What Consumers Say About Nursing Homes in Online Reviews

Kellogg, Caitlyn; Zhu, Yujun; Cardenas, Valeria; Vazquez, Katalina; Johari, Kayla; Rahman, Anna; Enguídanos, Susan

doi:10.1093/geront/gny025

Cited by 18 publications

(14 citation statements)

References 7 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Consistent with prior studies, [34][35][36] Our findings also highlight previously noted concerns with online information about health care facilities. We were unable to obtain demographic information about the review website reviewers or the nature of their experience with the facilities (eg, timing and duration of stay, relationship to the patient).…”

Section: Discussionsupporting

confidence: 91%

Association of Online Consumer Reviews of Skilled Nursing Facilities With Patient Rehospitalization Rates

et al. 2020

View full text Add to dashboard Cite

IMPORTANCE There are areas of skilled nursing facility (SNF) experience of importance to the public that are not currently included in public reporting initiatives on SNF quality. Whether patients, hospitals, and payers can leverage the information available from unsolicited online reviews to reduce avoidable rehospitalizations from SNFs is unknown. OBJECTIVES To assess the association between rehospitalization rates and online ratings of SNFs; to compare the association of rehospitalization with ratings from a review website vs Medicare Nursing Home Compare (NHC) ratings; and to identify specific topics consistently reported in reviews of SNFs with the highest vs lowest rehospitalization rates using natural language processing. DESIGN, SETTING, AND PARTICIPANTS A retrospective cross-sectional study of 1536 SNFs with online reviews on Yelp (a website that allows consumers to rate and review businesses and services, scored on a 1-to 5-star rating scale, with 1 star indicating the lowest rating and 5 stars indicating the highest rating) posted between January 1, 2014, and December 31, 2018. The combined data set included 1536 SNFs with 8548 online reviews, NHC ratings, and readmission rates. MAIN OUTCOMES AND MEASURES A mean rating from the review website was calculated through the end of each year. Risk-standardized rehospitalization rates were obtained from NHC. Linear regression was used to measure the association between the rehospitalization rate of a SNF and the online ratings. Natural language processing was used to identify topics associated with reviews of SNFs in the top and bottom quintiles of rehospitalization rates. RESULTS The 1536 SNFs in the sample had a median of 6 reviews (interquartile range, 3-13 reviews), with a mean (SD) review website rating of 2.7 (1.1). The SNFs with the highest rating on both the review website and NHC had 2.0% lower rehospitalization rates compared with the SNFs with the lowest rating on both websites (21.3%; 95% CI, 20.7%-21.8%; vs 23.3%; 95% CI, 22.7%-24.0%; P = .04). Compared with the NHC ratings alone, review website ratings were associated with an additional 0.4% of the variation in rehospitalization rates across SNFs (adjusted R 2 = 0.009 vs adjusted R 2 = 0.013; P = .003). Thematic analysis of qualitative comments on the review website for SNFs with high vs low rehospitalization rates identified several areas of importance to the reviewers, such as the quality of physical infrastructure and equipment, staff attitudes and communication with caregivers. CONCLUSIONS AND RELEVANCE Skilled nursing facilities with the best rating on both a review website and NHC had slightly lower rehospitalization rates than SNFs with the best rating on NHC alone. However, there was marked variation in the volume of reviews, and many SNF characteristics were underrepresented. Further refinement of the review process is warranted.

show abstract

Section: Discussionsupporting

confidence: 91%

Association of Online Consumer Reviews of Skilled Nursing Facilities With Patient Rehospitalization Rates

et al. 2020

View full text Add to dashboard Cite

show abstract

“…The themes associated with positive and negative experiences can supplement information from other sources to create a more holistic view of factors that are important to patients and their families. Several other studies of online review data have identified similar factors as associated with positive (good staff behaviors, compassion) and negative experiences (wait time, poor communication, poor accommodations) [4][5][6][7][8][9] ; the endurance of these findings across settings highlights systemic issues around the design and provision of healthcare services. The discrepancy between themes identified in online reviews and information in the NSSATS is not surprising, however, since NSSATS and review sites have different objectives.…”

mentioning

confidence: 82%

“…Insights from these data may be able to shed additional light on what is important to the patient experience. Studies of themes emerging from online reviews of hospital, [4][5][6] emergency department, 7 urgent care, 7 pharmacy, 8 and nursing home 9 settings have been conducted, but not much is known about the content of online reviews for substance use treatment facilities.…”

mentioning

confidence: 99%

Rate Your Addiction Treatment Facility: Exploring the Quality Chasm Online

Chen

Fiellin

2020

J GEN INTERN MED

View full text Add to dashboard Cite

“…Research in hospitals and nursing homes has found that Yelp reviewers tend to focus on subjective experiences of health care, such as their personal assessments of staff attitudes, rather than clinical aspects of care (e.g., pain management). 11,12 Consumer review sites such as Yelp are widely known for both their strengths and weaknesses. Some online consumer reviews, for instance, are faked.…”

Section: Yelpcommentioning

confidence: 99%

In Search of Hospice Information: Consumer Information Available on Hospice Compare and Yelp

Rahman

Enguídanos

2020

Palliative Medicine Reports

Self Cite

View full text Add to dashboard Cite

Background: The hospice industry has expanded in recent years with limited oversight and few consumerfacing resources to assist consumers in selecting hospice agencies to care for their family members. Objectives: To better understand the availability of consumer-facing hospice information and how hospices are evaluated by these websites, this study examined two websites with national reach-the Centers for Medicare and Medicaid Services' Hospice Compare (HC) website and Yelp.com. We described Yelp hospice ratings and caregiver-reported ratings on HC and compared conceptually related HC ratings to each other. Methods: We collected hospice ratings from Yelp and hospice-and caregiver-reported quality indicators (QIs) from HC for all California hospices. We conducted descriptive statistics for all variables and conducted chi-square to examine differences in proportions for categorical variables. We conducted Pearson's correlation coefficient (r) to test the strength of the association between the hospice-reported pain assessment QI and the caregiverreported indicators on HC. Results: Among our sample of 1040 California hospices, HC reported QIs for 200 (19.2%) hospices for the caregiver-reported QIs ranging to 448 (43.1%) hospices for the hospice-reported QIs. Just 236 hospices (22.7%) had a Yelp review. Hospice ratings on both Yelp and HC were fairly high. For-profit hospices were less likely to show HC QIs or to be rated on Yelp. Caregiver-reported HC ratings for pain and symptom management were significantly lower than conceptually related HC hospice-reported QIs. Conclusions: More research is needed to understand the lack of hospice representation on HC and investigate the usefulness of hospice-reported HC measures.

show abstract

What Consumers Say About Nursing Homes in Online Reviews

Cited by 18 publications

References 7 publications

Association of Online Consumer Reviews of Skilled Nursing Facilities With Patient Rehospitalization Rates

Association of Online Consumer Reviews of Skilled Nursing Facilities With Patient Rehospitalization Rates

Rate Your Addiction Treatment Facility: Exploring the Quality Chasm Online

In Search of Hospice Information: Consumer Information Available on Hospice Compare and Yelp

Contact Info

Product

Resources

About