Online reviews have become a significant factor in decision-making for many consumers, including those seeking healthcare services. A recent study conducted by researchers at the Perelman School of Medicine at the University of Pennsylvania has shed light on how simple words used in online reviews can provide valuable insights into patients’ experiences at healthcare facilities.
The study, published in JAMA Network Open, analyzed over a million Yelp reviews spanning seven years, covering nearly 139,000 healthcare facilities across the United States. By utilizing a data analysis tool called the Differential Language Analysis ToolKit (DLATK), the researchers identified specific words and themes that were associated with positive and negative reviews.
One of the key findings of the study was that negative reviews often focused on communication and administrative issues, with words like “not,” “told,” “said,” “call,” and “asked” being strongly correlated to negative experiences. On the other hand, positive reviews highlighted reassuring and gratifying interactions with clinicians and staff, emphasizing words like “and,” “great,” “friendly,” “helpful,” and “kind.”
The researchers noted that online reviews could serve as a valuable resource for healthcare providers to gain real-time insights into patient sentiments and make immediate improvements to enhance the patient experience. By incorporating data from online reviews into tools that are easily accessible to healthcare systems and providers, they believe that meaningful changes can be implemented to create more positive experiences for patients.
Despite a decline in healthcare reviews during the COVID-19 pandemic, the researchers remain optimistic about the potential for improvement in patient care. They are particularly interested in understanding how specific facility characteristics, such as size, ownership, or patient volume, may influence patient sentiment and communication challenges.
Moving forward, the researchers aim to identify healthcare facilities that consistently receive high ratings and provide exceptional care. By studying and learning from these top-performing facilities, they hope to drive positive changes across the healthcare industry and elevate the standard of care for all patients.
In conclusion, the study highlights the importance of paying attention to the words used in online reviews to gain valuable insights into patient experiences and improve the quality of healthcare services. By leveraging this untapped resource, healthcare providers can enhance patient satisfaction and ultimately deliver better outcomes for those under their care.
