Online Reviews of Mental Health Treatment Facilities: Narrative Themes Associated With Positive and Negative Ratings

The Nature and Availability of Mental Health Services in Arab Gulf Countries: A Scoping Review

“…In addition, this review found that mental health services were generally reported to be available, but perceived as negative and dissatisfying by service user patients in one mental health hospital in Saudi Arabia [38]. Similar findings have been reported in USA indicating that negative online evaluations of mental healthcare facilities which explicitly mentioned rudeness among ancillary staff [54].…”

Association Between Crowdsourced Health Care Facility Ratings and Mortality in US Counties

“…15 Yelp, an online review platform, has been used to evaluate these and other services, with the added advantage of including both ratings and narrative descriptions of patients' care experiences. 7,9,10,13 Studies of patient reviews of health care facilities on this platform have reported consistency between CMS patient survey findings and qualitative and quantitative findings from crowdsourced reviews (when such comparisons have been possible). 7,8,16 Crowdsourced online ratings have also been associated with facility-level health outcomes; facilities with a greater percentage of high ratings in the online reviews or CMS surveys had lower mortality associated with pneumonia and myocardial infarction and lower readmission rates for pneumonia, myocardial infarction, and heart failure.…”

“…Crowdsourced online review sites can provide insight into patient experiences with local health care facilities and practitioners and cover a broader range of life-prolonging medical services compared with patient surveys conducted by the Centers for Medicare & Medicaid Services (CMS). 7 , 8 , 9 , 10 , 11 , 12 , 13 The CMS survey provides patients with the opportunity to rate hospitals, home health care services, and dialysis facilities but excludes other services providing life-prolonging care. 14 The 2010 Affordable Care Act (ACA) identified 10 essential health benefits extending beyond those services covered by CMS patient surveys and including, for instance, ambulatory services and mental health and substance use disorder services.…”

“…Crowdsourced online review sites can provide insight into patient experiences with local health care facilities and practitioners and cover a broader range of life-prolonging medical services compared with patient surveys conducted by the Centers for Medicare & Medicaid Services (CMS) . The CMS survey provides patients with the opportunity to rate hospitals, home health care services, and dialysis facilities but excludes other services providing life-prolonging care .…”

“…The 2010 Affordable Care Act (ACA) identified 10 essential health benefits extending beyond those services covered by CMS patient surveys and including, for instance, ambulatory services and mental health and substance use disorder services . Yelp, an online review platform, has been used to evaluate these and other services, with the added advantage of including both ratings and narrative descriptions of patients’ care experiences . Studies of patient reviews of health care facilities on this platform have reported consistency between CMS patient survey findings and qualitative and quantitative findings from crowdsourced reviews (when such comparisons have been possible) .…”