Online Consumer Reviews on Hearing Health Care Services: A Textual Analysis Approach to Examine Psychologically Meaningful Language Dimensions

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

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.

Exploring the Association Between Textual Parameters and Psychological and Cognitive Factors

Background

Textual data analysis has become a popular method for examining complex human behavior in various fields, including psychology, psychiatry, sociology, computer science, data mining, forensic sciences, and communication studies. However, identifying the most relevant textual parameters for analyzing complex behavior is still a challenge.

Goal of Study

This paper aims to explore potential textual parameters that could be useful in analyzing behavior through complex textual data. Furthermore, we have examined the randomly generated text based on different textual parameters.

Methods

To achieve this goal, we conducted a comprehensive review of the literature on textual data analysis and identified several potential topics that could be relevant, such as sentiment analysis, discourse analysis, lexical analysis, and syntactic analysis. We discuss the theoretical background and practical implications of each parameter and provide examples of how they have been used in previous research. Furthermore, we highlight the importance of considering the context in which these parameters are applied and the need for interdisciplinary collaboration to gain a deeper understanding of complex behavior through textual data analysis. Furthermore, we have provided Python code in the Supplementary Materials to facilitate a comprehensive analysis of such behaviors. In addition, to generate the text for analysis, we utilized ChatGPT 3.5 Turbo by requesting it to generate a random text of 1000 words divided into five paragraphs. Afterwards, we applied the provided Python code to analyze the randomly generated text.

Conclusion

Overall, this paper provides a foundation for researchers to identify relevant textual parameters to analyze complex human behavior in their respective fields such as linguistics, sociology, psychiatry, and psychology.

Identifying the mechanisms of patient-centred communication in secure messages between clinicians and cancer patients

Objective

Identify how patients and clinicians incorporate patient-centered communication (PCC) within secure messaging.

Methods

A random sample of 199 secure messages from patient portal communication between patients and clinicians were collected and analyzed. Via manual annotation, the task of tagging target words/phrases in text, we identified five components of PCC: information giving, information seeking, emotional support, partnership, and shared decision-making. Textual analysis was also performed to understand the context of PCC expressions within messages.

Results

Information-giving was the predominant (n = 346, 68.1%) PCC category used in secure messaging, more than double of the other four PCC codes, information-seeking (n = 82, 16.1%), emotional support (n = 52, 10.2%), shared decision making (n = 5, 1.0%), combined. The textual analysis revealed that clinicians informed patients about appointment reminders and new protocols while patients reminded clinicians about upcoming procedures and outcomes of test results conducted by other clinicians. Although less common, patients expressed statements of concern, uncertainty, and fear; enabling clinicians to provide support.

Conclusion

Secure messaging is mainly used for exchanging information, but other aspects of PCC emerge using this channel of communication.

Innovation

Meaningful discussions can occur via secure messaging, and clinicians should be mindful of incorporating PCC when communicating with patients through secure messaging.

Telehealth Talk on Reddit: Understanding How Language Use About Telemedicine Evolved Throughout the COVID-19 Pandemic

The COVID-19 health pandemic acted as a punctuated event that spurred rapid change in healthcare delivery, pushing us to adopt new socio-cultural norms and ways of communicating. The pandemic also altered several long-standing structures within healthcare organizations. To better understand peoples' perceptions of how the pandemic shifted technological structures within healthcare, this study examines a telemedicine (TM) Reddit forum. Analyzing language use on Reddit offered a bottom-up means of examining the public's feelings, understandings, and conceptualizations of TM. Studying language use provides rich insight into how people experience and make sense of the world around them. We specifically examined three time periods: (1) prior to the COVID-19 outbreak, (2) the two years at the center of the outbreak, wherein TM coverage increased-high-risk COVID, and (3) the point at which COVID-19 community risk levels largely diminished -low-risk COVID. Using LIWC, we studied around 1500 conversations posted in the TM forum from 2015 to 2022. Results reveal how people's language use and emotions surrounding TM meaningfully shifted over-time, along with the pandemic stages. Specifically, negative emotion language significantly increased and positive emotion language significantly decreased during Time 3-low-risk COVID. Use of body and health words increased throughout the time periods, and there were no significant differences in cognitive processing words use-which were used very frequently across all time periods. Theoretical and practical implications are offered.

