Unhappy Patients Are Not Alike: Content Analysis of the Negative Comments from China's Good Doctor Website

• DOI: 10.2196/jmir.8223
• Publication Date: 2018-01-25T10:45:38Z
• Authors: Wei Zhang; Zhaohua Deng; Ziying Hong; Richard Evans; Jingdong Ma; Hui Zhang
• Keywords: Popularity

With the rise in popularity of Web 2.0 technologies, sharing patient experiences about physicians on online forums and medical websites has become a common practice. However, negative comments posted by patients are considered to be more influential other than those that satisfactory.The aim this study was analyze identify possible solutions improve satisfaction, as well their relationship with physicians.A Java-based program developed collect Good Doctor website, one most popular health communities China. A total 3012 concerning 1029 (mean 2.93 [SD 4.14]) from 5 highly ranked hospitals Beijing were extracted for content analysis. An initial coding framework constructed 2 research assistants involved codification.Analysis, based collected comments, revealed unhappy not alike complaints cover wide range issues experienced throughout whole process consultation. Among them, Obstetrics Gynecology (606/3012, 20.12%; P=.001) Internal Medicine (487/3012, 16.17%; P=.80) received comments. For per physician, Dermatology Sexually Transmitted Diseases 5.72, P<.001) Andrology 5, P=.02) highest. Complaints relating insufficient consultation duration (577/3012, 19.16%), physician impatience (527/3012, 17.50%), perceived poor therapeutic effect (370/3012, 12.28%) highest number Specific groups people, such accompanying older or children, traveling patients, very important person registrants, shown demonstrate little tolerance service.Analysis provides an innovative approach understand factors associated dissatisfaction. The outcomes could benefit seeking delivery patient-centered services. Patients expected understanding overloaded physicians' workloads, which impacted China's stretched resources, efforts made build harmonious physician-patient relationships.