Abstract
ABSTRACT The COVID-19 pandemic challenged the US healthcare system in unprecedented ways. In previous work (Nemzer and Neymotin 2020), we examined pre-pandemic differences between online patient reviews of concierge and regular physicians. The present analysis employs new data and sentiment analysis to further explore the evolving relationship between physician concierge status and patient perception. In contrast with our previous findings regarding the time before COVID-19, we identify an inversion in the role of empathy as a key factor predicting patient reviews during the pandemic crisis. Our results shed light on likely trends in healthcare, particularly due to increasing income inequality.
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