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Perceptions of Hearing Health Care: A Qualitative Analysis of Satisfied and Dissatisfied Online Reviews.

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Title: Perceptions of Hearing Health Care: A Qualitative Analysis of Satisfied and Dissatisfied Online Reviews.
Authors: van Bruggen, Sanchia1, Bennett, Rebecca Jane2,3,4, Manchaiah, Vinaya1,5,6,7,8, Biagio-de Jager, Leigh1, Swanepoel, De Wet1,5,6 dewet.swanepoel@up.ac.za
Source: American Journal of Audiology. Jun2024, Vol. 33 Issue 2, p386-410. 25p.
Subject Terms: *Qualitative research, Cross-sectional method, Scale analysis (Psychology), Professionalism, Medical quality control, Consumer attitudes, Audiology, Judgment sampling, Evaluation of medical care, Descriptive statistics, Thematic analysis, Search engines, Data analysis software, Customer satisfaction
Geographic Terms: United States
Abstract: Purpose: The aim of this study was to examine the hearing health care experience of satisfied and dissatisfied consumers as reported on Google reviews. Method: Using qualitative thematic analysis, open-text responses from Google regarding hearing health care clinics across 40 U.S. cities were examined. During the original search, 13,168 reviews were identified. Purposive sampling led to a total of 8,420 five-star reviews and 321 one-star reviews. The sample consisted of 500 five-star (satisfied) and 234 one-star (dissatisfied) reviews, describing experiences with audiology clinics, excluding reviews related to ear, nose, and throat services; other medical specialties; and those not relevant to hearing health care. Results: Satisfied and dissatisfied consumer reviews yielded nuanced dimensions of the hearing health care consumer experience, which were grouped into distinct domains, themes, and subthemes. Six and seven domains were identified from the satisfied and dissatisfied reviews, encompassing 23 and 26 themes, respectively. The overall experience domain revealed emotions ranging from contentment and gratitude to dissatisfaction and waning loyalty. The clinical outcomes domain highlights the pivotal contribution of well-being and hearing outcomes to the consumer experience, while the standard of care domain underscores shared expectations for punctuality, person-centered care, and efficient communication. Facility quality, professional competence, and inclusive care were also highlighted across positive and negative reviews. Conclusions: Findings indicate dimensions of satisfied and dissatisfied hearing health care consumer experiences, identifying areas for potential service refinement. These consumer experiences inform person-centric service delivery in hearing health care. [ABSTRACT FROM AUTHOR]
Copyright of American Journal of Audiology is the property of American Speech-Language-Hearing Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Education Research Complete
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  Data: Perceptions of Hearing Health Care: A Qualitative Analysis of Satisfied and Dissatisfied Online Reviews.
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  Data: <searchLink fieldCode="AR" term="%22van+Bruggen%2C+Sanchia%22">van Bruggen, Sanchia</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22Bennett%2C+Rebecca+Jane%22">Bennett, Rebecca Jane</searchLink><relatesTo>2,3,4</relatesTo><br /><searchLink fieldCode="AR" term="%22Manchaiah%2C+Vinaya%22">Manchaiah, Vinaya</searchLink><relatesTo>1,5,6,7,8</relatesTo><br /><searchLink fieldCode="AR" term="%22Biagio-de+Jager%2C+Leigh%22">Biagio-de Jager, Leigh</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22Swanepoel%2C+De+Wet%22">Swanepoel, De Wet</searchLink><relatesTo>1,5,6</relatesTo><i> dewet.swanepoel@up.ac.za</i>
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  Data: <searchLink fieldCode="JN" term="%22American+Journal+of+Audiology%22">American Journal of Audiology</searchLink>. Jun2024, Vol. 33 Issue 2, p386-410. 25p.
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  Data: Purpose: The aim of this study was to examine the hearing health care experience of satisfied and dissatisfied consumers as reported on Google reviews. Method: Using qualitative thematic analysis, open-text responses from Google regarding hearing health care clinics across 40 U.S. cities were examined. During the original search, 13,168 reviews were identified. Purposive sampling led to a total of 8,420 five-star reviews and 321 one-star reviews. The sample consisted of 500 five-star (satisfied) and 234 one-star (dissatisfied) reviews, describing experiences with audiology clinics, excluding reviews related to ear, nose, and throat services; other medical specialties; and those not relevant to hearing health care. Results: Satisfied and dissatisfied consumer reviews yielded nuanced dimensions of the hearing health care consumer experience, which were grouped into distinct domains, themes, and subthemes. Six and seven domains were identified from the satisfied and dissatisfied reviews, encompassing 23 and 26 themes, respectively. The overall experience domain revealed emotions ranging from contentment and gratitude to dissatisfaction and waning loyalty. The clinical outcomes domain highlights the pivotal contribution of well-being and hearing outcomes to the consumer experience, while the standard of care domain underscores shared expectations for punctuality, person-centered care, and efficient communication. Facility quality, professional competence, and inclusive care were also highlighted across positive and negative reviews. Conclusions: Findings indicate dimensions of satisfied and dissatisfied hearing health care consumer experiences, identifying areas for potential service refinement. These consumer experiences inform person-centric service delivery in hearing health care. [ABSTRACT FROM AUTHOR]
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  Data: <i>Copyright of American Journal of Audiology is the property of American Speech-Language-Hearing Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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        Value: 10.1044/2024_AJA-23-00180
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        Text: English
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      – SubjectFull: Scale analysis (Psychology)
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      – SubjectFull: Audiology
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              Text: Jun2024
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