Ranard Benjamin L, Werner Rachel M, Antanavicius Tadas, Schwartz H Andrew, Smith Robert J, Meisel Zachary F, Asch David A, Ungar Lyle H, Merchant Raina M
Benjamin L. 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.
Rachel M. 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.
Health Aff (Millwood). 2016 Apr;35(4):697-705. doi: 10.1377/hlthaff.2015.1030.
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. We compared the content of Yelp narrative reviews of hospitals to the topics in the HCAHPS survey, called domains in HCAHPS terminology. While the domains included in Yelp reviews covered the majority of HCAHPS domains, Yelp reviews covered an additional twelve domains not found in HCAHPS. The majority of Yelp topics that most strongly correlate with positive or negative reviews are not measured or reported by HCAHPS. 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 Yelp measures and analysis can also provide actionable feedback for hospitals.
对于像Yelp这样的实时在线评级平台如何补充医疗服务提供者和系统的医院消费者评估（HCAHPS）调查，人们知之甚少，而HCAHPS调查是美国评估患者住院后体验的标准。我们将Yelp上医院的叙述性评论内容与HCAHPS调查中的主题（用HCAHPS术语称为领域）进行了比较。虽然Yelp评论中包含的领域涵盖了HCAHPS的大部分领域，但Yelp评论还涵盖了HCAHPS中未发现的另外十二个领域。与正面或负面评论最密切相关的大多数Yelp主题并未由HCAHPS进行衡量或报告。Yelp上大量以患者和护理人员为中心的体验可以通过自然语言处理方法进行分析，为政策制定者识别出对患者和护理人员最重要的医院质量衡量标准。Yelp的衡量标准和分析也可以为医院提供可操作的反馈。
