Dan Hinmon, MCSMN Director

Posts: 2883
Joined: Apr 13, 2011

Leveraging Twitter for Insights on Patient Experience

Posted by @DanHinmon, Nov 16, 2015

Researchers at Boston Children’s Hospital have found the candid opinions expressed on social media—specifically on Twitter—may provide hospitals with valuable insight when it comes to measuring quality and patient experience.

The study, “Measuring patient-perceived quality of care in US hospitals using Twitter,” published in the October issue of BMJ Quality & Safety, broke down 400,000 public tweets directed at the Twitter handles of almost 2,400 hospitals in the U.S. between 2012 and 2013.

“Traditional quality surveys, while useful, have some major limitations: low response rates (and selection biases in those that do respond), targeted questions, and significant time lag before the results are available to the public,” says Jared Hawkins, MMSc, PhD, faculty in Boston Children’s Hospital’s Computational Health Informatics Program (CHIP) and director of informatics for Boston Children’s Innovation Acceleration Program..

“Twitter is an incredibly rich resource for unsolicited, real-time feedback that is accessible to anyone who wishes to have their voice heard?making it a perfect companion to traditional surveys.”


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