Social Media Listening for Hospitals and Clinics

‍

UNDERSTANDING ENTIRE PATIENT EXPERIENCE

Understanding the entire patient experience is a crucial aspect of managing health care processes for hospitals, clinics, and similar facilities. Social listening and analytics is one technique to analyze and summarize enormous volumes of unstructured data about what thousands of individuals truly feel and how they would respond about their treatment. By monitoring a wide range of social and digital platforms with our expertise in Social listening, hospitals can improve patient and customer experience. 

UNDERSTANDING THE VOICE OF THE PATIENT IDENTIFY YOUR OBJECTIVES

In an increasingly digital world, many individuals turn to the internet for medical and health care advice, with 41 percent of internet users saying that social media impacts their choice of doctors and hospitals. Social media listening allows hospital and clinic management to understand better the platforms and mediums that patients actively use and engage with. Our team analyzed over 13,000 social media conversations relating to a leading hospital in the Pittsburgh area. Our results indicated that general news sites and magazines were the largest sources of online conversation around this hospital. At the same time, Twitter was the leading social media platform, as these two categories combined for nearly half of all digital mentions. Knowing how and where patients express their voice should be your starting point to respond to and direct patients and individuals toward appropriate medical advice.

SENTIMENT ANALYSIS

Another aim of social media listening for hospitals is to generate new insights into patients’ perceptions of your organization. At a high level, the technique of sentiment analysis or breaking down conversations and textual data into positive-based or negative-based sentiments present an overall snapshot of how patients respond to your organization on social media.

Breaking down social media conversations into specific topics via sentiment analysis can also be accomplished by analyzing the social media record relevant to your organization. Specifically, there were 1438 mentions on staff behavior, 1120 mentions on the treatment received, 333 mentions on start to end patient experience, and 75 mentions on wait times. These were some of the most relevant structured topics mentioned. From improving on sources of customer complaints to recognizing the effective processes already in place, social media listening is a powerful tool in the health care industry.

‍

Stay tuned for our next insight and connect with us on social@cogentinfo.com