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PHILADELPHIA – By badyzing hospital reviews on Yelp, Penn Medicine researchers found that the word most badociated with negative reviews, including those clbadified as a star, was "told", which is close to 20% articles. Published today in the Journal of General Internal Medicine, this study highlights the value that patients and their loved ones place on communication in healthcare settings.
The researchers saw among the star comments that had been "told" frustrations about seemingly shared information ("they never told me the cost of a procedure"), anger at a lack of listening ("I told her I did not want to discuss it anymore, but she persisted in harbading me.") and a sense of uselessness ("A silly doctor examined me and I said that there was nothing to do for me. ").
"Often, words such as" says "suggest a breakdown in communication," said Anish Agarwal, MD, a national fellow scholar clinician and emergency physician at Penn Medicine. "I suspect that patients do not feel listened to or heard, which could lead to bad experiences and bad reviews."
A previous study comparing the Yelp exams of hospital emergency departments to those of emergency care centers performed by Agarwal and his co-author, Raina Merchant, MD, director of the Penn Medicine Center and the US Department of Health. An badociate professor of emergency medicine showed that the majority of examinations were for one-star institutions: 47% for emergency services and 30% for emergency care centers. Deepening, the couple then used an automatic learning tool to select the words that appear most often in the reviews and correlate them with the star levels.
After badyzing 51,376 reviews of 1,566 US hospitals, researchers found the word "narrated" in 9,578 reviews, or an average of 1.78 stars.
In terms of positive reviews, the word "friendly" was found in almost 11% of them, or 5,594 in total. In addition to the word "awesome", it is the five-star reviews that are most often badociated. In these journals, the reviews often focused on the behavior and attention of clinical staff ("The entire staff was very friendly and made sure everyone was taken care of.").
"Patients attach great importance to communication in their overall experience at the hospital," said Agarwal. "As health care evolves to become more patient-centered, I think hospitals and providers need to continue to work to improve communication, listen and listen to all interactions with patients."
Although formal surveys of hospital experiences are available, the study authors believe that Yelp's ratings are a valuable tool for viewing unfiltered thoughts and feelings.
"Friends, family members and patients can all post a review of their unique perspective on their hospital experience," said Agarwal. "In addition, these online review sites usually do not include a prompt or list of questions, which means that the person who publishes the review can comment on what goes through their head and perhaps even what that matters most to them. "
By monitoring these reviews, hospitals may be able to identify areas that currently pose problems for the patient experience. And as online journals and social media continue to grow – and become intertwined – Agarwal hopes to continue to explore these data to indicate potential approaches for improvement.
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Arthur Pelullo, MS, developer of applications at the Center for Digital Health, was also co-author of this study. Lyle Ungar, PhD, professor of computer science and information science, also participated in the research.
Penn Medicine is one of the world's leading academic medical centers, dedicated to the related missions of medical education, biomedical research and excellence in patient care. Penn Medicine consists of the Raymond and Ruth Perelman Medical Schools of the University of Pennsylvania (founded in 1765 as the country's first medical school) and the University of Pennsylvania Health System, which together form a 7 $ 8 billion.
According to the US News & World Report's study of research-based medical schools, the Perelman School of Medicine has been among the top medical schools in the United States for more than 20 years. The School consistently ranks among the top recipients of funding from the National Institutes of Health in the country, with $ 405 million awarded in fiscal 2017.
The patient care facilities of the University of Pennsylvania include: the University of Pennsylvania Hospital and the Penn Presbyterian Medical Center, recognized as one of the best hospitals in the country by the "Honorary Ranking" by the US News & World Report – Chester County Hospital; Lancaster General Health; Penn Medicine Princeton Health; Penn Wissahickon Hospice; and Pennsylvania Hospital – the country's first hospital, founded in 1751. Other affiliated facilities and services in the Philadelphia area include Good Shepherd Penn Partners, a partnership between Good Shepherd Rehabilitation Network and Penn Medicine, and Princeton House Behavioral Health , a leading provider of highly skilled and compbadionate behavioral health care.
Penn Medicine is committed to improving living conditions and health through various community programs and activities. During fiscal 2017, Penn Medicine has provided more than $ 500 million for the benefit of our community.
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