IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v18y2021i14p7454-d593145.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/18/14/7454/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/18/14/7454/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. 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.
    3. 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.
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    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. Ya-Chuan Hsu & Tzeng-Ji Chen & Feng-Yuan Chu & Hao-Yen Liu & Li-Fang Chou & Shinn-Jang Hwang, 2019. "Official Websites of Local Health Centers in Taiwan: A Nationwide Study," IJERPH, MDPI, vol. 16(3), pages 1-10, January.
    3. Delin Liu & Xiaole Chang & Siyu Wu & Yongling Zhang & Nana Kong & Xiaobing Zhang, 2024. "Influencing Factors of Urban Public Flood Emergency Evacuation Decision Behavior Based on Protection Motivation Theory: An Example from Jiaozuo City, China," Sustainability, MDPI, vol. 16(13), pages 1-15, June.
    4. Chengyan Zhu & Xiaolin Xu & Wei Zhang & Jianmin Chen & Richard Evans, 2019. "How Health Communication via Tik Tok Makes a Difference: A Content Analysis of Tik Tok Accounts Run by Chinese Provincial Health Committees," IJERPH, MDPI, vol. 17(1), pages 1-13, December.
    5. Angela Chang & Xuechang Xian & Matthew Tingchi Liu & Xinshu Zhao, 2022. "Health Communication through Positive and Solidarity Messages Amid the COVID-19 Pandemic: Automated Content Analysis of Facebook Uses," IJERPH, MDPI, vol. 19(10), pages 1-16, May.
    6. Beniamino Schiavone & Andrea Vitale & Mena Gallo & Gianlucasalvatore Russo & Domenico Ponticelli & Mario Borrelli, 2021. "Overview of Facebook Use by Hospitals in Italy: A Nationwide Survey during the COVID-19 Emergency," IJERPH, MDPI, vol. 18(14), pages 1-17, July.
    7. Pi-Chun Hsu & I-Hsiung Chang & Ru-Si Chen, 2019. "Online Learning Communities and Mental Health Literacy for Preschool Teachers: The Moderating Role of Enthusiasm for Engagement," IJERPH, MDPI, vol. 16(22), pages 1-9, November.
    8. Amira El-Shal & Patricia Cubi-Molla & Mireia Jofre-Bonet, 2021. "Accreditation as a quality-improving policy tool: family planning, maternal health, and child health in Egypt," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 22(1), pages 115-139, February.
    9. Po-Chin Yang & Feng-Yuan Chu & Hao-Yen Liu & Mei-Ju Shih & Tzeng-Ji Chen & Li-Fang Chou & Shinn-Jang Hwang, 2019. "Features of Online Hospital Appointment Systems in Taiwan: A Nationwide Survey," IJERPH, MDPI, vol. 16(2), pages 1-10, January.
    10. Aavash Raj Pandey & Mahdi Seify & Udoka Okonta & Amin Hosseinian-Far, 2023. "Advanced Sentiment Analysis for Managing and Improving Patient Experience: Application for General Practitioner (GP) Classification in Northamptonshire," IJERPH, MDPI, vol. 20(12), pages 1-11, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:18:y:2021:i:14:p:7454-:d:593145. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.