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Social Media Ratings Linked to Lower Readmission Rates

March 13, 2015
by Gabriel Perna
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Hospitals with presence and high ratings on Facebook are less likely to have unplanned readmissions revealed a study from researchers at Massachusetts General Hospital.

The researchers analyzed data from Hospital Compare, a website from the Center for Medicare and Medicaid Services (CMS) that publicly lists 30-day readmission rates for 4,800 U.S. hospitals, to reach the conclusion. They looked at the seven percent of hospitals with significantly lower-than-average rates and those with higher-than-average rates, and compared that against their Facebook presence and ratings.

Low-readmission hospitals were more likely to have Facebook pages than were high-readmission hospitals - 93 percent versus 82 percent - and more than 80 percent of those in both groups with Facebook pages provided the five-star rating system. For those who were rated, each one-star increase in a hospital's Facebook rating was associated with a greater than five-fold increase in the likelihood that it would have a low, rather than a high readmission rate.

"We found that the hospitals in which patients were less likely to have unplanned readmissions within the 30 days after discharge had higher Facebook ratings than were those with higher readmission rates," McKinley Glover, M.D. lead author and a clinical fellow in the Massachusetts General Hospital (MGH) Department of Radiology, said in a statement. "Since user-generated social media feedback appears to be reflective of patient outcomes, hospitals and health care leaders should not underestimate social media's value in developing quality improvement programs."

He added that hospitals should be aware that social media ratings may influence patient perceptions of hospitals and potentially their health care choices. The study was published in the Journal of General Internal Medicine.

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"Major teaching hospitals were 14.3 times more likely to be in the high readmission rate group."

Do inner city indigent patients, who are less likely to be well-engaged in terms of continuity and more likely to be readmitted, rate their care on Facebook?

Are 20- and 30-something maternity patients in a community hospital in a upper-middle class bedroom community likely to be readmitted for any reason?

I would have liked to see controls for case mix and mean income of patients served by the hospital.

Hi there!Thank you so much for sharing this great, excellent and cool article. Social media has become an important way for institutions to communicate, both sending messages and receiving feedback with clients and with the general public. Hospitals and other health care organizations use social media for a variety of purposes, but there has been little investigation of whether hospitals ratings that patients and other consumers submit via social media accurately reflect patient satisfaction or the quality of care delivered. Comparison between the two groups revealed that each one-star increase in a hospital’s Facebook rating was associated with a greater than five-fold increase in the likelihood that it would have a low, rather than a high readmission rate.

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