Topic / Sentiment analysis definitions

Every text comment is first split into “tokens”.

<aside>💡 Tokens are coherent chunks based on natural breaks such as punctuation, conjunctions, shifts in topics or themes, and context clues.

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Each token is then categorized into predefined topics (list below) and accompanied with a sentiment tag. A token sentiment can be one of the following:

  • very negative
  • negative
  • neutral
  • positive
  • very positive.

Topics and definitions:

  1. Access to care: Availability, accessibility and ease of obtaining services, including range, geographical reach, affordability, and special needs accommodation.
  2. Access to information: General information, such as availability and clarity of information regarding clinic services, policies. Also includes medical records, ease of accessing and managing personal health records and test results (timeliness and clarity in communicating).
  3. Administrative staff / reception staff: Comments related to experience with administrative staff on-site. Professionalism, friendliness, and efficiency in handling patient queries, scheduling, and paperwork.
  4. Appointment punctuality / duration: This includes waiting time for appointment, Appointment Punctuality: Adherence to scheduled times. Appointment Duration: Adequacy of consultation time.
  5. Appointment booking / scheduling process: Ease of reaching the clinic to make an appointment, the flexibility of available slots, and the clarity and accessibility of information related to booking and managing appointments. Contact with the clinics through channels like phone, email etc.
  6. Comfort: Physical comfort within the clinic, including seating, room temperature, and environment.
  7. Communication: Includes any aspects of communication not covered by other categories.
  8. Facilities: Quality, cleanliness, and maintenance of the clinic’s physical infrastructure, including parking, waiting rooms and examination rooms.
  9. Nurses / other medical staff: Mentions of practitioners, nurses and other medical staff.
  10. Overall experience: General satisfaction with the clinic visit. Also includes comments in the domain referring to “everything, all okay, great”, etc.
  11. Other: Feedback that does not fit into predefined categories or Overall experience.
  12. Physician / Doctor: Satisfaction with the doctor’s care, expertise, and manner, including aspects of communication with the doctor such as clarity, empathy, and involvement.
  13. Post-treatment follow-up: Quality and effectiveness of follow-up care.
  14. Pricing and billing: Clarity, transparency, and accuracy of billing and pricing.
  15. Privacy: Measures to ensure confidentiality and privacy of patient information.
  16. Quality of care: Overall standard of medical care provided.
  17. Treatment and outcomes: Medical procedures provided, and the results and effectiveness of medical treatments. Includes effectiveness of methods and treatments to manage pain.

Example comment with categorization and sentiment analysis:

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