Analyzing Word Choices in Online Hospital Reviews Reveals Insights into Patient Experiences

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