"Told You So": What Words Are Most Commonly Associated with Negative and Positive Online Reviews of Hospitals?

February 27, 2019 | Strategic Insights for Health System


The single word most commonly associated with negative online hospital reviews is "told," according to a February 14, 2019, report in the Journal of General Internal Medicine. The authors retrospectively analyzed 51,376 reviews of U.S. hospitals posted on Yelp between May 2005 and March 2017, using a machine learning tool to identify word frequency and correlation to either one-star (negative) or five-star (positive) reviews. During the study period, 41.9% of reviews were one star and 31.6% were five stars.

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