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Table 3 Results from the sentiment analysis and the distribution among the five quantitative rating categories

From: A cross-sectional study assessing the association between online ratings and clinical quality of care measures for US hospitals: results from an observational study

Nr Category N Sentiment analysis of comments Quantitative RateMDs Overall Ratings
Positive Neutral Negative One star Two stars Three stars Four stars Five stars
1 General Impression of the care received 583 41.0% 4.5% 54.5% 21.3% 19.2% 16.0% 19.4% 24.2%
2 Demeanor Staff/Overall 248 46.8% 2.0% 51.2% 20.6% 17.7% 16.1% 18.5% 27.0%
3 Demeanor Nursing 168 36.9% 3.6% 59.5% 21.4% 21.4% 19.6% 19.6% 17.9%
4 Recommendation 152 21.7% 0.7% 77.6% 36.2% 23.7% 17.8% 5.9% 16.4%
5 Cleanliness of the facility 143 37.8% 2.8% 59.4% 32.2% 16.1% 14.0% 16.8% 21.0%
6 Demeanor Physicians 130 33.8% 1.5% 64.6% 21.5% 20.8% 22.3% 19.2% 16.2%
7 Wait time within hospital 127 7.1% 0.8% 92.1% 16.5% 33.9% 26.0% 16.5% 7.1%
8 Effectiveness of the hospital care 124 27.4% 3.2% 69.4% 22.6% 20.2% 21.0% 17.7% 18.5%
9 General Physicians 122 63.9% 7.4% 28.7% 19.7% 9.8% 17.2% 24.6% 28.7%
10 General Nursing 105 65.7% 12.4% 21.9% 7.6% 12.4% 20.0% 38.1% 21.9%
11 General Staff/Overall 102 67.6% 3.9% 28.4% 7.8% 8.8% 10.8% 28.4% 44.1%
12 Effectiveness of the staff care 95 15.8% 0.0% 84.2% 25.3% 31.6% 18.9% 12.6% 11.6%
13 Staff prompt Staff/Overall 89 40.4% 1.1% 58.4% 10.1% 25.8% 20.2% 19.1% 24.7%
14 Service 85 43.5% 2.4% 54.1% 10.6% 23.5% 18.8% 20.0% 27.1%
15 Unintended consequences 83 0.0% 0.0% 100.0% 33.7% 30.1% 26.5% 9.6% 0.0%
16 Facility Building 76 46.1% 7.9% 46.1% 14.5% 11.8% 23.7% 28.9% 21.1%
17 Care Effectiveness Physicians 73 12.3% 1.4% 86.3% 30.1% 26.0% 24.7% 13.7% 5.5%
18 Amount of Costs 57 1.8% 3.5% 94.7% 17.5% 26.3% 36.8% 17.5% 1.8%
19 Coordination of Care 54 16.7% 1.9% 81.5% 16.7% 38.9% 18.5% 11.1% 14.8%
20 Food 53 45.3% 3.8% 50.9% 13.2% 9.4% 15.1% 32.1% 30.2%