人的参考和相关属性在积极和消极的Yelp医院评论中
Camilla Vásquez1, Melike Akay1
1University of South Florida, USA.
Communication & medicine
|April 7, 2025
概括
在Yelp上的患者评论通常集中在员工的互动上,而不仅仅是医疗保健. 分析显示,家庭成员经常写评论,负面反可能表明更广泛的医院问题.
科学领域:
- 医学沟通 医学沟通
- 话语分析是一种话语分析.
- 患者体验研究研究的研究.
背景情况:
- 之前的研究分析了Yelp评论的患者满意度,发现经常讨论非临床问题.
- 患者叙述通常强调人际互动和与医疗保健提供者和工作人员的沟通.
研究的目的:
- 为了对Yelp评论进行细致的话语分析.
- 了解患者如何描述与医生,护士和医院工作人员的互动.
主要方法:
- 分析了10家医院的100个积极和负面的Yelp评论.
- 话语分析侧重于语言模式和评论员特征.
主要成果:
- 评论通常是由家庭成员撰写的,而不是患者.
- 积极的评论提及个人的名字;负面的评论使用非个人语言.
- 用不同的语言策略来称赞医生 (形容词) 和护士 (动词).
- 负面评论详细介绍了医生,护士和工作人员的各种沟通行为.
- 关于员工的投诉可能表明有系统的组织问题.
结论:
- 耶尔普评论提供了超出临床结果的患者和家庭体验的见解.
- 评价的来源 (患者与家庭) 和情绪影响语言使用.
- 沟通行为是患者对医院护理评估的关键因素.
- 个人员工的投诉可能反映出医疗保健机构更大的组织缺陷.
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