Quality and Customer Satisfaction Health Accessibility Framework using Social Media Platform

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.