Risk Management of Negative Online Public Opinion in a Tertiary Hospital Based on the Kaiser Model.

IF 2 4区 医学 Q3 PUBLIC, ENVIRONMENTAL & OCCUPATIONAL HEALTH American journal of health behavior Pub Date : 2023-02-28 DOI:10.5993/AJHB.47.1.17
Jie Xiong, Gouri A Domnic Jacob, Jian Gong Xiong
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引用次数: 1

Abstract

Objectives: In this study, we analyzed negative online public opinion in tertiary hospitals and evaluated corresponding risk by applying the Kaiser Model. Methods: Through data and expert group discussion, combined with the hospital's actual negative online public opinion management, we determined the opinions posing higher risk. The hospital's risk questionnaire for negative opinion was designed based on the Kaiser Model. The whole hospital staff was then trained and investigated. An Excel worksheet was used for statistical analysis and risk calculation.Results: According to the ranking of risk value, the top 5 negative online public opinions were drug supply and demand, in-hospital parking, handling of public health emergencies, the service attitude of hospital guidance staff, and interpretation of medical insurance policies. Conclusion: The hospital needs to revise and improve the emergency response plan for negative online public opinion based on the analysis results and reports of opinion risks. This is helpful for strengthening hospital-level emergency training, improving the hospital's ability to manage negative opinion risks, and promoting the hospital to become passive about negative online public opinion.

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基于Kaiser模型的某三级医院网络负面舆情风险管理
目的:本研究运用Kaiser模型对三级医院网络负面舆情进行分析,并对其风险进行评估。方法:通过数据收集和专家小组讨论,结合医院网络负面舆情管理的实际情况,确定风险较高的舆情。医院的负面意见风险问卷是基于Kaiser模型设计的。然后对医院全体工作人员进行了培训和调查。采用Excel工作表进行统计分析和风险计算。结果:根据风险值排序,负面网络舆情排名前5位的分别是药品供求、院内停车、突发公共卫生事件处理、医院指导人员的服务态度、医疗保险政策解读。结论:医院需要根据分析结果和舆情风险报告,修改完善网络负面舆情应急预案。这有利于加强医院层面的应急培训,提高医院管理负面舆论风险的能力,促进医院对网络负面舆论的被动化。
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来源期刊
American journal of health behavior
American journal of health behavior PUBLIC, ENVIRONMENTAL & OCCUPATIONAL HEALTH-
CiteScore
3.30
自引率
0.00%
发文量
82
期刊介绍: The Journal seeks to improve the quality of life through multidisciplinary health efforts in fostering a better understanding of the multidimensional nature of both individuals and social systems as they relate to health behaviors.
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