Reporting of Discrimination by Health Care Consumers Through Online Consumer Reviews

Tong, Jason; Akpek, Eda; Naik, Anusha; Sharma, Medha; Boateng, Danielle; Andy, Anietie; Merchant, Raina M.; Kelz, Rachel R.

doi:10.1001/jamanetworkopen.2022.0715

Cited by 7 publications

(1 citation statement)

References 47 publications

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“…Before we proceed to answer that question, here’s one more example of a doctor communicating in a regrettable manner. Online healthcare consumer reviews are a suggested source for reporting of discrimination, 3 and I recently read the reviews for a critical care physician who is also trained in ethics and a member of a hospital ethics committee. Multiple families gave him one-star reviews (the worst possible rating option) for their conversations with him as their family members neared death in the intensive care unit (ICU).…”

Section: Introductionmentioning

confidence: 99%

Why did he say that? Teaching physicians-in-training how to recognize hidden emotions in end-of-life prognosis conversations: an autoethnography

Stonestreet¹

2022

MedEdPublish

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Background: This article begins with two unconscionable end-of-life prognosis-related quotes from best-selling physician-author, Atul Gawande, and an unnamed doctor, asking: “Why did he say that?” The article then proceeds to answer this question by showing how physicians’ most common end-of-life communication blunders are rooted in their unexplored emotions. Healthcare’s only widespread communication training focused on examining the role of hidden emotions in influencing the flow of conversation is found in Spiritual Care’s “Verbatim” education modules. While the need for physicians’ emotional self-awareness for improved end-of-life communication has been identified in the literature, no one has explored how this need might be met by custom-tailoring Spiritual Care’s “Verbatim” education modules for physicians-in-training. Methods: This article utilizes the qualitative research method of autoethnography to grant physicians access to the content and power of Spiritual Care’s “Verbatim” education modules for identifying hidden emotions in clinical communication. Results: Using a profound personal example from the author’s firsthand experience of the suggested training tool, the “Verbatim” module is shown to grant revelatory self-knowledge and invaluable emotional intelligence. The same model then illuminates the physician cases. Conclusion: Spiritual Care’s “Verbatim” education modules address universal issues of clinical communication and emotional self-awareness that are applicable to physician-patient/family conversations surrounding end-of-life decision-making. Customizing these communication modules for physicians-in-training may help to address physicians’ emotionally-triggered conversational miscues in end-of-life prognosis communication. Existing programs for complementary end-of-life communication training are noted, and it is claimed that a combination of each of these models, together with the proposed module, may be ideal. It is also admitted that no form of education or training can ensure ethical communication. Therefore the ultimate solution is to supplement communication training with real-time, third-party support and accountability. This can be achieved by the "Doctor Body Cam" intervention protocol, introduced here: https://aquila.usm.edu/ojhe/vol17/iss1/7/.

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Section: Introductionmentioning

confidence: 99%

Why did he say that? Teaching physicians-in-training how to recognize hidden emotions in end-of-life prognosis conversations: an autoethnography

Stonestreet¹

2022

MedEdPublish

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Discriminatory Healthcare Experiences and Medical Mistrust in Patients With Serious Illness

Brown,

Jackson,

Marshall

et al. 2024

Journal of Pain and Symptom Management

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Google star ratings of Canadian hospitals: a nationwide cross-sectional analysis

Tse,

Dhalla,

Nayyar

2024

BMJ Open Qual

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BackgroundData on patients’ self-reported hospital experience can help guide quality improvement. Traditional patient survey programmes are resource intensive, and results are not always publicly accessible. Unsolicited online hospital reviews are an alternative data source; however, the nature of online reviews for Canadian hospitals is unknown.MethodsWe conducted a nationwide cross-sectional study of Canadian acute care hospitals with more than 10 Google Reviews during the 2018–2019 fiscal year. We characterised the volume and distribution of Google Reviews of Canadian hospitals, and assessed their correlation with hospital characteristics (teaching status, size, occupancy rate, length of stay, resource utilisation) and Canadian Patient Experience Survey on Inpatient Care (CPES-IC) scores.Results167 out of 523 (31.9%) acute care hospitals in Canada met the inclusion criteria. Among included hospitals, there was a total of 10 395 Google Reviews and a median of 35 reviews per hospital. The mean Google Star Rating for included hospitals was 2.85 out of 5, with a range of 1.36–4.57. Teaching hospitals had significantly higher mean Google Star Ratings compared with non-teaching hospitals (3.16 vs 2.81, p <0.01). There was a weak, positive correlation between hospitals’ Google Star Ratings and CPES-IC ‘Overall Hospital Experience’ scores (p =0.04), but no significant correlation between Google Star Ratings and other hospital characteristics or subcategories of CPES-IC scores.InterpretationThere is significant interhospital variation in patients’ self-reported care experiences at Canadian acute care hospitals. Online reviews can serve as a readily accessible source of real-time data for hospitals to monitor and improve the patient experience.

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Reporting of Discrimination by Health Care Consumers Through Online Consumer Reviews

Cited by 7 publications

References 47 publications

Why did he say that? Teaching physicians-in-training how to recognize hidden emotions in end-of-life prognosis conversations: an autoethnography

Why did he say that? Teaching physicians-in-training how to recognize hidden emotions in end-of-life prognosis conversations: an autoethnography

Discriminatory Healthcare Experiences and Medical Mistrust in Patients With Serious Illness

Google star ratings of Canadian hospitals: a nationwide cross-sectional analysis

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