Abstract
Evaluation of Online Consumer Reviews of Hospitals and Experiences of Racism Using Qualitative Methods
Highlights
Racial disparities, the result of structural and interpersonal racism, represent a complex phenomenon present in all domains of health care.[1,2] techniques to measure the quantitative impact of structural racism on racial disparities exist, the measurement of interpersonal racism is limited in health care because of its subjective nature
This qualitative study was deemed exempt by the University of Pennsylvania institutional review board and informed consent was not required because of the public and retrospective nature of the consumer reviews
A study of Yelp consumer reviews on United States hospitals published between January 2010 to January 2020 was performed
Summary
The result of structural and interpersonal racism, represent a complex phenomenon present in all domains of health care.[1,2] techniques to measure the quantitative impact of structural racism on racial disparities exist, the measurement of interpersonal racism is limited in health care because of its subjective nature. The inability to measure interpersonal racism at the local level has limited the ability to improve racist patient experiences within health care. Prior work has demonstrated consumer reviews’ unique ability to highlight novel concepts not captured in traditional performance metrics and to impact consumer hospital selection.[3] Consumer reviews offer an opportunity to understand subjective perceptions of racism in health care in an unstructured and anonymous format. To demonstrate the potential role of consumer reviews in studying interpersonal racism in health care, we explored reviews of hospitals to better understand how consumers perceive and report racism
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