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Related Experiment Video

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Reverse Total Shoulder Arthroplasty
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Negative Patient-Experience Comments After Total Shoulder Arthroplasty.

Mariano E Menendez1, Jonathan Shaker1, Sarah M Lawler2

  • 1Department of Orthopaedic Surgery, New England Baptist Hospital, Tufts University School of Medicine, Boston, Massachusetts.

The Journal of Bone and Joint Surgery. American Volume
|February 26, 2019
PubMed
Summary

Patient narratives reveal key areas for improvement after total shoulder arthroplasty (TSA). Negative comments focused on room conditions and communication, highlighting opportunities to enhance patient-centered care and hospital experience.

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Area of Science:

  • Orthopaedic Surgery
  • Patient Experience Research
  • Health Informatics

Background:

  • Growing interest in improving patient experience post-orthopaedic surgery.
  • Patient narratives offer valuable insights into care quality.
  • Limited prior analysis of patient comments after total shoulder arthroplasty (TSA).

Purpose of the Study:

  • To analyze negative patient comments following TSA using machine learning.
  • To identify factors associated with negative feedback.
  • To explore the relationship between comments, satisfaction, and outcomes.

Main Methods:

  • Utilized an institutional registry linking TSA patient data (2016-2017) with satisfaction surveys.
  • Applied machine learning (natural language processing) to classify comment sentiment.
  • Themed negative comments and used logistic regression to find associated factors.

Main Results:

  • 32% of patient comments were negative; themes included room condition, time management, and communication.
  • Women and sicker patients were more likely to post negative comments.
  • Negative comments correlated with dissatisfaction in overall care and pain management but not functional outcomes.

Conclusions:

  • Patient narratives highlight critical areas for improving the TSA care process.
  • Improving the hospital environment, communication, and efficiency enhances patient-centered care.
  • Patient satisfaction, while important, may not directly reflect clinical outcomes.