Mining Patterns of Temporal Factors Affecting Patient Experience

This research-in-progress study explores how temporality shapes patient experiences in healthcare by applying computational text analytics methods to analyse 7254 patient comments from the 2019 National Inpatient Experience Programme in Ireland. By extracting temporal themes and service-related issues from the comments, this research reveals how time-related factors influence patient satisfaction and service quality. The identified themes and issues will be mapped to the SERVQUAL framework, enriching its dimensions with temporal elements and enabling new service quality insights. This study offers a novel approach to enhancing existing service quality frameworks by integrating richer temporal constructs. This lays a foundation for further research and practical applications in healthcare and beyond.