Quality and Customer Satisfaction Health Accessibility Framework using Social Media Platform

Date
2018-01-03
Authors
Albarrak, Abdulaziz
Li, Yan
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Abstract
Access to healthcare refers to the ability of individuals to obtain needed healthcare services. It is a complex and multidimensional phenomenon, and can be affected by multiple factors. Among these factors are quality and patient satisfaction. In this study, we propose a framework, namely, Quality and Customer Satisfaction Health Accessibility Framework (QCSHAF), that takes into consideration quality and customer satisfaction in measuring health accessibility. The proposed framework utilizes different social media platforms to derive measures for quality and customer satisfaction of a health facility or physician. The framework is evaluated using a case study in three counties in Southern California. The result from the QCSHAF is compared with the E2SFCA method, a most used method in healthcare accessibility. We discuss the similarity and variation in the accessibility index values between the two methods and highlight the theoretical and practical contributions of the study.
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Social Media and Healthcare Technology, Customer satisfaction, Two-step floating catchment area, Healthcare quality, Social media analysis, Spatial healthcare access
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8 pages
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Related To
Proceedings of the 51st Hawaii International Conference on System Sciences
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Attribution-NonCommercial-NoDerivatives 4.0 International
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