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

患者的经验越来越多地在社交媒体平台上分享，然而，用于理解患者声音的传统机制并不具备捕获这一重要数据源的能力。大量的数据及其非结构化的格式意味着手动管理是不可行的，“现成”的工具无法处理医疗保健反馈的独特性质。患者体验平台（PEP）提供有关英国患者体验的实时反馈。PEP自动收集来自各种在线平台（如Facebook，Twitter，NHS Choices和Google）的公开数据。这些数据通过PEP的尖端算法进行处理，以识别相关内容并对情绪进行评分。我们收集了数百万患者的评论，提供了一个经过验证的，准确的和公正的总结，了解患者的真实想法。从在线数据中捕捉，识别和分析患者的体验是至关重要的。研究表明，PEP捕获的反馈是深入质量检查的准确预测器。PEP理解患者对他们的医疗保健体验的看法和想法，并使用它来改善所有人的服务。

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.