Table 4.

Yelp differential language analysis topics associated with negative (1-star) labor and delivery reviews.

Yelp domain (determined by Yelp) and Yelp topic (topic terms)		Correlation, Pearson r	Example quote
Negative interactions
	Lack of agency (told, asked, didn’t, questions, wasn’t, couldn’t, rude, talk, telling, upset)	0.465	This review is for the prenatal clinic. I called this morning because I had been advised to do so by my Dr. The lady who answered the phone was extremely rude and unprofessional. Her exact words “ and your calling us for????” With the rudest tone I have ever heard from a healthcare professional. I was beyond shocked and will never go to their clinic.
	Being discharged (information, discharge, medications, papers, husband, refused, stated, physician, attending, signed)	0.321	Beware!!! Don't entrust this incompetent facility with your life!! Intake form - misspelling of name and incorrect recording of birth date so records could not be found until 4phone calls later…
Communication with hospital
	Calls (phone, call, number, person, message, answer, hold, office, transferred)	0.326	Horrible customer service. Called the operator to inquire about setting up a prenatal appointment to find an OBGYN and she told me to google them to find one I like! Ha what a joke.
	Reception (desk, front, asked, check, walked, minutes, arrived, paperwork)	0.305	Maternity receptionist is still rude as hell. Wife sent over by office for emergency monitoring.... She told us to wait while she finished putting stickers on a folder.
	Complaints to management (complaint, manager, response, letter, lack, contact, advocate, concerns, case, report)	0.296	I had a baby at [hospital name] in 2008. Horrible, scary, TRAUMATIC experience. Incompetence, unprofessionalism, and bad medicine…In spite of numerous conversations with various individuals at the hospital, and a lengthy grievance filed against the hospital with my insurance, no one at the hospital ever said “I'm sorry.”
Wait times
	Long wait (hours, waited, hour, finally, worst, sitting, triage, ridiculous)	0.409	Anyone giving this place 5 stars works here. Longest wait ever over 2 hours with a ectopic pregnancy. This place is horrible
Pain meds
	Medication (pain, meds, gave, prescription, morphine, prescribed, migraine, severe)	0.325	If you want to be constantly asked if you’re a drug addict while you cry in pain this is your place. Even at 43 under a Sutter West doctors care, had a baby there 3 months earlier have 9 years of [hospital name] medical records, and that still didn't help the staff treat not me like an addict until my x-Rays came back then it's like I'm so sorry here's some pills have a nice day call your doctor. :(
Would not recommend
	Unprofessional staff (worst, rude, terrible, awful, avoid, incompetent, horrible, place, unprofessional)	0.315	This Hospital is one of the worst hospitals in the [county name] county. Their staff is very rude. They almost killed my mother during child birth due to uneducated staff and negligence. DO NOT GO HERE! Not safe.
Specialized medical care
	Tests (test, results, sample, urine, lab, ordered, UTIa, negative)	0.342	I came in for my 8week old baby he had a temp. Of 101F I came in at 11pm and now it's 4:15 am we are still waiting on some results I know it does not take that long for something to come back about my baby knowing the baby haves a high temp.
	IVb (arm, hand, needle, IV, put, started, painful, stop, screaming, catheter, veins)	0.339	Never ever would I bring my baby to this hospital walked in my room and found a needle on the floor
	Kidney stones (kidney, pain, abdominal, severe, stomach, stone, meds, excruciating)	0.315	I went in for serious stomach pains while I was pregnant, the doctor said I had gall stones that needed to be removed via surgery, scheduled surgery for after my baby was born just to find out later that there was no gall stones, never did find out what sent me to the emergency room in debilitating pain while I was pregnant!

^aUTI: urinary tract infection.

^bIV: intravenous.