Online Ratings of the Patient Experience: Emergency Departments Versus Urgent Care Centers
Online Ratings of the Patient Experience: Emergency Departments Versus Urgent Care Centers
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DOI：
10.1016/j.annemergmed.2018.09.029
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发表时间：
2019-06-01
影响因子：
6.2
通讯作者：
Merchant, Raina M.
中科院分区：
文献类型：
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作者：
Agarwal, Anish K.;Mahoney, Kevin;Merchant, Raina M.
研究目的：越来越多的人使用在线评级平台来对医院进行评级和评论。我们试图描述和比较公开的在线评论内容和评级的急诊科（ED）和紧急护理centers.Methods：我们分析了Yelp评论的ED和紧急护理中心，以确定主题最相关的1-和5-星星评级。潜在狄利克雷分配，一种识别叙事文本中共现词组的方法，用于识别和标记紧急护理中心和急诊室的1星和5星星星评论中的25个主题。然后使用差异语言分析来测量这些主题与紧急护理中心和EDs.Results的1星和5星星星评论的相关性：我们分析了100，949条Yelp评论，16，447条来自1，566个ED，84，502条来自5，601个紧急护理中心。5-星星紧急护理中心评价（n= 43，487; 51%）明显多于5-星星艾德评价（n= 4，437; 27%）。与急诊科和急诊中心的5-星星评价相关的主题在舒适度、专业性、设施、儿科护理和员工互动方面相似。与急诊科和急诊中心的1-星星评价相关的主题在沟通、电话体验、等待、计费、疼痛管理和诊断测试方面相似。五星级星星艾德评论的独特主题包括对病人的态度，对家庭成员的照顾和访问。主题独特的5-星星紧急护理中心的评论是基于建议和处方笔芯。一星级星星艾德评论的独特主题是服务和护理速度。主题独特的1-星星紧急护理中心的评论是缺乏信心和接待experience.Conclusion：了解驱动程序的高和低的在线评级和什么样的病人价值在他们的艾德和紧急护理中心的经验提供了见解，为卫生系统和供应商，以改善急性护理交付。随着患者在不断扩大的紧急护理市场中寻求护理，患者的观点可能变得越来越重要。
Study objective: Individuals increasingly use online rating platforms to rate and review hospitals. We seek to describe and compare publicly available online review content and ratings of emergency departments (EDs) and urgent care centers.Methods: We analyzed Yelp reviews of EDs and urgent care centers to identify topics most correlated with 1- and 5-star ratings. Latent Dirichlet Allocation, a method of identifying groups of co-occurring words in narrative text, was used to identify and label 25 topics across 1- and 5-star reviews of urgent care centers and EDs. Differential Language Analysis was then used to measure the correlation of these topics with 1- and 5-star reviews for urgent care centers and EDs.Results: We analyzed 100,949 Yelp reviews, 16,447 from 1,566 EDs and 84,502 from 5,601 urgent care centers. There were significantly more 5-star urgent care center reviews (n=43,487; 51%) than 5-star ED reviews (n=4,437; 27%). Themes associated with 5-star reviews among EDs and urgent care centers were similar for comfort, professionalism, facilities, pediatric care, and staff interactions. Themes associated with 1-star reviews among EDs and urgent care centers were similar for communication, telephone experience, waiting, billing, pain management, and diagnostic testing. Themes unique to 5-star ED reviews included bedside manner, care for family members, and access. Themes unique to 5-star urgent care center reviews were based on recommendation and prescription refills. Themes unique to 1-star ED reviews were service and speed of care. Themes unique to 1-star urgent care center reviews were lack of confidence and reception experience.Conclusion: Understanding drivers for high and low online ratings and what patients value in their ED and urgent care center experiences offers insights for health systems and providers to improve acute care delivery. Patients' perspectives may become increasingly important as they seek care in the expanding urgent care markets.