TY - GEN
T1 - Have Patients' Attitudes towards Doctors Changed with COVID-19? Insights from Online Doctor Reviews in Beijing, China
AU - Li, Jiaxuan
AU - Pang, Patrick Cheong Iao
N1 - Publisher Copyright:
© 2022 ACM.
PY - 2022/7/16
Y1 - 2022/7/16
N2 - The COVID-19 pandemic has brought many challenges, including doctor-patient relationships (DPRs). This study aims to investigate the change in patients' attitudes towards doctors during the pandemic. We collected 24,000 reviews in Beijing, China from an online health platform, with half of the data from 2019 and another half from 2020. These data were compared using sentiment and word frequency analyses. Results show that the number of negative reviews has reduced significantly, and the salient topics of negative reviews have shifted from doctor-related to administration-related. These findings suggest that the DPRs have improved but there is room for managerial improvements in the health sector.
AB - The COVID-19 pandemic has brought many challenges, including doctor-patient relationships (DPRs). This study aims to investigate the change in patients' attitudes towards doctors during the pandemic. We collected 24,000 reviews in Beijing, China from an online health platform, with half of the data from 2019 and another half from 2020. These data were compared using sentiment and word frequency analyses. Results show that the number of negative reviews has reduced significantly, and the salient topics of negative reviews have shifted from doctor-related to administration-related. These findings suggest that the DPRs have improved but there is room for managerial improvements in the health sector.
KW - doctor-patient relationship
KW - sentiment analysis
KW - text mining
KW - word frequency analysis
UR - http://www.scopus.com/inward/record.url?scp=85143752719&partnerID=8YFLogxK
U2 - 10.1145/3556089.3556163
DO - 10.1145/3556089.3556163
M3 - Conference contribution
AN - SCOPUS:85143752719
T3 - ACM International Conference Proceeding Series
SP - 267
EP - 272
BT - ICEME 2022 - 2022 13th International Conference on E-Business, Management and Economics
PB - Association for Computing Machinery
T2 - 13th International Conference on E-Business, Management and Economics, ICEME 2022
Y2 - 16 July 2022 through 18 July 2022
ER -