The Wisdom of Patients- Making sense of what patients say across social media about the quality of their care

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Patient experience is increasingly shared across social media platforms, however traditional mechanisms for understanding patient voice are not equipped to capture this essential data source. The volume and its unstructured format mean it is unfeasible to manage manually, and 'off-the-shelf' tools cannot handle the unique nature of healthcare feedback.The Patient Experience Platform (PEP) provides real-time feedback about what patients are experiencing across the UK. PEP automatically collects publicly available data from a variety of online platforms such as Facebook, Twitter, NHS Choices and Google. The data is processed through PEP's cutting-edge algorithms to identify what is relevant and score the sentiment. Millions of patient comments have been collected providing a proven, accurate and unbiased summary of what patients really think.Capturing, identifying and analysing the patient experience from online data is pivotal. Research has shown that the feedback captured by PEP is an accurate predictor of in-depth quality inspections.PEP makes sense of what patients say and think about their healthcare experiences and uses it to improve services for all.