Online Ratings of the Patient Experience: Emergency Departments Versus Urgent Care Centers

Agarwal, Anish K.; Mahoney, Kevin; Lanza, Amy; Klinger, Elissa V.; Asch, David A.; Fausti, Nick; Tufts, Christopher; Ungar, Lyle H.; Merchant, Raina M.

doi:10.1016/j.annemergmed.2018.09.029

Cited by 24 publications

(29 citation statements)

References 27 publications

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“…In this study, we identified unstructured descriptions of patient experience using a method integrating quantitative text mining and qualitative human evaluation. Our method recognizes the role of automated textual data analytics in harnessing information from online reviews, consistent with other recent studies [ 31 - 37 ], although some researchers argued the limitations of text mining because it involves limited supervision by human experts [ 31 ]. To minimize the impact of this lack of human oversight, we incorporated human evaluation procedures into the automated natural language processing effort.…”

Section: Discussionsupporting

confidence: 84%

Assessing Patient Experience and Healthcare Quality of Dental Care Using Patient Online Reviews in the United States: Mixed Methods Study

Lin¹,

Hong²,

Henson³

et al. 2020

J Med Internet Res

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Background Over the last two decades, patient review websites have emerged as an essential online platform for doctor ratings and reviews. Recent studies suggested the significance of such websites as a data source for patients to choose doctors for healthcare providers to learn and improve from patient feedback and to foster a culture of trust and transparency between patients and healthcare providers. However, as compared to other medical specialties, studies of online patient reviews that focus on dentists in the United States remain absent. Objective This study sought to understand to what extent online patient reviews can provide performance feedbacks that reflect dental care quality and patient experience. Methods Using mixed informatics methods incorporating statistics, natural language processing, and domain expert evaluation, we analyzed the online patient reviews of 204,751 dentists extracted from HealthGrades with two specific aims. First, we examined the associations between patient ratings and a variety of dentist characteristics. Second, we identified topics from patient reviews that can be mapped to the national assessment of dental patient experience measured by the Patient Experience Measures from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Dental Plan Survey. Results Higher ratings were associated with female dentists (t71881=2.45, P<.01, g=0.01), dentists at a younger age (F7, 107128=246.97, P<.001, g=0.11), and those whose patients experienced a short wait time (F4, 150055=10417.77, P<0.001, g=0.18). We also identified several topics that corresponded to CAHPS measures, including discomfort (eg, painful/painless root canal or deep cleaning), and ethics (eg, high-pressure sales, and unnecessary dental work). Conclusions These findings suggest that online patient reviews could be used as a data source for understanding the patient experience and healthcare quality in dentistry.

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Section: Discussionsupporting

confidence: 84%

Assessing Patient Experience and Healthcare Quality of Dental Care Using Patient Online Reviews in the United States: Mixed Methods Study

Lin¹,

Hong²,

Henson³

et al. 2020

J Med Internet Res

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“…Out of the 63 studies, 17 (17/63, 27%) reported PORs of HCOs, including hospitals, urgent care centers (emergency departments), and nursing homes [27,32,34,39,40,44,47-53,87,88], and 55 (55/63, 87.3%) were focused on clinicians. Of the 55 studies that reported PORs of clinicians, 14 (14/55, 25.5%) included multi-type physicians (general practitioners and specialists), 2 (2/55, 3.6%) were focused on general practitioners [33,54,55], 1 (1/55, 1.8%) reported physical therapists [88], 2 (2/55, 3.6%) reported dentists [30,88], and the remaining 36 (36/55, 70.6%) were focused on specialists, including surgeons, dermatologists, urologists, Ob/Gyns.…”

Section: Resultsmentioning

confidence: 99%

“…Recent studies have applied more advanced techniques such as natural language processing (NLP). For example, topic models, such as Latent Dirichlet Allocation, have been used as an efficient tool to automatically cluster POR comments by topics [35,36,38,50,87]. The use of such advanced analytical methods enabled content analysis of hundreds of thousands of narrative comments.…”

Section: Resultsmentioning

confidence: 99%

What Do Patients Say About Doctors Online? A Systematic Review of Studies on Patient Online Reviews

Hong¹,

Liang²,

Radcliff³

et al. 2019

J Med Internet Res

100

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Background The number of patient online reviews (PORs) has grown significantly, and PORs have played an increasingly important role in patients’ choice of health care providers. Objective The objective of our study was to systematically review studies on PORs, summarize the major findings and study characteristics, identify literature gaps, and make recommendations for future research. Methods A major database search was completed in January 2019. Studies were included if they (1) focused on PORs of physicians and hospitals, (2) reported qualitative or quantitative results from analysis of PORs, and (3) peer-reviewed empirical studies. Study characteristics and major findings were synthesized using predesigned tables. Results A total of 63 studies (69 articles) that met the above criteria were included in the review. Most studies (n=48) were conducted in the United States, including Puerto Rico, and the remaining were from Europe, Australia, and China. Earlier studies (published before 2010) used content analysis with small sample sizes; more recent studies retrieved and analyzed larger datasets using machine learning technologies. The number of PORs ranged from fewer than 200 to over 700,000. About 90% of the studies were focused on clinicians, typically specialists such as surgeons; 27% covered health care organizations, typically hospitals; and some studied both. A majority of PORs were positive and patients’ comments on their providers were favorable. Although most studies were descriptive, some compared PORs with traditional surveys of patient experience and found a high degree of correlation and some compared PORs with clinical outcomes but found a low level of correlation. Conclusions PORs contain valuable information that can generate insights into quality of care and patient-provider relationship, but it has not been systematically used for studies of health care quality. With the advancement of machine learning and data analysis tools, we anticipate more research on PORs based on testable hypotheses and rigorous analytic methods. Trial Registration International Prospective Register of Systematic Reviews (PROSPERO) CRD42018085057; https://www.crd.york.ac.uk/PROSPERO/display_record.php?RecordID=85057 (Archived by WebCite at http://www.webcitation.org/76ddvTZ1C)

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“…The themes associated with positive and negative experiences can supplement information from other sources to create a more holistic view of factors that are important to patients and their families. Several other studies of online review data have identified similar factors as associated with positive (good staff behaviors, compassion) and negative experiences (wait time, poor communication, poor accommodations) [4][5][6][7][8][9] ; the endurance of these findings across settings highlights systemic issues around the design and provision of healthcare services. The discrepancy between themes identified in online reviews and information in the NSSATS is not surprising, however, since NSSATS and review sites have different objectives.…”

mentioning

confidence: 82%

“…Insights from these data may be able to shed additional light on what is important to the patient experience. Studies of themes emerging from online reviews of hospital, [4][5][6] emergency department, 7 urgent care, 7 pharmacy, 8 and nursing home 9 settings have been conducted, but not much is known about the content of online reviews for substance use treatment facilities.…”

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confidence: 99%

Rate Your Addiction Treatment Facility: Exploring the Quality Chasm Online

Chen

Fiellin

2020

J GEN INTERN MED

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Online Ratings of the Patient Experience: Emergency Departments Versus Urgent Care Centers

Cited by 24 publications

References 27 publications

Assessing Patient Experience and Healthcare Quality of Dental Care Using Patient Online Reviews in the United States: Mixed Methods Study

Assessing Patient Experience and Healthcare Quality of Dental Care Using Patient Online Reviews in the United States: Mixed Methods Study

What Do Patients Say About Doctors Online? A Systematic Review of Studies on Patient Online Reviews

Rate Your Addiction Treatment Facility: Exploring the Quality Chasm Online

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