A cross-sectional analysis of Yelp and Google reviews of hospitals in the United States.

Patient satisfaction is now an important metric in emergency medicine, but the means by which satisfaction is assessed is evolving. We sought to examine hospital ratings on Google and Yelp as compared to those on Medicare's Care Compare (CC) and to determine if certain hospital characteristics are associated with crowdsourced ratings. We performed a cross-sectional analysis of hospital ratings on Google and Yelp as compared to those on CC using data collected between July 8 and August 2, 2021. For each hospital, we recorded the CC ratings, Yelp ratings, Google ratings, and each hospital's characteristics. Using multivariable linear regression, we assessed for associations between hospital characteristics and crowdsourced ratings. We calculated Spearman's correlation coefficients for CC ratings versus crowdsourced ratings. Among 3000 analyzed hospitals, the median hospital ratings on Yelp and Google were 2.5 stars (interquartile ratio [IQR], 2-3) and 3 stars (IQR, 2.7-3.5), respectively. The median number of Yelp and Google reviews per hospital was 13 and 150, respectively. The correlation coefficients for Yelp and Google ratings with CC's overall star ratings were 0.19 and 0.20, respectively. For Yelp and Google ratings with CC's patient survey ratings, correlation coefficients were 0.26 and 0.22, respectively. On multivariable analysis, critical access hospitals had 0.22 (95% confidence interval [CI], 0.14-0.30) more Google stars and hospitals in the West had 0.12 (95% CI, 0.05-0.18) more Google stars than references standard hospitals. Patients use Google more frequently than Yelp to review hospitals. Median UnS hospital ratings on Yelp and Google are 2.5 and 3 stars, respectively. Crowdsourced reviews weakly correlate with CC ratings. Critical access hospitals and hospitals in the West have higher crowdsourced ratings.

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© 2023 The Authors. JACEP Open published by Wiley Periodicals LLC on behalf of American College of Emergency Physicians.

Déclaration de conflit d'intérêts

Tony Zitek and Joseph Bui conceived the study and designed the study. Tony Zitek and Brijesh Patel supervised the conduct of the data collection. Joseph Bui, Christopher Day, Sara Ecoff, and Brijesh Patel collected the data, including quality control. Tony Zitek provided statistical advice and analyzed the data. Tony Zitek drafted the manuscript and all authors contributed substantially to its revision. Tony Zitek takes responsibility for the article as a whole.The authors declare no conflicts of interest.