Crowd-sourced hospital ratings are correlated with patient satisfaction but not surgical safety

Background: Hospital reviews posted online by patients are unsolicited and less structured than Hospital Consumer Assessment of Healthcare Providers and Systems surveys. The differences between online review platforms and their degrees of correlation with validated satisfaction and safety measures are unknown. Methods: We identified 515 large acute care teaching hospitals in the United States. We collected patient satisfaction results and postsurgical patient safety indicators from Hospital Compare. We also collected hospital star ratings (1-5) from Facebook, Google, and Yelp. Mean ratings were compared with paired t tests. Concordance between ratings websites, Hospital Consumer Assessment of Healthcare Providers and Systems scores, and surgical safety indicators were assessed with Pearson's correlation coefficient. Results: Mean Facebook ratings (3.81, interquartile range 3.5-4.3) were more favorable than Google (3.26, interquartile range 2.8-3.6) or Yelp (2.59, interquartile range 2.3-2.9). Facebook ratings were least strongly correlated with the Hospital Consumer Assessment of Healthcare Providers and Systems recommended hospital score (r = 0.356). Google was modestly correlated (r = 0.479), and Yelp was most strongly correlated (r = 0.500). The negative correlation between crowdsourced rating and composite safety indicator was too small to be meaningful on any platform. Conclusion: There is variation between platforms in consumer ratings of hospitals. Ratings on Facebook are more favorable than Google or Yelp. These are independently correlated with Hospital Consumer Assessment of Healthcare Providers and Systems scores. These findings suggest that unstructured consumer reviews generally reflect similar directionality as Hospital Consumer Assessment of Healthcare Providers and Systems satisfaction scores. Users should be aware of the significant difference between platforms. Consumer ratings platforms are not consistently correlated with postsurgical patient safety indicators, so online ratings may not reflect the safety of surgical care received. (c) 2021 Elsevier Inc. All rights reserved.

Automated summary

There are variations in consumer ratings of hospitals between different online platforms, with Facebook ratings being more favorable than Google and Yelp. These ratings are correlated with Hospital Consumer Assessment of Healthcare Providers and Systems scores but not consistently with postsurgical patient safety indicators.