Analyzing Language in Online Hospital Reviews: Insights into Patient Experiences

Recent research indicates that the language used by patients in online reviews can significantly help healthcare providers understand patient experiences. A study conducted by the Perelman School of Medicine at the University of Pennsylvania found that specific words and phrases in reviews correlate with either positive or negative sentiments regarding hospital visits.

The findings, published in JAMA Network Open, reveal that common themes in negative reviews frequently center around communication issues and administrative hurdles. In contrast, positive reviews typically highlight affirming interactions with healthcare professionals.

Given the increasing reliance on online reviews for making informed decisions about healthcare, the researchers argue that these platforms are valuable resources for gauging patient sentiment. According to the study, traditional methods for assessing patient experiences often lag behind actual encounters, making real-time data from online reviews a potential tool for immediate improvements in patient care.

To arrive at these conclusions, the research team analyzed over one million Yelp reviews from nearly 139,000 healthcare facilities across the United States, spanning a seven-year period from 2017 to 2023. Utilizing a data analysis tool known as the Differential Language Analysis ToolKit (DLATK), the researchers focused on identifying terms associated with both low (1-2 stars) and high (4-5 stars) ratings.

Analysis revealed that approximately 46% of the reviews were rated 1 or 2 stars. The presence of the word 'not' in these reviews was strongly correlated with negative experiences, with issues related to payment and perceived inadequate treatment being significant contributors to dissatisfaction. Communication-related terms such as 'told,' 'said,' 'call,' and 'asked' were frequently linked to unfavorable reviews, indicating a pattern of patient frustration regarding interactions with healthcare staff.

Conversely, over 50% of the reviews received ratings of 4 or 5 stars, with the word 'and' emerging as a prevalent term in positive reviews. Themes of kindness and supportive interactions characterized these higher ratings, with terms like 'friendly,' 'helpful,' and 'kind' prominently featured. Interestingly, even feelings of anxiety were associated with positive reviews when staff effectively alleviated patient fears.

The COVID-19 pandemic had a notable impact on healthcare reviews, leading to a decline in overall sentiment that has yet to recover fully. However, the research team believes that the issues identified in their work signal broader systemic challenges rather than isolated complaints. They aim to explore how various characteristics of healthcare facilities--such as size, ownership structure, and patient volume--might influence patient perceptions and communication issues.

Looking forward, the researchers express a desire to focus on healthcare facilities that consistently achieve high ratings. Understanding the practices of these organizations could provide valuable insights for other facilities striving to enhance patient care.

For more information, refer to the original study published in JAMA Network Open.