Development of a patients' satisfaction analysis system using machine learning and lexicon-based methods.

ABSTRACT:

Background

Patients' rights are integral to medical ethics. This study aimed to perform sentiment analysis and opinion mining on patients' messages by a combination of lexicon-based and machine learning methods to identify positive or negative comments and to determine the different ward and staff names mentioned in patients' messages.

Methods

The level of satisfaction and observance of the rights of 250 service recipients of the hospital was evaluated through the related checklists by the evaluator. In total, 822 Persian messages, composed of 540 negative and 282 positive comments, were collected and labeled by the evaluator. Pre-processing was performed on the messages and followed by 2 feature vectors which were extracted from the messages, including the term frequency-in

SUBMITTER: Khaleghparast S 

PROVIDER: S-EPMC10037842 | biostudies-literature | 2023 Mar

REPOSITORIES: biostudies-literature