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, the U.S. standard for evaluating patient experiences after hospitalization. We compared the content of Yelp narrative reviews of hospitals to the domains covered by HCAHPS. While the domains included in Yelp reviews covered the majority of HCAHPS domains, Yelp reviews covered an additional twelve domains not reflected in HCAHPS. The majority of Yelp topics most strongly correlated with positive or negative reviews are not measured or reported by HCAHPS. Yelp provides a large collection of patient and caregiver-centered experiences that can be analyzed with natural language processing methods to identify for policy makers what measures of hospital quality matter most to patients and caregivers while also providing actionable feedback for hospitals.

Are Facebook user ratings associated with hospital cost, quality and patient satisfaction? A cross-sectional analysis of hospitals in New York State

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Predictive Analytics Using Text Classification for Restaurant Inspections

“…There are works [2,15] that consider online reviews evaluating hospital care quality. An adaptive and real-time system called "nEmesis" [16,17] aimed at the prevention of foodborne illnesses, using weighted SVM language model on data collected from Twitter.…”

Creating an Acute Care Inventory

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