Relationships between Yelp score and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings and individual HCAHPS domains
| Overall star score category | 1 or 1.5 stars (n=11), % | 2 or 2.5 stars (n=47), % | 3 or 3.5 stars (n=131), % | 4, 4.5, or 5 stars (n=81), % | p Value for trend |
|---|---|---|---|---|---|
| Percent 9 or 10 overall HCAHPS rating | 52 | 61 | 65 | 70 | p<0.001 |
| Communication with nurses* | 62 | 68 | 70 | 74 | p<0.001 |
| Pain control* | 57 | 64 | 66 | 69 | p<0.001 |
| Help available* | 46 | 54 | 56 | 59 | p<0.001 |
| Communication with doctors* | 71 | 76 | 77 | 78 | p<0.001 |
| Medications explained* | 52 | 54 | 57 | 58 | p<0.001 |
| Discharge instructions* | 76 | 79 | 80 | 82 | p=0.001 |
| Clean room* | 60 | 64 | 65 | 68 | p<0.001 |
| Quiet room* | 45 | 49 | 49 | 53 | p<0.001 |
Hospitals with >5 Yelp ratings (n=270) were analysed.
*Percents are the mean percentages of patients who ‘always’ had a positive experience with respect to the individual domain item of the Hospital Consumer Assessment of Healthcare Providers and Systems survey listed. A test of trend was performed over the 4 Overall Star Score categories for each individual domain.27 ‘Help available’ refers to whether help was available when needed; ‘Discharge Instructions’ refers to the quality of discharge instructions.23