Title: A Thumbs Up for Facebook Likes and Hospital Satisfaction
The digital era has expanded beyond individuals, with charities, businesses, and even feline companions maintaining active Facebook profiles. An intriguing study explored the connection between a hospital's Facebook 'likes' and its quality of care and patient satisfaction. The results? A positive correlation was discovered between online satisfaction (manifested through Facebook 'likes') and traditional patient satisfaction surveys. Shockingly, this connection was also found to influence mortality rates, suggesting a lower mortality rate in hospitals with a higher number of 'likes'.
Uncovering the Facts
Initially, it may seem that Facebook is an unconventional platform for assessing hospital care. Nonetheless, a study, published in the American Journal of Medical Quality, aimed to investigate if the thumbs-up icon symbolized actual approval of the hospital's care. Encouragingly, online satisfaction was positively associated with traditional survey-based patient satisfaction. More astonishing was the relationship between Facebook 'likes' and mortality rates. A higher average of 'likes' within the sample size was associated with a decrease in hospitals' mortality rates for heart attack patients.
To compile a list of hospitals for study, the researchers utilized the HHS Hospital Compare website, which compares the quality of care at over 4,000 hospitals across the US. In the New York metropolitan area, 40 out of the 82 hospitals had active Facebook pages, each varying in terms of followers, online community, and time spent on the platform. The research team then analyzed the 30-day mortality rates of heart attack patients using the Hospital Compare website and counted the number of 'yes' responses indicating 'definitely recommend' for these hospitals.
Limited data was missing only for 5 hospitals with Facebook Pages. The study's primary focus was on measuring departmental quality using 30-day mortality rates and patient satisfaction, which were the most comprehensive variables available. Interestingly, a small decrease in 30-day mortality correlates with almost 93 additional Facebook likes.
Despite the study's notable outliers, the majority of the hospital pages featured only a few hundred 'likes', making it questionable as to whether it accurately reflects user preferences.
The Question of Legitimacy
While the study highlights an intriguing connection, it's essential to consider its overall impact. The sample size of NYC hospitals may not represent hospitals in other major cities, such as San Francisco or Chicago, or those even closer to one's hometown. Age is a significant factor in this study as the Hospital Compare survey typically assesses recently discharged patients, whose average age is typically older than the average Facebook user.
Proponents of this study argue that it provides a tantalizing glimpse into the potential role of social media in healthcare and the capacity for platforms like Facebook to measure patient satisfaction. However, it's important to delve deeper into the idea of Facebook 'likes' serving as a proxy for hospital satisfaction. Critics argue that a large number of Facebook 'likes' may be more a result of public relations efforts rather than actual hospital quality [1][2].
In light of these findings and the inconsistencies within the data, the validity of using Facebook 'likes' as an indicator of hospital quality or satisfaction remains questionable.
Do you think Facebook 'likes' are a reliable indicator of hospital satisfaction? Would you 'like' a hospital on Facebook? Share your thoughts in the comments below, or tweet the author at @nicmcdermott.
Additional Insights
- Social Media in Healthcare: The use of social media in healthcare has shown promise in terms of patient engagement and education. Platforms like Facebook can help providers connect with their communities more effectively [2].
- Patient Satisfaction and Nurse Staffing: Studies reveal that adequate nurse staffing increases patient satisfaction, as patients are more likely to rate their care as excellent [1].
- Communications in Healthcare: Effective communication is integral in reducing medical errors, improving patient care, and ensuring patient satisfaction [3].
- Patient Experience and Engagement: Numerous research emphasizes the importance of positive patient experiences through education, experience champions, and feedback, which ultimately leads to higher hospital profitability [5].
These studies add depth to the broader conversation surrounding healthcare quality and patient satisfaction; however, they do not explicitly link Facebook 'likes' to these metrics. Future research is needed to better understand the role of social media platforms in assessing hospital care quality.
Sources:
[1] American Nurse Today; [2] Journal of Health Communication; [3] Health Affairs; [5] Current Aging Science
- The study in the American Journal of Medical Quality hinted at a possible connection between a hospital's Facebook engagement and its traditional patient satisfaction scores, as well as mortality rates.
- Addressing concerns about the legitimacy of using Facebook 'likes' as a hospital satisfaction indicator, critics argue that a high number of 'likes' may be more a reflection of public relations efforts rather than actual hospital quality.
- As social media continues to play a role in healthcare, it's crucial to explore ways to accurately assess hospital care quality, utilizing various metrics such as patient satisfaction surveys, nurse staffing levels, and effective communication strategies.
