Table 2

Codebook of tweet classification including frequency of occurrence and sentiment (from 1000 random tweets)

ThemeSubthemesPercentage of Tweets containing themePercentage of positive sentimentPercentage of negative sentimentExample Tweet
Care qualityPatient experience
 Staff interaction5.58117Home from [@named hospital] after a weeks stay…we feel blessed to have been cared for by such an amazing team. Thank you [named ward] x’
 Environment/facilities1.16436[@named hospital] Your a&e department is absolutely filthy it makes the hospital visit even more unpleasant. #unsatisfactory
 Timeliness/access1.44343[@named hospital] where the waiting time is ridiculous waited 3hr yesterday, 3lots of bloods took, 2hrs so far today for a blood test again!
Effective care2.96931[@named hospital] my nan is on [named ward]. I'm appalled at the care! I'm a nurse and would never treat my patients like that. The CQC will enjoy my complaint
Safe care0.40100#tweetsfromhospbed [@named hospital] I think I'll have to report him, needs more training on drugs before serious mistake hate to do it though
FundraisingGeneral29.1530Laughterhouse comedy night in aid of [@named hospital] 8 acts for an amazing cause! [weblink] RT pls
Celebrity9.6584RT [Boyband member]: Guys!! I'm using my bday to raise money for [@namedhospital}! Give a gift and donate to help cancer patients here http …
PromotionIndividual2.3530Was a privilege to be exec champion for the excellence in customer care award at last night's [@named hospital] staff awards. Early night tonight!
Organisational6.5502Such a fabulous night recognising all the hard work and dedication that goes on at [@named hospital] hospital!
Health informationGiving3.433Patients—don't be afraid to remind staff [@named hospital] of the #5Moments for hand hygiene—[weblink]
Asking0.92222[@named hospital] how much do you think dairy products are a contributory factor towards asthma’
Organisational information7.11411Over 30 local organisations join up to give views on draft Joint Health and Wellbeing Strategy [@named hospital]
Support for patient10.5613This Tuesday back [@named hospital] for [named patient]'s Cath. We should find out if he has pulmonary hypertension. If so, hopefully stent can help…
Non-specific or other content20.8326[@named hospital] good luck :]