Transforming Healthcare Quality Through Patient Sentiment Analytics: A Data-Driven Framework for Patient-Centered Quality Improvement

Mithra Rani Hur; Al Akhir

Authors

Mithra Rani Hur School of Business, Trine University, Indiana, USA
Al Akhir Business Analytics and Systems, University of Bridgeport, Bridgeport, USA

Keywords:

Patient sentiment analytics, Healthcare quality improvement, Patient-centered care, Physician communication, Provider trust

Abstract

Background: Patients serve as vital quality indicators for healthcare facilities because they provide direct feedback about their medical service experiences. Healthcare providers need to understand communication patterns and provider trust and patient-centered care and service efficiency affect medical service quality that will improve patient care quality. Methods: The study included 165 healthcare users who participated in a quantitative cross-sectional survey after they received medical services. The questionnaire collected data about patient experiences and physician communication and provider trust and patient-centered care and service efficiency and healthcare quality through five-point Likert scales. IBM SPSS Statistics 29.0 to perform descriptive statistics and Pearson correlation analysis, which they used to study the characteristics of survey participants. Results: Healthcare services received positive feedback from patients. The highest mean score appeared in Physician communication which scored 4.31 ± 0.65 followed by provider trust at 4.29 ± 0.68 and healthcare quality at 4.21 ± 0.69. Positive and very positive patient sentiment accounted for 68.5% of responses. Healthcare quality improvement should start with Communication (22.4%) and provider trust (19.4%) because they represent the most essential elements. Pearson correlation analysis showed that healthcare quality maintained strong relationships with patient experience (r = 0.804), provider trust (r = 0.779), communication (r = 0.736), and service efficiency (r = 0.691) but waiting time maintained a moderate negative relationship (r = −0.518). Conclusion: Healthcare organizations need to develop their patient-centered communication abilities while building provider trust and enhancing service efficiency and decreasing waiting times to achieve better patient satisfaction.

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