Brand design in the era of 5g new media and its impact on consumers' emotional experience

Brand design is an important part for enterprises to improve brand awareness and attract consumers. If a company wants to develop for a long time, it must have a good brand image. Good brand design can make a deep impression on consumers, thereby promoting purchase intention. With the advancement of technology and the development of the times, traditional brand design can no longer meet the needs of consumers, and the design of brand experience has gradually become a trend. Incorporating emotional experience into brand design can influence consumers' brand decisions, and can also make consumers resonate with the brand, which in turn generates purchase behavior. New media is a media state produced within the framework of new technologies and technological development systems. In the context of the 5g new media era, this paper studies and analyzes brand design and its impact on consumers' emotional experience, aiming to change the traditional brand design method and provide new ideas for brand design. In addition, combined with new media technology and mathematical relational model, the brand design method based on consumer emotion is discussed. The results show that the brand design method proposed in this paper can increase the emotional experience of consumers and improve the brand praise by 7.3%.

Online Reviews of Hearing Aid Acquisition and Use: A Qualitative Thematic Analysis

PURPOSE

Online reviews have become increasingly common for consumers to share their experiences about products and to assist potential consumers with decision making. The current study was aimed to understand the hearing aid user experience from online consumer reviews using qualitative analysis.

METHOD

The study used a qualitative thematic analysis to analyze open text responses from consumers leaving hearing aid reviews on the http://www.HearingTracker.com website. One thousand three hundred seventy-eight online consumer hearing aid reviews (open-text responses) were extracted and analyzed.

RESULTS

Three domains emerged within the data set, containing 11 themes and 136 subthemes. Domain one (Clinical Processes) contained two themes: Hearing Assessment and Hearing Aid Acquisition. Domain two (The Device) contained five themes: Function, Performance, Physical, Device Management, and Maintenance. Domain three (The Person) contained four themes: Satisfaction, Quality of Life, Personal Adjustment, and Knowledge. The themes gave an understanding that there were a contribution of factors that formed part of a consumers hearing aid user experience.

CONCLUSIONS

Hearing aid users described a range of positive, negative, and neutral descriptions online about their hearing aid user experience and gave advice to fellow hearing aid users helping clinicians improve their hearing aid fitting skills in practice. These findings have implications to future product development as well as service delivery model in terms of developing strategies for fostering patient-centered audiological practice.

Hearing Aid Consumer Reviews: A Linguistic Analysis in Relation to Benefit and Satisfaction Ratings

Purpose Online reviews have been used by hearing aid owners to share their experiences and to provide suggestions to potential hearing aid buyers, although they have not been systematically examined. The study was aimed at examining the hearing aid consumer reviews using automated linguistic analysis, and how the linguistic variables relate to self-reported hearing aid benefit and satisfaction ratings. Method The study used a cross-sectional design. One thousand three hundred seventy-eight consumer hearing aid reviews (i.e., text response to open-ended question), self-reported benefit and satisfaction ratings on hearing aids in a 5-point scale with meta-data (e.g., hearing aid brand, technology level) extracted from the Hearing Tracker website were analyzed using automated text analysis method known as the Linguistic Inquiry and Word Count. Results Self-reported hearing aid benefit and satisfaction ratings were high (i.e., mean rating of 4.04 in a 5-point scale). Examining the association between overall rating and the key linguistic variables point to two broad findings. First, the more people were personally, socially, and emotionally engaged with the hearing device experience, the higher they rated their hearing device(s). Second, a minimal occurrence of clinic-visit language dimensions points to factors that likely affect benefit and satisfaction ratings. For example, if people mention paying too much money (money), their overall ratings are generally lower. Conversely, if people write about their health or home, the ratings were higher. There was no significant difference in linguistic analysis across different hearing aid brands and technology levels. Conclusions Hearing aid consumers are generally satisfied with their hearing device(s), and their online reviews contain information about social/emotional dimensions as well as clinic-visit related aspects that have bearing toward hearing aid benefit and satisfaction ratings. These results suggest that the natural language used by consumers provide insights on their perceived benefit/satisfaction from their hearing device.