Yelp Hospital Reviews Capture More Consumer Experience Measures Than HCAHPS Surveys

The online rating platform Yelp may complement the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The domains included in Yelp reviews correspond to the majority of HCAHPS domains. Plus, Yelp reviews covered an additional twelve domains related to patient- and caregiver-centered experiences not found in HCAHPS. However, the majority of Yelp topics that most strongly correlate with positive or negative reviews are not measured or reported by HCAHPS.

These findings were reported in “Yelp Reviews Of Hospital Care Can Supplement And Inform Traditional Surveys Of The Patient Experience Of Care” by Benjamin L. Ranard, Rachel M . . .