Abstract
Many U.S. hospitals are struggling to improve their margins and some are forced to merge with bigger hospitals. To thrive in such a volatile environment, hospital leaders need to identify what is going wrong with their patients’ experiences during medical treatments so that the service can be improved and the hospital can offer patient-centric care. In this study, we use mixed-methods at the patient-level to empirically demonstrate the dual but opposing role of mergers on hospital efficiency and patient satisfaction. Based on our findings, we emphasize that by periodically analyzing the sentiments associated with patient social media comments, hospital quality leaders in healthcare teams can quickly identify the gaps and plug them thereby achieving twin objectives of: (1) offering patient-centric care; and (2) developing a thriving online community for the hospital. Both of these should ultimately give hospitals a competitive advantage as they crowdsource these online communities to obtain current patient care quality defects and suggestions for improvement in the future. Implications of the study are discussed.
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