专业药物治疗机构的在线评价——确定患者高满意度和低满意度的潜在驱动因素
Online Reviews of Specialized Drug Treatment Facilities-Identifying Potential Drivers of High and Low Patient Satisfaction.
作者信息
Agarwal Anish K, Wong Vivien, Pelullo Arthur M, Guntuku Sharath, Polsky Daniel, Asch David A, Muruako Jonathan, Merchant Raina M
机构信息
Department of Emergency Medicine at the Perelman School of Medicine, University of Pennsylvania, Philadelphia, PA, USA.
Penn Medicine Center for Digital Health, University of Pennsylvania, Philadelphia, PA, USA.
出版信息
J Gen Intern Med. 2020 Jun;35(6):1647-1653. doi: 10.1007/s11606-019-05548-9.
BACKGROUND
Despite the importance of high-quality and patient-centered substance use disorder treatment, there are no standardized ratings of specialized drug treatment facilities and their services. Online platforms offer insights into potential drivers of high and low patient experience.
OBJECTIVE
We sought to analyze publicly available online review content of specialized drug treatment facilities and identify themes within high and low ratings.
DESIGN
This was a retrospective analysis of online ratings and reviews of specialized drug treatment facilities in Pennsylvania listed within the 2016 National Directory of Drug and Alcohol Abuse Treatment Facilities. Latent Dirichlet Allocation, a machine learning approach to narrative text, was used to identify themes within reviews. Differential Language Analysis was then used to measure correlations between themes and star ratings.
SETTING
Online reviews of Pennsylvania's specialized drug treatment facilities posted to Google and Yelp (July 2010-August 2018).
RESULTS
A total of 7823 online ratings were posted over 8 years. The distribution was bimodal (43% 5-star and 34% 1-star). The average weighted rating of a facility was 3.3 stars. Online themes correlated with 5-star ratings were the following: focus on recovery (r = 0.53), helpfulness of staff (r = 0.43), compassionate care (r = 0.37), experienced a life-changing moment (r = 0.32), and staff professionalism (r = 0.29). Themes correlated with a 1-star rating were waiting time (r = 0.41), poor accommodations (0.26), poor phone communication (r = 0.24), medications given (0.24), and appointment availability (r = 0.23). Themes derived from review content were similar to 9 of the 14 facility-level services highlighted by the Substance Abuse and Mental Health Services Administration's National Survey of Substance Abuse Treatment Services.
CONCLUSIONS
Individuals are sharing their ratings and reviews of specialized drug treatment facilities on online platforms. Organically derived reviews of the patient experience, captured by online platforms, reveal potential drivers of high and low ratings. These represent additional areas of focus which can inform patient-centered quality metrics for specialized drug treatment facilities.
背景
尽管高质量且以患者为中心的物质使用障碍治疗很重要，但对于专业戒毒治疗机构及其服务，尚无标准化的评级。在线平台能提供关于患者体验高低潜在驱动因素的见解。
目的
我们试图分析专业戒毒治疗机构公开的在线评论内容，并确定高评级和低评级中的主题。
设计
这是一项对2016年《国家药物和酒精滥用治疗机构名录》中列出的宾夕法尼亚州专业戒毒治疗机构在线评级和评论的回顾性分析。潜在狄利克雷分配法（一种用于叙事文本的机器学习方法）被用于确定评论中的主题。然后使用差异语言分析来衡量主题与星级评级之间的相关性。
设置
宾夕法尼亚州专业戒毒治疗机构在谷歌和Yelp上发布的在线评论（2010年7月 - 2018年8月）。
结果
8年期间共发布了7823条在线评级。分布呈双峰状（43%为五星级，34%为一星级）。机构的平均加权评级为3.3星。与五星级评级相关的在线主题如下：专注于康复（r = 0.53）、工作人员的帮助程度（r = 0.43）、关怀护理（r = 0.37）、经历改变人生的时刻（r = 0.32）以及工作人员的专业素养（r = 0.29）。与一星级评级相关的主题有等待时间（r = 0.41）、住宿条件差（0.26）、电话沟通不畅（r = 0.24）、用药情况（0.24）以及预约便利性（r = 0.23）。从评论内容中得出的主题与物质滥用和精神健康服务管理局的全国药物滥用治疗服务调查所强调的14项机构层面服务中的9项相似。
结论
个人在在线平台上分享他们对专业戒毒治疗机构的评级和评论。在线平台捕捉到的关于患者体验的自然生成的评论揭示了高评级和低评级的潜在驱动因素。这些代表了额外的关注领域，可为专业戒毒治疗机构以患者为中心的质量指标提供参考。
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