Web-Based Clinic Management System with Patient Satisfaction Analysis Using Sentiment Analysis

The adoption of information technology in healthcare has resulted in novel solutions for improving patient care and operational efficiency. This study details the design and implementation of a web-based clinic management system augmented with sentiment analysis to evaluate and enhance patient satisfaction. The system utilizes natural language processing and machine learning to autonomously assess patient feedback, understanding feelings (negative, positive, and neutral) regarding critical aspects such as waiting times, doctor-patient interactions, care efficacy, and overall clinic experience. The system underwent alpha and beta testing, commencing with controlled trials and then involving real-world evaluations with clinic attendants, physicians, and patients. An evaluation conducted in a dermatology clinic revealed the system's effectiveness in detecting service deficiencies and informing enhancements. Thus, this study suggests that the integration of sentiment analysis in clinical management systems enhances data-driven decision-making, hence improving patient experiences and optimizing operations.