Patient Experience and Satisfaction in Online Reviews of Obstetric Care: Observational Study

Seltzer, Emily; Guntuku, Sharath Chandra; Lanza, Amy; Tufts, Christopher; Srinivas, Sindhu K.; Klinger, Elissa V.; Asch, David A.; Fausti, Nick; Ungar, Lyle; Merchant, Raina M.

doi:10.2196/28379

Cited by 5 publications

(3 citation statements)

References 18 publications

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“…We obtained reviews for a total of 38 apps, with 25 apps from the Google Play Store and 13 apps from the Apple Play Store. Consistent with prior works studying user reviews on online platforms [16][17][18], the distribution of ratings follows a bimodal distribution as shown in S1 Fig. ~78% of the reviews are either 1 star or 5 stars.…”

Section: Resultssupporting

confidence: 84%

COVID-19 contact tracing app reviews reveal concerns and motivations around adoption

et al. 2022

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Background Google and Apple’s Exposure Notifications System (ENS) was developed early in the COVID-19 pandemic to complement existing contact tracing efforts while protecting user privacy. An analysis by the Associated Press released in December 2020 estimated approximately 1 in 14 people had downloaded apps in states one was available. In this study, we assessed the motivation and experience of individuals who downloaded ENS apps from the Google Play and Apple App Stores. Methods We collected review text, star rating, and date of rating for all the reviews on ENS apps in the Google Play and Apple App stores. We extracted the relative frequency of single words and phrases from reviews and created an open vocabulary language, with themes categorized by the research team, to study the salient themes around reviews with high (3–5 stars), neutral (3 stars), and negative (1–2 stars) ratings using logistic regression. Results Of 7622 reviews obtained from 26 states between 04/07/2020 to 03/31/2021, 6364 were from Google Play Store, and 1258 were from Apple App Store. We obtained reviews for a total of 38 apps, with 25 apps from the Google Play Store and 13 apps from the Apple Play Store. 78% of the reviews are either 1 star or 5 stars. Positive reviews were driven by ease of use, support for the state government in creating the app, and encouragement for others to download, as well as engage in other COVID-19 precautions. Negative and neutral reviews focused on issues with app functionality (i.e., installation and tracking errors). Conclusions Uptake was the largest barrier to success for ENS apps, but states can use insight from app store reviews to better position themselves if they choose to develop further public health apps.

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Section: Resultssupporting

confidence: 84%

COVID-19 contact tracing app reviews reveal concerns and motivations around adoption

et al. 2022

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“…We have already mentioned various issues on the COVID-19 vaccine perception and hesitancy [7,20,33,66]. Other observations on patients are also important, such as classification of self-harm behaviors in EHRs [94], analysis of unnoticed and unresolved safety incidents in patients [95], analysis of web-based reviews of sanctioned physicians [96], and patient experience and satisfaction in online reviews [97].…”

Section: Patients As Actors Of the Healthcare Processmentioning

confidence: 99%

Year 2022 in Medical Natural Language Processing: Availability of Language Models as a Step in the Democratization of NLP in the Biomedical Area

Grouin,

Grabar

2023

Yearb Med Inform

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Objectives: To analyse the content of publications within the medical Natural Language Processing (NLP) domain in 2022. Methods: Automatic and manual preselection of publications to be reviewed, and selection of the best NLP papers of the year. Analysis of the important issues. Results: Three best papers have been selected. We also propose an analysis of the content of the NLP publications in 2022, stressing on some of the topics. Conclusion: The main trend in 2022 is certainly related to the availability of large language models, especially those based on Transformers, and to their use by non-NLP researchers. This leads to the democratization of the NLP methods. We also observe the renewal of interest to languages other than English, the continuation of research on information extraction and prediction, the massive use of data from social media, and the consideration of needs and interests of patients.

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“…For example, Quinones et al [31] also found that discussions of pain management were present in both positive and negative WPRs of neurosurgeons; top-rated WPRs demonstrated the importance of compassion for levels of patient satisfaction. The study by Seltzer et al [32] on patient experiences in web-based reviews of obstetric care revealed that narratives found in WPRs related to obstetrics provide meaningful information toward the improvement of obstetric care experiences.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

The Use of Web-Based Patient Reviews to Assess Medical Oncologists’ Competency: Mixed Methods Sequential Explanatory Study

Morena¹,

Zelt²,

Nguyen³

et al. 2023

JMIR Form Res

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Background Patients increasingly use web-based evaluation tools to assess their physicians, health care teams, and overall medical experience. Objective This study aimed to evaluate the extent to which the standardized physician competencies of the CanMEDS Framework are present in web-based patient reviews (WPRs) and to identify patients’ perception of important physician qualities in the context of quality cancer care. Methods The WPRs of all university-affiliated medical oncologists in midsized cities with medical schools in the province of Ontario (Canada) were collected. Two reviewers (1 communication studies researcher and 1 health care professional) independently assessed the WPRs according to the CanMEDS Framework and identified common themes. Comment scores were then evaluated to identify κ agreement rates between the reviewers, and a descriptive quantitative analysis of the cohort was completed. Following the quantitative analysis, an inductive thematic analysis was performed. Results This study identified 49 actively practicing university-affiliated medical oncologists in midsized urban areas in Ontario. A total of 473 WPRs reviewing these 49 physicians were identified. Among the CanMEDS competencies, those defining the roles of medical experts, communicators, and professionals were the most prevalent (303/473, 64%; 182/473, 38%; and 129/473, 27%, respectively). Common themes in WPRs include medical skill and knowledge, interpersonal skills, and answering questions (from the patient to the physician). Detailed WPRs tend to include the following elements: experience and connection; discussion and evaluation of the physician’s knowledge, professionalism, interpersonal skills, and punctuality; in positive reviews, the expression of feelings of gratitude and a recommendation; and in negative reviews, discouragement from seeking the physician’s care. Patients’ perception of medical skills is less specific than their perception of interpersonal qualities, although medical skills are the most commented-on element of care in WPRs. Patients’ perception of interpersonal skills (listening, compassion, and overall caring demeanor) and other experiential phenomena, such as feeling rushed during appointments, is often specific and detailed. Details about a physician’s interpersonal skills or “bedside manner” are highly perceived, valued, and shareable in an WPR context. A small number of WPRs reflected a distinction between the value of medical skills and that of interpersonal skills. The authors of these WPRs claimed that for them, a physician’s medical skills and competence are more important than their interpersonal skills. Conclusions CanMEDS roles and competencies that are explicitly patient facing (ie, those directly experienced by patients in their interactions with physicians and through the care that physicians provide) are the most likely to be present and reported on in WPRs. The findings demonstrate the opportunity to learn from WPRs, not simply to discern physicians’ popularity but to grasp what patients may expect from their physicians. In this context, WPRs can represent a method for the measurement and assessment of patient-facing physician competency.

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Patient Experience and Satisfaction in Online Reviews of Obstetric Care: Observational Study

Cited by 5 publications

References 18 publications

COVID-19 contact tracing app reviews reveal concerns and motivations around adoption

COVID-19 contact tracing app reviews reveal concerns and motivations around adoption

Year 2022 in Medical Natural Language Processing: Availability of Language Models as a Step in the Democratization of NLP in the Biomedical Area

The Use of Web-Based Patient Reviews to Assess Medical Oncologists’ Competency: Mixed Methods Sequential Explanatory Study

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