Characterizing the Relationship Between Hospital Google Star Ratings, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Scores, and Quality

Google searches for hospitals typically yield a Google star rating (GSR). These ratings are an important source of information for consumers. The degree to which GSRs are associated with traditional quality measures has not been evaluated recently. We sought to characterize the relationship between...

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Bibliographic Details
Published inJournal of patient experience Vol. 9; p. 23743735221092604
Main Authors Ellenbogen, Michael I., Ellenbogen, Paul M., Rim, Nayoung, Brotman, Daniel J.
Format Journal Article
LanguageEnglish
Published Los Angeles, CA SAGE Publications 01.04.2022
Sage Publications Ltd
SAGE Publishing
Subjects
Hospitals
Patient Experience Research Brief
Patient safety
Patient satisfaction
Quality of care
Ratings & rankings
patient satisfaction
Google star ratings
patient safety
online hospital reviews
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Summary:Google searches for hospitals typically yield a Google star rating (GSR). These ratings are an important source of information for consumers. The degree to which GSRs are associated with traditional quality measures has not been evaluated recently. We sought to characterize the relationship between a hospital’s GSR, its Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores, and Centers for Medicare and Medicaid Services (CMS) quality measures. We found a moderate association between a hospital’s GSR and its HCAHPS score. The relationship between a hospital’s GSR and CMS quality measures was statistically significant, but the magnitude was quite low. Our findings suggest that consumers should not use GSRs as a hospital quality proxy.
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ISSN:2374-3735
2374-3743
DOI:10.1177/23743735221092604