Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach
Person-centered care focuses on the needs of the individual receiving care, and involves cooperation between patients and health professionals to develop and monitor care. This research demonstrates that online patient reviews provide a rich, real-time, and detailed source of patient experience that...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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SAGE Publishing
2025-07-01
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| Series: | Journal of Patient Experience |
| Online Access: | https://doi.org/10.1177/23743735251360471 |
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| _version_ | 1849251614332813312 |
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| author | Joseph G Taylor PhD Meghan P Leaver PhD Alex Griffiths PhD |
| author_facet | Joseph G Taylor PhD Meghan P Leaver PhD Alex Griffiths PhD |
| author_sort | Joseph G Taylor PhD |
| collection | DOAJ |
| description | Person-centered care focuses on the needs of the individual receiving care, and involves cooperation between patients and health professionals to develop and monitor care. This research demonstrates that online patient reviews provide a rich, real-time, and detailed source of patient experience that can be used for this purpose. This study also shows that unstructured online data can be quantified using machine learning and natural language processing to automatically flag and rate patient reviews. We describe a supervised learning approach, training a model on a large dataset of manually annotated patient reviews. We report model scores of 99% accuracy in predicting overall score, and 93% to 99% in predicting relevance to seven domains of patient experience, such as Effective Treatment, Fast Access, and Emotional Support. Furthermore, we show statistically significant alignment between these aggregated online patient reviews and HCAHPS star ratings—a “gold-standard” measure of care quality for hospitals in the United States. This approach enables benchmarking between health systems and evaluating the impact of interventions on patient experience, while quantifying and enhancing the patient-centeredness of care. |
| format | Article |
| id | doaj-art-e6119c98d2ae4639b9f705054be5fc79 |
| institution | Kabale University |
| issn | 2374-3743 |
| language | English |
| publishDate | 2025-07-01 |
| publisher | SAGE Publishing |
| record_format | Article |
| series | Journal of Patient Experience |
| spelling | doaj-art-e6119c98d2ae4639b9f705054be5fc792025-08-20T03:56:54ZengSAGE PublishingJournal of Patient Experience2374-37432025-07-011210.1177/23743735251360471Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated ApproachJoseph G Taylor PhD0Meghan P Leaver PhD1Alex Griffiths PhD2 PEP Health, London, UK PEP Health, London, UK PEP Health, London, UKPerson-centered care focuses on the needs of the individual receiving care, and involves cooperation between patients and health professionals to develop and monitor care. This research demonstrates that online patient reviews provide a rich, real-time, and detailed source of patient experience that can be used for this purpose. This study also shows that unstructured online data can be quantified using machine learning and natural language processing to automatically flag and rate patient reviews. We describe a supervised learning approach, training a model on a large dataset of manually annotated patient reviews. We report model scores of 99% accuracy in predicting overall score, and 93% to 99% in predicting relevance to seven domains of patient experience, such as Effective Treatment, Fast Access, and Emotional Support. Furthermore, we show statistically significant alignment between these aggregated online patient reviews and HCAHPS star ratings—a “gold-standard” measure of care quality for hospitals in the United States. This approach enables benchmarking between health systems and evaluating the impact of interventions on patient experience, while quantifying and enhancing the patient-centeredness of care.https://doi.org/10.1177/23743735251360471 |
| spellingShingle | Joseph G Taylor PhD Meghan P Leaver PhD Alex Griffiths PhD Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach Journal of Patient Experience |
| title | Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach |
| title_full | Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach |
| title_fullStr | Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach |
| title_full_unstemmed | Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach |
| title_short | Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach |
| title_sort | using online reviews to drive person centered care an hcahps validated approach |
| url | https://doi.org/10.1177/23743735251360471 |
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