title: Yelp Reviews Of Hospital Care Can Supplement And Inform Traditional Surveys Of The Patient Experience Of Care.
abstract: Little is known about how real-time online rating platforms such as Yelp may complement the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey, which is the US standard for evaluating patients' experiences after hospitalization. We compared the content of Yelp narrative reviews of hospitals to the topics in the HCAHPS survey, called domains in HCAHPS terminology. While the domains included in Yelp reviews covered the majority of HCAHPS domains, Yelp reviews covered an additional twelve domains not found in HCAHPS. The majority of Yelp topics that most strongly correlate with positive or negative reviews are not measured or reported by HCAHPS. The large collection of patient- and caregiver-centered experiences found on Yelp can be analyzed with natural language processing methods, identifying for policy makers the measures of hospital quality that matter most to patients and caregivers. The Yelp measures and analysis can also provide actionable feedback for hospitals.
authors.affiliation: Benjamin L. Ranard is a doctor of medicine and master of science in health policy research combined-degree student at the Perelman School of Medicine, University of Pennsylvania, in Philadelphia.
authors.forename: Benjamin L
authors.initials: BL
authors.lastname: Ranard
authors.affiliation: Rachel M. Werner is a core investigator at the Center for Health Equity Research and Promotion and an associate professor of medicine at the Perelman School of Medicine, University of Pennsylvania.
authors.forename: Rachel M
authors.initials: RM
authors.lastname: Werner
authors.affiliation: Tadas Antanavicius is an undergraduate student at the University of Pennsylvania.
authors.forename: Tadas
authors.initials: T
authors.lastname: Antanavicius
authors.affiliation: H. Andrew Schwartz is an assistant professor in the Department of Computer Science at Stony Brook University, in Stony Brook, New York.
authors.forename: H Andrew
authors.initials: HA
authors.lastname: Schwartz
authors.affiliation: Robert J. Smith is a doctor of medicine student at the Perelman School of Medicine, University of Pennsylvania.
authors.forename: Robert J
authors.initials: RJ
authors.lastname: Smith
authors.affiliation: Zachary F. Meisel is an assistant professor in emergency medicine at the Hospital of the University of Pennsylvania, in Philadelphia.
authors.forename: Zachary F
authors.initials: ZF
authors.lastname: Meisel
authors.affiliation: David A. Asch is executive director of the Center for Health Care Innovation and a professor in the Wharton School and the Perelman School of Medicine, all at the University of Pennsylvania, and a physician in the Center for Health Equity Research and Promotion, Philadelphia Veterans Affairs Medical Center.
authors.forename: David A
authors.initials: DA
authors.lastname: Asch
authors.affiliation: Lyle H. Ungar is a professor in the Department of Computer and Information Science at the University of Pennsylvania.
authors.forename: Lyle H
authors.initials: LH
authors.lastname: Ungar
authors.affiliation: Raina M. Merchant (Raina.merchant@uphs.upenn.edu) is director of the Penn Social Media and Health Innovation Lab and an assistant professor in emergency medicine at the University of Pennsylvania.
authors.forename: Raina M
authors.initials: RM
authors.lastname: Merchant
mesh_terms: D005260:Female; D019538:Health Care Surveys / Q000379:methods; D006760:Hospitalization / Q000706:statistics & numerical data; D006761:Hospitals / Q000592:standards* / Q000639:trends; D006801:Humans; D020407:Internet / Q000706:statistics & numerical data; D008297:Male; D017063:Outcome Assessment, Health Care; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D018802:Patient-Centered Care / Q000592:standards* / Q000639:trends; D019984:Quality Indicators, Health Care; D012984:Software; D014481:United States
keywords: Consumer Issues; Hospitals; Personal Experience (-Narrative Matters-); Quality Of Care; Research And Technology