Penn Medicine Center for Digital Health (Stokes, McCalpin, Pelullo, Merchant), Center for Emergency Care Policy and Research, Department of Emergency Medicine (Stokes, Meisel, Merchant), Department of Psychiatry (Beidas), and Penn Medical Ethics and Health Policy (Beidas), Perelman School of Medicine, University of Pennsylvania, Philadelphia; National Clinician Scholars Program (Kishton), Leonard Davis Institute of Health Economics (Meisel, Merchant), and Penn Implementation Science Center at the Leonard Davis Institute (Beidas), University of Pennsylvania, Philadelphia.
Psychiatr Serv. 2021 Jul 1;72(7):776-783. doi: 10.1176/appi.ps.202000267. Epub 2021 May 21.
Previous studies indicate that patients' satisfaction with mental health care is correlated with both treatment outcomes and quality of life. The aims of this study were to describe online reviews of mental health treatment facilities, including key themes in review content, and to evaluate the correlation between narrative review themes, facility characteristics, and review ratings.
United States National Mental Health Services Survey (N-MHSS) facilities were linked to corresponding Yelp pages, created between March 2007 and September 2019. Correlations between review ratings and both machine learning-generated latent Dirichlet allocation topics and N-MHSS-reported facility characteristics were measured by using Spearman's rank-order correlation coefficient. Significance was defined by a Bonferroni-adjusted p<0.001.
Of 10,191 unique mental health treatment facilities, 1,383 (13.6%) had relevant Yelp pages with 8,133 corresponding reviews. The number of newly reviewed facilities and the number of new reviews increased throughout the study period. Narrative topics positively correlated with review ratings included caring staff (Spearman's ρ=0.39) and nonpharmacologic treatment (ρ=0.16). Topics negatively correlated with review ratings included rude staff (ρ=-0.14) and safety and abuse (ρ=-0.14). Of 126 N-MHSS survey items, 11 were positively correlated with review rating, including "outpatient mental health facility" (ρ=0.13), and 33 were negatively correlated with review rating, including accepting Medicare (ρ=-0.21).
Narrative topics provide information beyond what is currently collected through the N-MHSS. Topics associated with positive and negative reviews, such as staff attitude toward patients, can guide improvement in patients' satisfaction and engagement with mental health care.
先前的研究表明，患者对精神卫生保健的满意度与治疗效果和生活质量都有关联。本研究旨在描述精神卫生治疗设施的在线评价，包括评价内容中的关键主题，并评估叙述性评价主题、设施特征和评价评分之间的相关性。
将美国国家精神卫生服务调查（N-MHSS）机构与 2007 年 3 月至 2019 年 9 月期间创建的相应 Yelp 页面进行链接。使用 Spearman 等级相关系数测量评价评分与机器学习生成的潜在狄利克雷分配主题以及 N-MHSS 报告的设施特征之间的相关性。通过 Bonferroni 校正的 p<0.001 来定义显著性。
在 10191 个独特的精神卫生治疗设施中，有 1383 个（13.6%）有相关的 Yelp 页面，有 8133 条相应的评价。在研究期间，新评价的设施数量和新评价数量都有所增加。与评价评分呈正相关的叙述性主题包括有爱心的员工（Spearman's ρ=0.39）和非药物治疗（ρ=0.16）。与评价评分呈负相关的主题包括粗鲁的员工（ρ=-0.14）和安全与虐待（ρ=-0.14）。在 126 个 N-MHSS 调查项目中，有 11 个与评价评分呈正相关，包括“门诊精神卫生机构”（ρ=0.13），有 33 个与评价评分呈负相关，包括接受医疗保险（ρ=-0.21）。
叙述性主题提供了超出 N-MHSS 目前收集范围的信息。与积极和消极评价相关的主题，如员工对患者的态度，可以指导改善患者对精神卫生保健的满意度和参与度。
