Exploring Change in Patient Sentiment and Health Care Access During COVID-19
TL/DR –
A study conducted by a team of LDI Fellows analyzed approximately 1.5 million Yelp reviews of 150,000 U.S. health care facilities from 2014 to 2023 to determine how patient sentiment towards these facilities changed before and after the COVID-19 pandemic. The study found that the proportion of positive reviews declined significantly post-COVID-19, with the sharpest decreases occurring in rural areas and areas with higher percentages of Black or White residents. In contrast, areas with larger Hispanic populations experienced less of a negative shift in patient sentiment.
The Impact of COVID-19 on Patient Sentiment Toward U.S. Healthcare Facilities
The COVID-19 pandemic has significantly disrupted the U.S. healthcare system affecting both service delivery and public perceptions. A study by a team of LDI Fellows investigated this change in sentiment by analyzing nearly 1.5 million Yelp reviews of health care facilities from 2014 to 2023. They found a significant decline in positive reviews post-COVID-19, especially in rural areas.
By using U.S. Census data and rural-urban commuting area codes, the researchers found that not only rural communities, but areas with a higher percentage of Black or White residents saw a sharp decline in positive reviews. Interestingly, areas with larger Hispanic populations experienced less of a negative shift.
Different communities faced distinct challenges in accessing and navigating the healthcare system post-pandemic. For example, complaints about insurance and billing problems increased in areas with more Black or Hispanic residents, while in predominantly White areas, negative reviews often cited longer wait times.
The research underscores the potential of online reviews to act as an “early warning system” for systemic issues in healthcare. The full Q&A with the research team can provide more insight into their findings and methodology.
The study, “Disparities by Race and Urbanicity in Online Health Care Facility Reviews,” was published in JAMA Network Open on November 22, 2024.
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