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Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia

Author

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  • Afiq Izzudin A. Rahim

    (Department of Community Medicine, School of Medical Science, Universiti Sains Malaysia, Kubang Kerian, Kota Bharu 16150, Kelantan, Malaysia)

  • Mohd Ismail Ibrahim

    (Department of Community Medicine, School of Medical Science, Universiti Sains Malaysia, Kubang Kerian, Kota Bharu 16150, Kelantan, Malaysia)

  • Kamarul Imran Musa

    (Department of Community Medicine, School of Medical Science, Universiti Sains Malaysia, Kubang Kerian, Kota Bharu 16150, Kelantan, Malaysia)

  • Sook-Ling Chua

    (Faculty of Computing and Informatics, Persiaran Multimedia, Multimedia University, Cyberjaya 63100, Selangor, Malaysia)

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.

Suggested Citation

  • Afiq Izzudin A. Rahim & Mohd Ismail Ibrahim & Kamarul Imran Musa & Sook-Ling Chua, 2021. "Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia," IJERPH, MDPI, vol. 18(14), pages 1-16, July.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:14:p:7454-:d:593145
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    References listed on IDEAS

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    1. Po-Chin Yang & Wui-Chiang Lee & Hao-Yen Liu & Mei-Ju Shih & Tzeng-Ji Chen & Li-Fang Chou & Shinn-Jang Hwang, 2018. "Use of Facebook by Hospitals in Taiwan: A Nationwide Survey," IJERPH, MDPI, vol. 15(6), pages 1-10, June.
    2. Mohammed Almasabi & Shane Thomas, 2017. "The impact of Saudi hospital accreditation on quality of care: a mixed methods study," International Journal of Health Planning and Management, Wiley Blackwell, vol. 32(4), pages 261-278, October.
    3. João Éderson Corrêa & João Batista Turrioni & Carlos Henrique Pereira Mello & Ana Carolina Oliveira Santos & Carlos Eduardo Sanches Da Silva & Fabrício Alves De Almeida, 2018. "Development of a System Measurement Model of the Brazilian Hospital Accreditation System," IJERPH, MDPI, vol. 15(11), pages 1-17, November.
    4. Mu'taman Jarrar & Mohammad Al‐Bsheish & Latefa Ali Dardas & Ahmed Meri & Mohd Sobri Minai, 2020. "Adverse events in Malaysia: Associations with nurse's ethnicity and experience, hospital size, accreditation, and teaching status," International Journal of Health Planning and Management, Wiley Blackwell, vol. 35(1), pages 104-119, January.
    5. Guangyu Hu & Xueyan Han & Huixuan Zhou & Yuanli Liu, 2019. "Public Perception on Healthcare Services: Evidence from Social Media Platforms in China," IJERPH, MDPI, vol. 16(7), pages 1-10, April.
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    Cited by:

    1. Afiq Izzudin A. Rahim & Mohd Ismail Ibrahim & Kamarul Imran Musa & Sook-Ling Chua & Najib Majdi Yaacob, 2021. "Assessing Patient-Perceived Hospital Service Quality and Sentiment in Malaysian Public Hospitals Using Machine Learning and Facebook Reviews," IJERPH, MDPI, vol. 18(18), pages 1-28, September.
    2. Cong Cao & Dan Li & Qianwen Xu & Xiuyan Shao, 2022. "Motivational Influences Affecting Middle-Aged and Elderly Users’ Participation Intention in Health-Related Social Media," IJERPH, MDPI, vol. 19(18), pages 1-21, September.

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