What words in online reviews tell us about hospital visits
Online reviews have become a crucial source of information for consumers in various industries, including healthcare. A recent study conducted by the Perelman School of Medicine at the University of Pennsylvania sheds light on how specific words used in online reviews can provide valuable insights into patients’ experiences at healthcare facilities.
The research, published in JAMA Network Open, analyzed over a million Yelp reviews of nearly 139,000 healthcare facilities across the United States from 2017 to 2023. By using the Differential Language Analysis ToolKit (DLATK), the study team identified common themes and correlations in both positive and negative reviews.
The findings revealed that the most prevalent theme in negative reviews centered around communication and administrative issues, while positive reviews highlighted reassuring and gratifying interactions with clinicians and staff. Words like “not,” “told,” “said,” “call,” and “asked” were strongly associated with negative reviews, indicating dissatisfaction with communication and treatment.
On the other hand, positive reviews often included terms like “and” and “great,” emphasizing positive interactions with friendly and helpful staff. The ability of healthcare providers to alleviate patients’ anxiety was also a significant factor in positive reviews, with terms like “friendly,” “helpful,” and “kind” being commonly used.
The study team believes that integrating real-time data from online reviews into healthcare systems can lead to more immediate improvements in patient experiences. Despite a decline in healthcare reviews during the COVID-19 pandemic, the researchers see an opportunity to address systemic issues and enhance care delivery.
Moving forward, the researchers aim to explore how facility characteristics such as size, ownership, and patient volume influence patient sentiment and communication challenges. By learning from healthcare facilities that consistently receive high ratings, they hope to drive continuous improvement in care quality and patient satisfaction.
Overall, this study highlights the potential of online reviews as a valuable tool for understanding patient experiences and guiding improvements in healthcare delivery. By leveraging insights from online feedback, healthcare providers can enhance communication, address common concerns, and create more positive experiences for patients.
