Yelp Reviews Of Hospital Care Can Supplement And Inform Traditional Surveys Of The Patient Experience Of Care

In Health Affairs, Benjamin Ranard and colleagues, including Rachel Werner, Zachary Meisel, David Asch and Raina Merchant, compare the content of patients’ Yelp reviews of hospitals to the themes in the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. They find that while the themes, or domains in HCAHPS terminology, included in Yelp reviews covered the majority of HCAHPS domains, Yelp reviews covered an additional twelve domains not found in HCAHPS. They also find that Yelp domains that most strongly correlate with positive or negative reviews are not measured by HCAHPS. The authors suggest that the large collection of patient- and caregiver-centered experiences recorded on Yelp can serve as a tool for policy makers to identify the measures of hospital quality that matter most to patients and caregivers.