New research, published in JAMA Network Open, found consumer reviews highlight recurrent patterns of discrimination within health care settings. Content analysis of consumer reviews of US acute care hospitals on yelp revealed recurrent themes of discrimination directed toward health care consumers not otherwise available in traditional hospital performance metrics. Analysis also highlighted evidence of discrimination directed from consumers toward health care staff.
The study assessed Yelp online reviews from January 1, 2011, to December 31, 2020, of 100 randomly selected acute care hospitals in the US. A total of 10,535 reviews were collected.
- Reporting of Discrimination by Health Care Consumers Through Online Consumer Reviews. JAMA Network Open. February 28 2022