A large volume of patients’ opinions—as online doctor reviews (ODRs)—are available online in order to access, analyze, and improve patients’ perceptions about the quality of care; however, this development needs to be explored further. Drawing on the two-factor theory, this paper aims to mine ODRs to explore the different determinants of patient satisfaction (PS) and patient dissatisfaction (PD) toward the United Kingdom healthcare services. This study collects reviews from a publicly available medical website Iwantgreatcare.org from January 2014 to December 2018, followed by the text mining method based on combining SentiNet and LDA to disclose the semantics of patients’ healthcare experiences. The proposed method found latent topics across the high-risk and low-risk disease category that revealed new insights into what patients value when consulting a physician and what they dislike. For high-risk and low-risk diseases, the determinants of PS were more specific to the hospital business process (hospital environment, location, hospital cafeteria servicescape, parking availability, and medical process, etc.) and doctor-related aspects (physician knowledge, competence, and attitudes, etc.). In contrast, patients’ concerns were most commonly related to their treatment experience and staff bedside manners for both disease categories. Finally, the classification results revealed that the proposed model, which analyzes patient opinion toward different aspects of care, outperformed other state-of-the-art models, with the highest classification F₁-score of 88%. The study findings provide a clue for doctors, hospitals, and government officials to enhance PS and minimize PD by addressing their needs and improve the quality of care across different types of diseases, particularly in the current pandemic era of COVID-19.

在线访问大量的患者意见（如在线医生评论（ODR）），以访问，分析和改善患者对护理质量的看法；但是，这种发展需要进一步探索。本文基于两因素理论，旨在挖掘ODR，以探讨患者对英国医疗保健服务的满意度（PS）和患者不满意（PD）的不同决定因素。这项研究从可公开访问的医疗网站Iwantgreatcare.org收集评论从2014年1月到2018年12月，其次是基于SentiNet和LDA结合的文本挖掘方法，以揭示患者医疗经历的语义。所提出的方法在高风险和低风险疾病类别中发现了潜在的话题，这些话题揭示了新的见解，使患者在咨询医生时看重什么，不喜欢什么。对于高风险和低风险疾病，PS的决定因素更特定于医院业务流程（医院环境，位置，医院食堂服务场所，停车位和医疗流程等）以及与医生有关的方面（医师知识） ，能力和态度等）。相反，对于这两种疾病，患者的担忧与他们的治疗经验和工作人员的床位态度最为相关。最后，₁分的88％。该研究结果为医生，医院和政府官员提供了一条线索，可通过解决他们的需求并提高跨不同类型疾病的护理质量来提高PS并使PD最小化，尤其是在当前大流行COVID-19时代。