Harnessing the cloud of patient experience: using social media to detect poor quality healthcare

Greaves, Felix; Ramirez-Cano, Daniel; Millett, Christopher; Darzi, Ara; Donaldson, Liam

doi:10.1136/bmjqs-2012-001527

Cited by 261 publications

(192 citation statements)

References 18 publications

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“…[2][3][4][5][6][7] Nevertheless, healthcare social media has evolved from simple information-sharing functions to addressing complex public health problems such as healthcare quality and safety, disaster preparedness, and pandemic surveillance. [8][9][10][11][12] The Office of Health Information Technology within the U.S. Department of Health and Human Services acknowledges the importance of tracking and responding to social media's growing role in healthcare. 13 Shared experiences about satisfaction and quality of healthcare organizations and providers posted online may influence consumers' healthcare decision-making in the coming years.…”

Section: Introductionmentioning

confidence: 99%

Hospital Evaluations by Social Media: A Comparative Analysis of Facebook Ratings among Performance Outliers

et al. 2015

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BACKGROUND: An increasing number of hospitals and health systems utilize social media to allow users to provide feedback and ratings. The correlation between ratings on social media and more conventional hospital quality metrics remains largely unclear, raising concern that healthcare consumers may make decisions on inaccurate or inappropriate information regarding quality. OBJECTIVES: The purpose of this study was to examine the extent to which hospitals utilize social media and whether user-generated metrics on Facebook ® correlate with a Hospital Compare ® metric, specifically 30-day all cause unplanned hospital readmission rates. DESIGN AND PARTICIPANTS: This was a retrospective cross-sectional study conducted among all U.S. hospitals performing outside the confidence interval for the national average on 30-day hospital readmission rates as reported on Hospital Compare. Participants were 315 hospitals performing better than U.S. national rate on 30-day readmissions and 364 hospitals performing worse than the U.S. national rate. MAIN MEASURES:The study analyzed ratings of hospitals on Facebook's five-star rating scale, 30-day readmission rates, and hospital characteristics including beds, teaching status, urban vs. rural location, and ownership type. KEY RESULTS: Hospitals performing better than the national average on 30-day readmissions were more likely to use Facebook than lower-performing hospitals (93.3 % vs. 83.5 %; p < 0.01). The average rating for hospitals with low readmission rates (4.15±0.31) was higher than that for hospitals with higher readmission rates (4.05±0.41, p < 0.01). Major teaching hospitals were 14.3 times more likely to be in the high readmission rate group. A onestar increase in Facebook rating was associated with increased odds of the hospital belonging to the low readmission rate group by a factor of 5.0 (CI: 2.6-10.3, p < 0.01), when controlling for hospital characteristics and Facebook-related variables. CONCLUSIONS: Hospitals with lower rates of 30-day hospital-wide unplanned readmissions have higher ratings on Facebook than hospitals with higher readmission rates. These findings add strength to the concept that aggregate measures of patient satisfaction on social media correlate with more traditionally accepted measures of hospital quality.

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Section: Introductionmentioning

confidence: 99%

Hospital Evaluations by Social Media: A Comparative Analysis of Facebook Ratings among Performance Outliers

et al. 2015

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“…y, posteriormente, activar la campaña de comunicación en redes sociales. Los hospitales no solo deben apostar por medir la reputación, sino también por medir el impacto que tiene la comunicación en redes sociales en la calidad del servicio médico ofrecido al paciente (Greaves, Ramirez, Millett, Darzi y Donaldson, 2013).…”

Section: Modelo Pma De Reputación Online En Hospitales)unclassified

La gestión de la reputación online de las marcas hospitalarias: una propuesta de modelo

Aguerrebere¹

2017

ZER- Rev. estud. comun.

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Recibido el 6 de junio de 2017, aceptado el 28 de septiembre de 2017.Resumen: El objetivo de este artículo de revisión bibliográfica es analizar el impacto de las redes sociales en la creación de la reputación online de una marca hospitalaria. El artículo propone el modelo PMA de gestión de la reputación online para marcas hospitalarias, y concluye afirmando que la existencia de un equipo multidisciplinar, la proyección de la marca en el largo plazo y la implicación de los profesionales de la salud son aspectos determinantes para que el Director de Comunicación de un hospital pueda crear una marca reputada.Palabras clave: Salud, comunicación corporativa, marca, reputación, redes sociales. LaburpenaBerrikuspen bibliografikoan oinarritutako artikulu honen helburua da sare sozialek ospitalemarka baten online ospearen eraketan duten inpaktua aztertzea. Artikuluak PMA kudeaketaeredua proposatzen du ospitale-marken online ospea kudeatzeko, eta ateratzen duen ondorioa da ospitale bateko komunikazio-zuzendariak alderdi erabakigarri hauek erabil ditzakeela ospe oneko marka bat sortzeko: diziplinarteko talde bat izatea, markaren epe luzerako proiekzioa, eta osasunaren arloko profesionalen inplikazioa. Gako-hitzak: Osasuna, komunikazio korporatiboa, marka, erreputazioa, sare sozialak. AbstractThe objective of this bibliographic review paper is to analyse the impact of social media in the creation of the online reputation of a hospital brand. This paper proposes the PMA model

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“…attitudes, values, emotions, behaviours and interactions of patients) suggests patients should be integrated into safety assessments, with patient accounts of good or poor care being used to detect unsafe organisational cultures [27] [28]. Patient perspectives have therefore been linked with patient safety and clinical effectiveness across a wide variety of treatments, settings, population groups and outcome measures [29].…”

Section: Organisational Culturementioning

confidence: 99%

What can acute medicine learn from qualitative methods?

Heasman

Reader

2015

Current Opinion in Critical Care

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Research Council (ESRC). Conflicts of interest:None. Abstract Purpose of reviewThe contribution of qualitative methods to evidence-based medicine is growing, with qualitative studies increasingly used to examine patient experience and unsafe organisational cultures. This review considers qualitative research recently conducted on teamwork and organisational culture in the Intensive Care Unit (ICU) and also other acute domains. Recent findingsQualitative studies have highlighted the importance of interpersonal and social aspects of healthcare on managing and responding to patient care needs. Clear/consistent communication, compassion, and trust underpin successful patient-physician interactions, with improved patient experiences linked to patient safety and clinical effectiveness across a wide range of measures and outcomes. Across multidisciplinary teams, good communication facilitates shared understanding, decision-making and coordinated action, reducing patient risk in the process. SummaryQualitative methods highlight the complex nature of risk management in hospital wards, which is highly contextualised to the demands and resources available, and influenced by multi-layered social contexts. In addition to augmenting quantitative research, qualitative investigations enable the investigation of questions on social behaviour that are beyond the scope of quantitative assessment alone. To develop improved patient-centred care, health professionals should therefore consider integrating qualitative procedures into their existing assessments of patient/staff satisfaction.

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Harnessing the cloud of patient experience: using social media to detect poor quality healthcare

Cited by 261 publications

References 18 publications

Hospital Evaluations by Social Media: A Comparative Analysis of Facebook Ratings among Performance Outliers

Hospital Evaluations by Social Media: A Comparative Analysis of Facebook Ratings among Performance Outliers

La gestión de la reputación online de las marcas hospitalarias: una propuesta de modelo

What can acute medicine learn from qualitative methods?

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