Perceptions of Hearing Health Care: A Qualitative Analysis of Satisfied and Dissatisfied Online Reviews-Reference-Cited by-同舟云学术

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

Published:2024-06-04 Issue:2 Volume:33 Page:386-410
ISSN:1059-0889
Container-title:American Journal of Audiology
language:en
Short-container-title:Am J Audiol

Author:

van Bruggen Sanchia¹^ORCID,Bennett Rebecca Jane²³⁴^ORCID,Manchaiah Vinaya¹⁵⁶⁷⁸^ORCID,Jager Leigh Biagio-de¹^ORCID,Swanepoel De Wet¹⁵⁶^ORCID

Affiliation:

1. Department of Speech-Language Pathology and Audiology, University of Pretoria, South Africa

2. National Acoustic Laboratories, Macquarie University, Sydney, New South Wales, Australia

3. enAble Institute, Curtin University, Perth, Western Australia, Australia

4. Ear Science Institute Australia, Subiaco, Western Australia, Australia

5. Virtual Hearing Lab (a collaborative initiative between the University of Colorado and the University of Pretoria), Aurora, CO

6. Department of Otolaryngology–Head and Neck Surgery, University of Colorado School of Medicine, Aurora

7. UCHealth Hearing and Balance, University of Colorado Hospital, Aurora

8. Department of Speech and Hearing, School of Allied Health Sciences, Manipal University, India

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.

Publisher

American Speech Language Hearing Association

Link

https://pubs.asha.org/doi/pdf/10.1044/2024_AJA-23-00180

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