COVID-19 changed everyone’s dynamic. From patients not being able to undergo elective procedures, to hospitals staying at the brink of exhaustion due to the shortage of personnel and vital ventilator machinery. Patient feedback in healthcare is on the rise.
We scraped Google Reviews for honest patient experience feedback. That was the most efficient way to compare how things have changed from a patient’s perspective prior and after the coronavirus outbreak. Our prime focus were large hospitals in Europe, whereas our research covered the time between February 2020 and August 2020.
Within the reviews, we’ve identified multiple drivers which encouraged the users to leave their feedback. These varied from quality of medical care and on-time appointments, to parking and quality of food.
TABLE OF CONTENTS
1.
Helios Hospital was the first we scraped for patient experience feedback. Whilst hospitals around the globe have been struggling with a shortage of personnel and vital equipment and consumables, the German Helios seems to handle well the post-coronavirus recovery.
- Average Rating: 3.7 / 5
- Number of Reviews: 31
- Focus Market: Germany
- Facilities Reviewed: Helios Hospital Berlin – Buch
The average rating is 3.7, having summarised all of our 9 categories. The ones that acquired most comments during both periods didn’t show significant changes in ratings. Apart from quality of medical care, staff attitude and quality of food, patients left comments about on-time appointments and customer service and follow-ups. Both shifted from negative in February to positive in April, May and June.
| Quality of Medical Care | Staff Attitude | On-Time Appointments |
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Positive Patient Review
“I retained thyroid-CA painful scars. By chance I ended up in plastic surgery in Berlin Buch. I was well looked after from the first contact until yesterday’s surgery. I can still report a lot about the result, but according to the great doctors on site, it looks pretty good.[…]”
Negative Patient Review
“After 6 hours !!!! my daughter was examined, who obviously had one broken finger.”
2.
According to its Google reviews, HCA Healthcare UK is thriving among its patients. Having established a bad rep in the beginning of the year, the feedback changed significantly amid the COVID-19 crisis. The hospital improved across all 9 major categories, with the strongest shift in quality of medical care and staff attitude.
- Average Rating: 3.6 / 5
- Number of Reviews: 31
- Focus Market: United Kingdom
- Facilities Reviewed: London Bridge Hospital, Portland Hospital & Lister Hospital
Aside of these two, patients shared their feedback on quality of food, pricing and customer service.
| Staff Attitude | Quality of Medical Care | Pricing |
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Positive Patient Review
“It is the best hospital that I have ever seen. Here doctors treat the patients with love and care. I have no words to say but seriously I want to recommend this hospital to cancer patients.“
Negative Patient Review
“Went today with high fever and they did a wrong diagnosis (worst condition I was) then I asked to be sent to a public hospital as they’d charge me 7,000£ to stay overnight (and I didn’t need to). Anyway staff also seemed to be out of love island and didn’t communicate to each other.[…] Never again”
3.
On the contrary of the previous two hospitals, Karolinska Hospital’s patient experience feedback varies. Going from a solid 3 in February with a significant change of reviews in March and April to 4.5 and 4 in June, Karolinska’s July reviews dropped to 3 again.
- Average Rating: 3.4 / 5
- Number of Reviews: 27
- Focus Market: Sweden
- Facilities Reviewed: Huddinge Hospital Karolinska & NYA Karolinska, Solna
Patients complained about customer service, follow-up practices and on-time appointments, whereas the positive reviews covered the quality of medical care and staff attitude.
| Staff Attitude | Quality of Medical Care | On-Time Appointments |
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Positive Patient Experience
“Extremely helpful and we’l mannered staff. Hats off to all nurses for their dedication and respectful behaviour.”
Negative Patient Experience
“If I have an appointment at 13.00, why I must to wait 40 minutes more?
Punctuality ZERO.”
4.
Medicover is the largest facility network of hospitals and medical centres from all 4 within our research. With over 100 medical centres, Medicover’s reviews covered all 9 major categories and beyond. The average patient experience, according to the reviews we scraped through our advanced text analytics is 3.6, being one of the highest of all 4 hospitals.
- Average Rating: 3.6 / 5
- Number of Reviews: 51
- Focus Market: Poland
- Facilities Reviewed: Medicover Warsaw & Medicover Center
| Hygiene | Quality of Medical Care | Pricing |
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Positive Patient Experience
“A great modern hospital with competent staff. Unfortunately, in 22 years I have quite a serious arrhythmia, arrhythmia ablation was performed at the Medicover hospital. […] Great conditions for patients. I would also like to thank the employees of the Cardiology Department. […] Nurse Anna Linde took care of me professionally, as well as the entire nursing team. In general, I have a very good experience, arrhythmia subsided, I signed out in good condition.Thanks again and best regards!”
Negative Patient Experience
“I paid PLN 300 for removing a tick in a child! To the question of where did this price come from, that it is a task for the surgeon. It took the doctor a minute to remove the tick. I am grateful for your help, yes. It’s great that they take emergency service without queues and with such a tick, but PLN 300 ?! I paid because I was panicked with this small tick, but guys, so much money?”
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