Aspect-Based Opinion Mining of Patient Experiences in Indian Hospitals: Impact of Healthcare Aspects on Ratings and Customer Experience

Using Aspect Based Opinion Mining (ABOM), this study investigates the patient experience in Indian hospitals. It does this by extracting aspects and their descriptions derived from review texts shared by patients and their family members, analyzing the correlation between positive and negative descriptions of each aspect and the overall rating, and determining which aspects of a hospital influence ratings and, consequently, the customer experience, as well as the degree to which they influence the consumer experience. The results show that, with a correlation value of 0.99, evaluations that positively praised the doctors had the strongest link with their rating. Positive descriptions of the following additional criteria had a substantial correlation with the rating: treatment, behavior, facilities, staff, and services (correlation values: 0.93, 0.88, 0.85, 0.84, and 0.71, respectively). The results show that the positive review ratings were mostly influenced by patients' opinions of the doctors. Positive reviews and a positive customer experience are also highly impacted by how the staff, facilities, services, and treatment are perceived. Negative consumer experiences are significantly influenced by how consumers view doctors. Staff, employee conduct, and services are other factors that greatly contribute to unfavorable ratings due to their negative perception.