7 Even if the evaluations can give an overall indication of patient satisfaction, they rarely identify the source of perceived problems. 1 However, they are expensive to deploy, 5 they suffer from low response rates, 6 and there may be significant delays between hospitalization and public reporting of results. Perhaps more importantly, more than a decade ago patients were not spontaneously publishing their opinions about health care facilities on social media sites where opinions reach the members of the public, who are increasingly comfortable in using them to inform their own decisions.Įvaluations such as the HCAHPS survey are the products of years of measurement research, are fielded and interpreted systematically, 1, 2 and have collected a large number of patient responses per hospital.
2 In the fourteen years since the survey first appeared, the indications for and experiences of hospitalization have changed greatly. 4(p51023) The HCAHPS survey is the current standard for patient-experience-of-care data, 1 but its development dates back to 2002. 3 HCAHPS survey scores now drive 25 percent of the financial incentives in the Medicare value-based purchasing program, 4(p50701) which will eventually penalize hospitals with poor performance by up to 2 percent of their Medicare payments. 1, 2 HCAHPS survey results are publicly reported on the Centers for Medicare and Medicaid Services Hospital Compare website, 1 which rates all US hospitals that receive Medicare payments on a variety of quality measures.
Since 2006, patient-reported experiences after hospitalization have been collected using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The Yelp measures and analysis can also provide actionable feedback for hospitals. The large collection of patient- and caregiver-centered experiences found on Yelp can be analyzed with natural language processing methods, identifying for policy makers the measures of hospital quality that matter most to patients and caregivers. The majority of Yelp topics that most strongly correlate with positive or negative reviews are not measured or reported by HCAHPS. While the domains included in Yelp reviews covered the majority of HCAHPS domains, Yelp reviews covered an additional twelve domains not found in HCAHPS. We compared the content of Yelp narrative reviews of hospitals to the topics in the HCAHPS survey, called domains in HCAHPS terminology. 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, which is the US standard for evaluating patients’ experiences after hospitalization. Merchant ( ) is director of the Penn Social Media and Health Innovation Lab and an assistant professor in emergency medicine at the University of Pennsylvania. Ungar is a professor in the Department of Computer and Information Science at the University of Pennsylvania. Asch is executive director of the Center for Health Care Innovation and a professor in the Wharton School and the Perelman School of Medicine, all at the University of Pennsylvania, and a physician in the Center for Health Equity Research and Promotion, Philadelphia Veterans Affairs Medical Center. Meisel is an assistant professor in emergency medicine at the Hospital of the University of Pennsylvania, in Philadelphia. Smith is a doctor of medicine student at the Perelman School of Medicine, University of Pennsylvania. Andrew Schwartz is an assistant professor in the Department of Computer Science at Stony Brook University, in Stony Brook, New York. Tadas Antanavicius is an undergraduate student at the University of Pennsylvania.Werner is a core investigator at the Center for Health Equity Research and Promotion and an associate professor of medicine at the Perelman School of Medicine, University of Pennsylvania. Ranard is a doctor of medicine and master of science in health policy research combined-degree student at the Perelman School of Medicine, University of Pennsylvania, in Philadelphia.
0 kommentar(er)
