Web-Based Clinic Management System with Patient Satisfaction Analysis Using Sentiment Analysis
2025 16th International Conference on E-Education, E-Business, E-Management and E-Learning (IC4e)
(2025), pp. 258-263
Joselito Eduard E. Goh
a
,
Marie Luvett I. Goh
b
,
Lalaine P. Abad
c
,
Ma. Corazon F. Raguro
d
,
Tim Jamison S. Awat
e
,
Katrina Cyndee Marqueses
f
a Information Systems Program, De La Salle-College of Saint Benilde, Manila, Philippines
b Academic Domain, Marikina Polytechnic College, Marikina, Philippines
c Information Technology Department, National University, Manila, Philippines
d ICT Department, Soka International School, Negeri Sembilan, Malaysia
e Information Technology FEU Diliman, Quezon City, Philippines
f Cybersecurity DXC Technology, Taguig City, Philippines
Abstract: 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.