Using sentiment analysis to review patient satisfaction data located on the internet.

Purpose: The purpose of this paper is to test the usefulness of sentiment analysis and time-to-next-complaint methods in quantifying text-based information located on the internet. As important, the authors demonstrate how managers can use time-to-next-complaint techniques to organize sentiment analysis derived data into useful information, which can be shared with doctors and other staff.

Design/methodology/approach: The authors used sentiment analysis to review patient feedback for a select group of gynecologists in Virginia.