Table 4.

Relationships between Yelp score and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings and individual HCAHPS domains

Overall star score category	1 or 1.5 stars (n=11), %	2 or 2.5 stars (n=47), %	3 or 3.5 stars (n=131), %	4, 4.5, or 5 stars (n=81), %	p Value for trend
Percent 9 or 10 overall HCAHPS rating	52	61	65	70	p<0.001
Communication with nurses*	62	68	70	74	p<0.001
Pain control*	57	64	66	69	p<0.001
Help available*	46	54	56	59	p<0.001
Communication with doctors*	71	76	77	78	p<0.001
Medications explained*	52	54	57	58	p<0.001
Discharge instructions*	76	79	80	82	p=0.001
Clean room*	60	64	65	68	p<0.001
Quiet room*	45	49	49	53	p<0.001

Hospitals with >5 Yelp ratings (n=270) were analysed.

^*Percents are the mean percentages of patients who ‘always’ had a positive experience with respect to the individual domain item of the Hospital Consumer Assessment of Healthcare Providers and Systems survey listed. A test of trend was performed over the 4 Overall Star Score categories for each individual domain.²⁷ ‘Help available’ refers to whether help was available when needed; ‘Discharge Instructions’ refers to the quality of discharge instructions.²³