jurisdictional claims in published maps and institutional affiliations
Area under the ROC Curve = 58% (p < 0.001). This is the first study we are aware of that examines Facebook reviews as a tool for patient satisfaction and the impact of hospital accreditation on patient satisfaction expressed on social media platforms in Southeast Asia, and possibly across Asia
We discovered a moderate association between hospital patient satisfaction and consumer recommendations in Facebook reviews, which may offer information on service quality and patient experiences to hospital management
Summary
Publisher’s Note: MDPI stays neutral with regard to jurisdictional claims in published maps and institutional affiliations. Accreditation has gained global recognition as a framework for healthcare organizations to maintain quality of care. Accreditation guarantees conformity with standards while promoting continuous quality improvement. Numerous kinds of healthcare accreditation exist for condition- or specialty-specific hospital and organization-level operations. The current state of knowledge about accreditation paints a mixed picture of whether it improves clinical processes and outcomes. A patient satisfaction score is a critical indicator of the quality of treatment and impact of accreditation in a healthcare setting [1]. Structured patient satisfaction surveys, such as the Hospital
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