What Makes Someone Rate an ED or Urgent Care Center as 5 Stars?

November 21, 2018 | Strategic Insights for Health System


​Patients use many of the same criteria when rating emergency departments (EDs) and urgent care centers, according to a study of Yelp reviews published November 2, 2018, in the Annals of Emergency Medicine. The authors analyzed 16,447 Yelp reviews of EDs and 84,502 Yelp reviews of urgent care centers to find the topics most likely to be found in 1-star or 5-star ratings. As a whole, EDs received significantly fewer 5-star ratings than urgent care centers (there were 4,437 five-star ratings for EDs, 27% of reviews; and 43,486 five-star ratings for urgent care, 51% of the reviews). In both settings, comfort, professionalism, facilities, pediatric care, and staff interactions were associated with 5-star reviews. In both settings, communication, telephone experience, waiting, billing, pain management, and diagnostic testing were associated with 1-star reviews.

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