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Yelp reviews help understand strengths, weaknesses of emergency departments and urgent care centers

Yelp reviews reveal that emergency departments are viewed as being higher quality but lacking in service compared to urgent care…

Yelp reviews reveal that emergency departments are viewed as being higher quality but lacking in service compared to urgent care centers, which patients rate the opposite, according to a new study from researchers at the Perelman School of Medicine at the University of Pennsylvania . De studieresultaten, gepubliceerd deze maand in de Annals of Emergency Medicine bieden een unieke mogelijkheid voor onderzoekers en cliniciers om te leren van online recensies, die een rauwe narratieve van consumenten geven.

“Today’s world is very digital, and it’s very common for consumers to rate a restaurant, hotel or service online, a practice that is spilling into health care, “said the study’s lead author, Anish Agarwal, MD, a National Clinician Scholars fellow and Emergency Medicine physician at Penn Medicine. “Som en nøddirektørlæge, patienter fortæller ofte at internet er det første stedet de går for informasjon om medisinske forhold og to forskningsleverandører. Helse systemer og klinikere kan lære mye om de samfund de behandler og hvordan folk oplever de tjenester de provide by looking at online ratings and reviews. “

In this new study, researchers, with the help of an automated system, analyzed high and five-star reviews for both emergency departments and urgent care centers, two venues that patients can select from when in need of acute care.

Researchers identified key themes in the five-star reviews of emergency departments, including bedside manner, treatment of family members, and access to care on nights and breaks. Urgent care centers were unique in receiving five-star reviews more often for factors including ease of refilling prescriptions and being positively recommended by others.

On the other side, emergency departments received negative remarks for speed of care, while urgent care centers received “Vi ser mere og mere at patienter deler deres erfaringer online, og de leder efter sociale medier platforme og onlinemiljøer. to help inform their decision-making, “said Kevin B. Mahoney, executive vice president and chief administrative officer of the University of Pennsylvania Health System. “In these review and rating websites lies a trove of decision-making data that we can and should be culling through to help inform how care is delivered, and what matters most to our patients in emergency situations.”

Urgent care centers have proliferated widely across the country in the past 1

5 years. Between 2007 and 2016, visits increased by more than 1,700 percent. Men mens nøddepartementerne har etableret undersøgelser for patienter og deres familier for at rapportere deres erfaringer, er der ikke et klart ækvivalent for at indhente direkte tilbagemelding fra patienter, der besøger presserende plejecentre.

The study’s senior author, Raina Merchant, MD, director of the Penn Medicine Center for Digital Health and an associate professor in Emergency Medicine, believes Yelp reviews could fill a knowledge gap.

“Online reviews provide a rapid way of taking the pulse of how this acute care market is emerging and what consumers look for in these settings “said Merchant. “These platforms can also help us identify new focus areas, in an effort to provide better, more efficient care to patients based on their expressed needs.”

The researchers analyzed more than 100,000 Yelp reviews, posted between 2005 and 2017– in het midden van de urgentzorgboom – gebonden aan 1.566 nooddiensten en 5.601 van urgente zorgcentra.

The reviews fell largely on one end of the spectrum or the other: five stars or one star. During the study period, an average of one new review for an emergency department or an urgent care center appeared every hour of every day. Roughly 47 percent of emergency department and 30 percent of urgent care center reviews fell into the one-star category. De disproportionate amount of negative reviews for acute care facilities, compared to other entities reviewed online, like hotels or restaurants, could be a result of what is at stake for the consumer.

“If a restaurant provides you with a quick meal exactly As advertised, they meet your expectations, “Merchant said.” With healthcare, things are different. People are often critically ill, the results are uncertain, and the wait can be long – which are all things that sometimes can not be controlled . “

The research team found that each type of facility received similar five-star reviews for comfort, cleanliness of facilities, pediatric care, and professionalism. One-star reviews for poor phone experiences, long wait times, billing difficulties, and pain management were linked to both emergency departments and urgent care centers.

Moving forward, the researchers hope to find more non-traditional sources to provide clues about patient experiences and use them to enhance care quality.

Source: Emergency Departments-and-Urgent-Care Clinics

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