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

患者体验越来越多地在社交媒体平台上共享，然而，理解患者声音的传统机制并不具备捕捉这一重要数据源的能力。数据量及其非结构化格式意味着手工管理是不可行的，而且“现成”工具无法处理医疗保健反馈的独特性。患者体验平台（PEP）提供有关英国各地患者体验的实时反馈。PEP自动从各种在线平台（如Facebook、Twitter、NHS Choices和谷歌）收集公开可用的数据。这些数据通过PEP的尖端算法进行处理，以确定哪些是相关的，并对情绪进行评分。收集了数以百万计的患者评论，为患者的真实想法提供了经过验证、准确和公正的总结。从在线数据中获取、识别和分析患者体验至关重要。研究表明，PEP捕获的反馈是深入质量检查的准确预测指标。PEP了解患者对其医疗保健体验的看法和看法，并利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.