评级游戏：对养老院比较和 Yelp 评级的分析。
Ratings game: an analysis of Nursing Home Compare and Yelp ratings.
机构信息
Leonard Davis School of Gerontology, University of Southern California, Los Angeles, California, USA.
出版信息
BMJ Qual Saf. 2018 Aug;27(8):619-624. doi: 10.1136/bmjqs-2017-007301. Epub 2017 Nov 13.
BACKGROUND
Two strategies for rating the quality of nursing homes (NHs) in the USA are exemplified by the Nursing Home Compare (NHC) website, launched by the federal Centers for Medicare and Medicaid Services in 1998, and Yelp.com, an online consumer review site that has grown in popularity since its founding in 2004. Both sites feature a 5-star rating system. While much is known about NHC ratings, little is known about NH Yelp ratings. This study examines Yelp ratings for NHs in California and compares these ratings with NHC ratings. Understanding how these ratings relate can inform efforts to empower consumers and enhance NH decision-making.
METHODS
We collected NHC and Yelp ratings for all California NHs between September and November 2016. For each NH with a Yelp review, we recorded the star rating and the total number of reviews. We also recorded the NHC 5-star rating and NHC ratings for inspections, staffing and quality measures (QMs). We conducted descriptive statistics and frequencies for these variables. We conducted correlations and tested means to compare the ratings.
RESULTS
A total of 675 NHs (68.1% of the total sample of 991 NHs) had both Yelp ratings and NHC ratings. Correlations between the Yelp and NHC ratings were relatively weak. The Yelp rating was significantly lower than the 5-star NHC rating and the NHC ratings for staffing and QMs. It was significantly higher than the NHC inspection rating.
CONCLUSIONS
This study found that when consumers rate NHs on Yelp, their ratings differ considerably from NHC ratings, a finding in keeping with similar studies of NH quality measurement. Further research is needed to analyse the content of Yelp reviews and compare the themes and topics consumers identify with those reported on NHC.
背景
美国有两种评估养老院（NH）质量的策略，其中两个例子是联邦医疗保险和医疗补助服务中心（CMS）于 1998 年推出的养老院比较（NHC）网站，以及自 2004 年成立以来越来越受欢迎的在线消费者评论网站 Yelp.com。这两个网站都采用 5 星级评级系统。虽然人们对 NHC 评级了解很多，但对 NH Yelp 评级了解甚少。本研究考察了加利福尼亚州 NH 的 Yelp 评级，并将这些评级与 NHC 评级进行了比较。了解这些评级之间的关系可以为增强消费者能力和改善 NH 决策提供信息。
方法
我们收集了 2016 年 9 月至 11 月期间加利福尼亚州所有 NH 的 NHC 和 Yelp 评级。对于每个有 Yelp 评论的 NH，我们记录了星级评分和评论总数。我们还记录了 NHC 的 5 星级评分以及 NH 检查、人员配备和质量措施（QM）的评分。我们对这些变量进行了描述性统计和频率分析。我们进行了相关性分析并测试了均值以比较这些评分。
结果
共有 675 家 NH（991 家 NH 总样本的 68.1%）既有 Yelp 评分又有 NHC 评分。Yelp 评分与 NHC 评分之间的相关性相对较弱。Yelp 评分明显低于 NHC 的 5 星级评分和 NH 人员配备和 QM 评分。它明显高于 NHC 检查评分。
结论
本研究发现，当消费者在 Yelp 上对 NH 进行评分时，他们的评分与 NHC 评分有很大差异，这一发现与 NH 质量评估的类似研究一致。需要进一步研究分析 Yelp 评论的内容，并比较消费者确定的主题和话题与 NHC 报告的主题和话题。
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