ArticleBMJ quality & safety2020
The value of Facebook in nation-wide hospital quality assessment: a national mixed-methods study in Norway.
Article in BMJ quality & safety, 2020. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 9 papers.
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Who cites it
9 citing papers in PubMed.
- Exploiting survey and online patient experience comments in general practice: validating a fine-tuned language model for automatic sentiment analysis.Family practice · 2026Article
- Does Patient Experience Correlate With Overall Hospital Quality Ratings?Journal of patient experience · 2026Article
- Identifying Patients' Preference During Their Hospital Experience. A Sentiment and Topic Analysis of Patient-Experience Comments via Natural Language Techniques.Patient preference and adherence · 2025Article
- Google star ratings of Canadian hospitals: a nationwide cross-sectional analysis.BMJ open quality · 2024Article
- Web-Based Public Ratings of General Practitioners in Norway: Validation Study.JMIR formative research · 2023Article
- Hospital Facebook Reviews Analysis Using a Machine Learning Sentiment Analyzer and Quality Classifier.Healthcare (Basel, Switzerland) · 2021Article
- Patient Satisfaction and Hospital Quality of Care Evaluation in Malaysia Using SERVQUAL and Facebook.Healthcare (Basel, Switzerland) · 2021Article
- Assessing Patient-Perceived Hospital Service Quality and Sentiment in Malaysian Public Hospitals Using Machine Learning and Facebook Reviews.International journal of environmental research and public health · 2021Article
- Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia.International journal of environmental research and public health · 2021Article
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Authors and funding
4 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
objectivesThe objective was to assess the possibility of using a combination of official and unofficial Facebook ratings and comments as a basis for nation-wide hospital quality assessments in Norway.
methodsAll hospitals from a national cross-sectional patient experience survey in 2015 were matched with corresponding Facebook ratings. Facebook ratings were correlated with both case-mix adjusted and unadjusted patient-reported experience scores, with separate analysis for hospitals with official site ratings and hospitals with unofficial site ratings. Facebook ratings were also correlated with patient-reported incident scores, hospital size, 30-day mortality and 30-day readmission. Facebook comments from 20 randomly selected hospitals were analysed, contrasting the content and sentiments of official versus unofficial Facebook pages.
resultsFacebook ratings were significantly correlated with most patient-reported indicators, with the highest correlations relating to unadjusted scores for organisation (0.60, p<0.000) and nursing services (0.57, p<0.000). Facebook ratings were significantly correlated with hospital size (-0.40, p=0.003) and 30-day mortality (0.31, p=0.040). Sentiment analysis showed that 84.7% of the comments from unofficial Facebook sites included neutral comments that did not give any specific description of experiences of the quality of care at the hospital. Content analysis identified common themes on official and unofficial Facebook pages.
conclusionsFacebook ratings were associated with patient-reported indicators, hospital size, and 30-day mortality. Qualitative comments from official Facebook are more relevant for hospital evaluation than unofficial sites. More research is needed on using Facebook ratings as a standalone indicator of patient experiences in national quality measurement, and such ratings should be reported together with research-based patient experience indicators and with explicit criteria for the inclusion of unofficial sites.
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