Service Quality Improvement of Hospital Reservation System Based on Text Sentiment Analysis

Abstract

In response to the call for national Internet medical treatment, a large number of registration reservation systems have appeared in major hospitals. The emergence of hospital appointment system greatly alleviates the problem of ”registration difficulty” in hospital and solves the problem of crowding and inefficiencies in hospital outpatients. The usability, stability, and efficiency nature of the reservation system determines whether the user is willing to make an appointment with the reservation system. Therefore, during the phase of user interface designing and business process designing, it is necessary to fully consider the user’s application experience. This paper takes the hospital outpatient appointment system developed by a medical software enterprises in Shandong Province as an example to analyze the back-end review text data of the system. Based on the LDA topic model, patients’ concerns are extracted, and then the reservation system is improved according to the patients’ dissatisfaction with the contents of concerns, so as to improve the service quality of the hospital reservation system.