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Improving Hospital Reputation Through Text Analysis

Deborah Kewon

Business Intelligence Analyst

Community Medical Centers

Fresno, California

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AGENDA

About Us

Background & Objective

Methods

Current State

Findings & Actionable Insights

Future Plans

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About Us

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Community Health System – Fresno, CA

2021 Statistics

Employees: 9,030 | Affiliated Physicians:1,865
Admissions: 54,700 | ED Visits: 159,540
Inpatient & Outpatient Surgical Procedures: 25,377

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Background

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Why care about Google reviews?

Google reviews became an important factor in people’s decision making including choosing a hospital/clinic
Unlike traditional surveys, Google reviews contain specific reasons and details as to why
Google reviews are also written by patients’ family members

Objective

To improve patient/family satisfaction and hospital reputation through text analysis

Happy Patients, Happy Employees!

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Methods

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497 Google Reviews from 2014 to 2022 (up to June 14th)

Data Extraction

Data Preparation

Data Modeling

Visualization & Analysis

- Tokenization

- Punctuation Removal

- Stop Words Filtering

- Stemming

- Regular Expression

- Part of Speech (POS) Tagging

- Term Frequency-Inverse Document Frequency (TF-IDF)

TF: term count/document word count

IDF: log (# of documents/ # of documents with term)

- Latent Dirichlet Allocation (LDA)

Identifying topics that best represent a document using co-occuring words

Python

Tableau

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Current State

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Overview

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* 2022: expected average rating & review count - 2.6 & 68; current - 2.8 & 46 (1/1/2022 - 6/14/2022)

Review volume is expected to increase again after a sharp drop in 2020

Rating has never been 3.0 or above since 2014

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Hospital Review Sentiments

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The majority of hospital reviews are either negative or positive (mainly 1 star or 5 stars)

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Hospital Reviews by Family

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32.5% of hospital reviews with comments were written by family members

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Reviews With Comments

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Reviewers with negative sentiment are more likely to leave comments - More Vocal

more public engagement with a negative review with a comment

The average number of likes per negative review with a comment is 5x higher than a positive review with a comment

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Findings & Actionable Insights

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Top 15 Most Relevant Words (TF-IDF)

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General terms such as “Hospital” & “Nurse” are the top 2 words in all reviews, across sentiments
“Wait” and “Hour” are the next most relevant words in negative reviews
“Staff” and “Very” are the next most relevant words in positive reviews; “Thank” is unique to positive reviews

Negative

Neutral

Positive

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Topic Modeling (LDA)

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Sentiment	Top 5 Words	Possible Topics
Negative	ER, Time, Emergence, Day, Hour Hospital, Pain, People, Worst, Medication Room, Rude, Place, Wait, Bad Patient, Doctor, Care, Medic, Service	Time in ER Pain Management Waiting in Room Doctor Care/Treatment
Neutral	Hospital, Doctor, Room, Wait, Dr Nurse, ER, Hour, Help, Long Time, Someone, Check, Clean, Drip Great, Staff, Care, Service, Patient	Waiting for Doctors Time in ER Drip Check Hospital Staff
Positive	Labor, More, Delivery, Time, Good Nurse, Friend, Thank, Nice, Daughter Staff, Everyone, Care, Place, Great Excel, Amazing, Professional, Medical, Doctor	Labor and Delivery Friend/Family Care Hospital Staff Professionalism

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Negation - Negative Sentiment

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“no one” is the most mentioned negated bi-gram in negative reviews
50% of “no one” comments include issues of communication & responsiveness in the waiting area

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Negation - Positive Sentiment

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Positive reviews include a smaller size of negated bi-grams than negative reviews
“Never Been” is the most mentioned negated bi-gram in positive reviews

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Potential Initiatives

Known Issues:

Waiting Time in Waiting Area & ER
Communication & Responsiveness in Waiting Area

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Virtual Waitlist

Receive a text/ call when it is your turn to see a doctor.
Check where you stand in line
Minimize exposure to COVID-19 and other infection
Simple instructions and status updates via text

* ER – Only Low Severity

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Hospital Response Time

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Responding within 3 days is ideal considering that the hospital doesn’t respond to reviews on weekends
Only 56% of reviews were responded within 3 days
Delay in responding can generate more negative reviews

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No Hospital Responses

Reviews with no comments are never responded to by the hospital
There are 79 (16% of total) reviews with no comments that did not receive responses
Important to engage by addressing issues in negative reviews and showing gratitude to positive reviews

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Future Plans

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Automated Dashboard

Collaborate with the Marketing & Communications Department to monitor sentiments and trends in topics after initiatives

Supplement to CMS Hospital Star Rating & HCAHPS*

Capture the whole picture using both traditional surveys & Google reviews

More Research and Analysis

Detect mixed emotions in one review

* HCAHPS: Hospital Consumer Assessment of Healthcare Providers and Systems

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Questions?

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THANK

YOU

Deborah Kewon

Community Medical Centers

dkewon@communitymedical.org