Zitek Tony, Bui Joseph, Day Christopher, Ecoff Sara, Patel Brijesh
Department of Emergency Medicine Mount Sinai Medical Center Miami Beach Florida USA.
Herbert Wertheim College of Medicine at Florida International University Miami Florida USA.
J Am Coll Emerg Physicians Open. 2023 Feb 25;4(2):e12913. doi: 10.1002/emp2.12913. eCollection 2023 Apr.
Patient satisfaction is now an important metric in emergency medicine, but the means by which satisfaction is assessed is evolving. We sought to examine hospital ratings on Google and Yelp as compared to those on Medicare's Care Compare (CC) and to determine if certain hospital characteristics are associated with crowdsourced ratings.
We performed a cross-sectional analysis of hospital ratings on Google and Yelp as compared to those on CC using data collected between July 8 and August 2, 2021. For each hospital, we recorded the CC ratings, Yelp ratings, Google ratings, and each hospital's characteristics. Using multivariable linear regression, we assessed for associations between hospital characteristics and crowdsourced ratings. We calculated Spearman's correlation coefficients for CC ratings versus crowdsourced ratings.
Among 3000 analyzed hospitals, the median hospital ratings on Yelp and Google were 2.5 stars (interquartile ratio [IQR], 2-3) and 3 stars (IQR, 2.7-3.5), respectively. The median number of Yelp and Google reviews per hospital was 13 and 150, respectively. The correlation coefficients for Yelp and Google ratings with CC's overall star ratings were 0.19 and 0.20, respectively. For Yelp and Google ratings with CC's patient survey ratings, correlation coefficients were 0.26 and 0.22, respectively. On multivariable analysis, critical access hospitals had 0.22 (95% confidence interval [CI], 0.14-0.30) more Google stars and hospitals in the West had 0.12 (95% CI, 0.05-0.18) more Google stars than references standard hospitals.
Patients use Google more frequently than Yelp to review hospitals. Median UnS hospital ratings on Yelp and Google are 2.5 and 3 stars, respectively. Crowdsourced reviews weakly correlate with CC ratings. Critical access hospitals and hospitals in the West have higher crowdsourced ratings.
患者满意度如今是急诊医学中的一项重要指标，但评估满意度的方式正在不断演变。我们试图比较谷歌和Yelp上的医院评分与医疗保险的“医疗比较”（CC）平台上的评分，并确定某些医院特征是否与众包评分相关。
我们使用2021年7月8日至8月2日收集的数据，对谷歌和Yelp上的医院评分与CC平台上的评分进行了横断面分析。对于每家医院，我们记录了CC评分、Yelp评分、谷歌评分以及每家医院的特征。使用多变量线性回归，我们评估了医院特征与众包评分之间的关联。我们计算了CC评分与众包评分之间的斯皮尔曼相关系数。
在3000家分析的医院中，Yelp和谷歌上医院评分的中位数分别为2.5星（四分位间距[IQR]，2 - 3）和3星（IQR，2.7 - 3.5）。每家医院Yelp和谷歌评论的中位数分别为13条和150条。Yelp和谷歌评分与CC的总体星级评分的相关系数分别为0.19和0.20。Yelp和谷歌评分与CC的患者调查评分的相关系数分别为0.26和0.22。在多变量分析中，临界接入医院的谷歌评分比参考标准医院多0.22（95%置信区间[CI]，0.14 - 0.30）颗星，西部的医院谷歌评分比参考标准医院多0.12（95%CI，0.05 - 0.18）颗星。
患者使用谷歌评论医院比使用Yelp更频繁。Yelp和谷歌上医院评分的中位数分别为2.5星和3星。众包评论与CC评分的相关性较弱。临界接入医院和西部的医院众包评分较高。
