Display Settings:

Format

Send to:

Choose Destination
See comment in PubMed Commons below
Health Serv Res. 2010 Dec;45(6 Pt 1):1602-13. doi: 10.1111/j.1475-6773.2010.01153.x.

Consumers' use of HCAHPS ratings and word-of-mouth in hospital choice.

Author information

  • 1Union Graduate College, 80 Nott Terrace, Schenectady, NY 12308, USA. huppertj@uniongraduatecollege.edu

Abstract

OBJECTIVE:

To investigate the impact of the HCAHPS report of patient experiences and word-of-mouth narratives on consumers' hospital choice.

DATA SOURCES:

Online consumer research panel of U.S. adults ages 18 and older. STUDY DESIGN/DATA COLLECTION/EXTRACTION METHODS: In an experiment, 309 consumers were randomly assigned to see positive or negative information about a hospital in two modalities: HCAHPS graphs and a relative's narrative e-mail. Then they indicated their intentions to choose the hospital for elective surgery.

PRINCIPAL FINDINGS:

A simple, one-paragraph e-mail and 10 HCAHPS graphs had similar impacts on consumers' hospital choice. When information was inconsistent between the HCAHPS data and e-mail narrative, one modality attenuated the other's effect on hospital choice.

CONCLUSIONS:

The findings illustrate the power of anecdotal narratives, suggesting that policy makers should consider how HCAHPS data can be affected by word-of-mouth communication.

© Health Research and Educational Trust.

PMID:
20698896
[PubMed - indexed for MEDLINE]
PMCID:
PMC3026949
Free PMC Article

Images from this publication.See all images (3)Free text

Figure 1
Figure 2
Figure 3
PubMed Commons home

PubMed Commons

0 comments
How to join PubMed Commons

    Supplemental Content

    Icon for Blackwell Publishing Icon for PubMed Central
    Loading ...
    Write to the Help Desk