Analyzing Word Choices in Online Hospital Reviews Reveals Insights into Patient Experiences
New research reveals that analyzing simple words in online hospital reviews can provide meaningful insights into patient experiences and help improve healthcare quality in real time.
Recent research indicates that simple words used in online reviews, such as "and" or "then," can provide valuable insights into patients' experiences with healthcare facilities. A comprehensive analysis of over a million Yelp reviews from 2017 to 2023, covering nearly 139,000 healthcare providers across the United States, has demonstrated that the language used by patients reflects their perceptions and satisfaction levels.
Negative reviews frequently contained words like "not," "told," "call," and "asked," highlighting issues related to communication, administrative problems, and perceived unfair treatment. These reviews predominantly focused on communication hurdles, such as poor phone interactions and lengthy hold times, as well as dissatisfaction with payment processes and medical treatment.
Conversely, positive reviews often included words like "and," "great," "friendly," "helpful," and "kind," emphasizing compassionate interactions and staff's ability to alleviate patient anxiety. Interestingly, words associated with reassurance and gratification were also linked to positive experiences, showcasing the importance of effective communication and empathetic care.
The study's lead authors from the Perelman School of Medicine at the University of Pennsylvania suggest that real-time analysis of online reviews could enable healthcare providers to address systemic issues promptly. This approach may minimize the lag between patient feedback and quality improvement measures.
By understanding the language patterns within patient feedback, healthcare systems can identify areas for immediate improvement and learn from facilities that consistently receive high ratings. Overall, the research underscores the potential of leveraging online reviews as a rich resource for enhancing patient satisfaction and care quality.
Published in JAMA Network Open, this study highlights how nuanced language analysis can transform patient feedback into actionable insights, ultimately fostering a more responsive and patient-centered healthcare environment.
Source: https://medicalxpress.com/news/2025-08-words-online-hospital.html
Stay Updated with Mia's Feed
Get the latest health & wellness insights delivered straight to your inbox.
Related Articles
Innovative Blinking Exercise App Developed by Optometrist to Alleviate Dry Eye Symptoms
Discover how a new app and optimized blinking exercises developed by an Aston University expert can effectively reduce dry eye symptoms and improve eye comfort with just a few minutes daily.
California Moves to Close Legal Loopholes Deterring Students from Overdose Emergency Calls
California advances legislation to protect students from disciplinary consequences when calling 911 during overdoses, promoting safety and timely medical assistance on college campuses.
Emerging Role of sIgM in Protecting Gut Health and Modulating Metabolism
Recent research reveals that secretory immunoglobulin M (sIgM) is a crucial immune factor in maintaining gut microbiome balance, tissue integrity, and overall metabolism, offering promising insights for treating inflammatory gut conditions.
Fascin-1 Protein: A Key Player in Cervical Cancer Spread and Treatment Resistance
New research identifies Fascin-1 as a key driver of cervical cancer progression, metastasis, and treatment resistance, offering promising targets for future therapies.