Perceptions of hearing health care : a qualitative analysis of satisfied and dissatisfied online reviews

dc.contributor.authorVan Bruggen, Sanchia
dc.contributor.authorBennett, Rebecca Jane
dc.contributor.authorManchaiah, Vinaya
dc.contributor.authorBiagio-de Jager, Leigh
dc.contributor.authorSwanepoel, De Wet
dc.date.accessioned2024-08-27T05:30:56Z
dc.date.issued2024-06
dc.descriptionDATA AVAILABILITY STATEMENT : The datasets generated and or analyzed during the current study are available from the corresponding author on reasonable request.en_US
dc.description.abstractPURPOSE : 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.en_US
dc.description.departmentSpeech-Language Pathology and Audiologyen_US
dc.description.embargo2024-09-14
dc.description.librarianhj2024en_US
dc.description.sdgSDG-03:Good heatlh and well-beingen_US
dc.description.urihttps://pubs.asha.org/journal/ajaen_US
dc.identifier.citationVan Bruggen, S., Bennett, R.J., Manchaiah, V. et al. 2024, 'Perceptions of hearing health care: a qualitative analysis of satisfied and dissatisfied online reviews', American Journal of Audiology, vol. 33, no. 2, pp. 386-410, doi : 10.1044/2024_AJA-23-00180.en_US
dc.identifier.issn1059-0889 (print)
dc.identifier.issn1558-9137 (online)
dc.identifier.other10.1044/2024_AJA-23-00180
dc.identifier.urihttp://hdl.handle.net/2263/97876
dc.language.isoenen_US
dc.publisherAmerican Speech-Language-Hearing Associationen_US
dc.rights© 2024 American Speech-Language-Hearing Association.en_US
dc.subjectHearing health careen_US
dc.subjectGoogle reviewsen_US
dc.subjectSDG-03: Good health and well-beingen_US
dc.subjectConsumer dissatisfactionen_US
dc.subjectConsumer feedbacken_US
dc.subjectConsumer satisfactionen_US
dc.subjectOnline consumer reviewsen_US
dc.titlePerceptions of hearing health care : a qualitative analysis of satisfied and dissatisfied online reviewsen_US
dc.typePostprint Articleen_US

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