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Home / American Journal of Health Behavior, Volume 47, Number 1

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

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Authors: Xiong, Jie 1 ; Domnic Jacob, Gouri A. 2 ; Xiong, Jian Gong 3 ; 

Source: American Journal of Health Behavior, Volume 47, Number 1, February 2023, pp. 165-172(8)

Publisher: PNG Publications and Scientific Research Limited

DOI: https://doi.org/10.5993/AJHB.47.1.17

This article is Open Access under the terms of the Creative Commons CC BY-NC-ND licence.

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.

Keywords: EMERGENCY RESPONSE; KAISER MODEL; NEGATIVE ONLINE PUBLIC OPINION; RISK MANAGEMENT

Document Type: Research Article

Affiliations: 1: Department of Postgraduate and Professional Studies, Faculty of Business and Management, Universiti Teknologi MARA, 40450 Shah Alam, Selangor Darul Ehsan, Malaysia;, Email: [email protected] 2: Department of International Business & Management Studies, Faculty of Business and Management, UiTM Cawangan Selangor,42300 Puncak Alam, Selangor Darul Ehsan, Malaysia 3: General Hospital of Ningxia Medical University, Ningxia 750004, China;, Email: [email protected]

Publication date: February 1, 2023

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  • The American Journal of Health Behavior 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.

    The Journal aims to provide a comprehensive understanding of the impact of personal attributes, personality characteristics, behavior patterns, social structure, and processes on health maintenance, health restoration, and health improvement; to disseminate knowledge of holistic, multidisciplinary approaches to designing and implementing effective health programs; and to showcase health behavior analysis skills that have been proven to affect health improvement and recovery.

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