Users who rate nursing homes on social media often use more service-oriented criteria than government officials do, say academic researchers who stacked facilities’ Yelp reviews against Nursing Home Compare rankings.
The study, the second by a team of gerontologists in California, examined 264 reviews of 51 nursing homes and tracked “code” phrases to see how often certain qualities were mentioned.
Key to the research were quality of care and staffing; physical facility and setting; resident safety and security; clinical care quality; and financial issues.
Nearly 54% of Yelp reviewers posted comments related to staff attitude and caring; about 29% posted comments related to staff responsiveness. Yelp reviewers also often posted about facilities’ physical environment, but they didn’t often focus on quality of care or resident safety.