“Told”: the Word Most Correlated to Negative Online Hospital Reviews
Online review platforms have the ability to amplify an individual’s voice. The emergence of these platforms provides an open and public forum for patients to express their opinions which may help redefine how health systems approach the patient experience.
With over 140 million reviews, Yelp! (www.yelp.com), the online review platform, continues to grow in scale and popularity. Patients have begun to share their opinions and ratings with over 8.4 million healthcare related reviews.1, 2 Though online reviews of individual providers may be low yield,3 these reviews may expose blind spots not traditionally considered by hospitals. It is the observability and scale of these online reviews that provides an opportunity for both innovation and promise.4
Our objective was to analyze hospital reviews posted on Yelp through the application of machine learning and natural language processing. We hypothesized there would be common language correlated with negative and positive reviews.
We thank Lyle Ungar, PhD, for assistance with machine learning analyses.
Compliance with Ethical Standards
Conflicts of Interest
The authors declare that they do not have a conflict of interest.
- 1.Factsheet [Internet]. Yelp. [cited 2017 Nov 21];Available from: https://www.yelp.com/factsheet. Last accessed 9 Nov 2018.
- 6.The Learning Healthcare Project. The Learning Health Care Project [Internet]. [cited 2017 Nov 30]; Available from: http://www.learninghealthcareproject.org/section/background/learning-healthcare-system. Last access 9 Nov 2018.