Dan Hinmon, MCSMN Director

Posts: 2937
Joined: Apr 13, 2011

How Yelp Reviews Can Help Improve Patient Care

Posted by @DanHinmon, Sep 14, 2016

Thanks to @csjennings for pointing us to this article.

Dr. Naomi Bardach, associate professor of pediatrics and health policy at U.C.S.F. Benioff Children’s Hospital San Francisco, and her colleagues looked at Yelp to determine how consumer ratings compared with those of the hospital consumer assessment survey.

Of the almost 3,800 hospitals with survey and other data, about 25 percent also had ratings on Yelp. The correlation between Yelp and the survey was quite strong. Moreover, high ratings at Yelp were correlated with lower mortality for myocardial infarctions and pneumonia — and fewer readmissions for those problems as well as heart failure.

The author asks: The next question is whether the health care system needs to measure satisfaction — maybe the publicly available data, like at Yelp, is sufficient. Could those data be used alone to incentivize providers?

In a nutshell, should we scrap HCAHPS and replace with Yelp?


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