The value of Facebook in nation-wide hospital quality assessment: a national mixed-methods study in Norway
| Autor: | Hilde Karin Hestad Iversen, Kirsten Danielsen, Øyvind Andresen Bjertnæs, Katrine Damgaard Skyrud |
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| Rok vydání: | 2019 |
| Předmět: |
medicine.medical_specialty
Quality Assurance Health Care patient satisfaction education Hospital quality Separate analysis quality measurement 03 medical and health sciences 0302 clinical medicine Patient satisfaction Surveys and Questionnaires Patient experience Medicine Humans 030212 general & internal medicine Patient Reported Outcome Measures Correlation of Data Quality Indicators Health Care Original Research business.industry Norway 030503 health policy & services Health Policy Quality measurement performance measures Hospitals patient-centred care Family medicine 0305 other medical science business Inclusion (education) Social Media |
| Zdroj: | BMJ Quality & Safety BMJ Quality and Safety |
| ISSN: | 2044-5423 |
| Popis: | ObjectivesThe objective was to assess the possibility of using a combination of official and unofficial Facebook ratings and comments as a basis for nation-wide hospital quality assessments in Norway.MethodsAll hospitals from a national cross-sectional patient experience survey in 2015 were matched with corresponding Facebook ratings. Facebook ratings were correlated with both case-mix adjusted and unadjusted patient-reported experience scores, with separate analysis for hospitals with official site ratings and hospitals with unofficial site ratings. Facebook ratings were also correlated with patient-reported incident scores, hospital size, 30-day mortality and 30-day readmission. Facebook comments from 20 randomly selected hospitals were analysed, contrasting the content and sentiments of official versus unofficial Facebook pages.ResultsFacebook ratings were significantly correlated with most patient-reported indicators, with the highest correlations relating to unadjusted scores for organisation (0.60, pConclusionsFacebook ratings were associated with patient-reported indicators, hospital size, and 30-day mortality. Qualitative comments from official Facebook are more relevant for hospital evaluation than unofficial sites. More research is needed on using Facebook ratings as a standalone indicator of patient experiences in national quality measurement, and such ratings should be reported together with research-based patient experience indicators and with explicit criteria for the inclusion of unofficial sites. |
| Databáze: | OpenAIRE |
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