From patient voices to policy: Data analytics reveals patterns in Ontario’s hospital feedback

Pourya Momtaz, Mohammad Noaeen, Konrad Samsel, Neil Seeman, Robert Cribb, Syed Ishtiaque Ahmed, Amol Verma, Dionne M Aleman and Zahra Shakeri

PLOS Digital Health, 2026, vol. 5, issue 2, 1-24

Abstract: Patient satisfaction is a central measure of high-performing healthcare systems, yet real-world evaluations at scale remain challenging. In this study, we analyzed 122,194 de-identified patient reviews from 45 Ontario general hospitals between January 2015 and July 2022. We applied a natural language processing (NLP) pipeline using a clinical named entity recognition (NER) model fine-tuned on biomedical literature to extract references to diseases, symptoms, and medical procedures from patient reviews. Geospatial analysis was conducted to examine sentiment patterns based on regional census data related to low-income status and visible-minority composition. Our primary objective was to investigate how the COVID-19 pandemic influenced patient satisfaction trends, with a specific focus on clinical units and hospitals serving marginalized populations. We assessed changes in the proportion of positive comments across time periods and socioeconomic groups using multivariate logistic regression.Our findings show that over 80% of the hospitals studied had fewer than 50% positive reviews, highlighting possible systemic gaps in patient needs. Interestingly, the proportion of negative reviews decreased during the COVID-19 pandemic, suggesting possible changes in patient expectations or increased appreciation for healthcare workers. However, certain units, such as dentistry and radiology, experienced more negative ratings as a proportion of their total reviews. ‘Anxiety’ emerged as a recurrent concern in negative reviews, especially during the start of the pandemic, pointing to the growing awareness of mental health needs. Based on our geospatial analysis, hospitals located in regions with higher percentages of visible minority and low-income populations initially saw higher positive review proportions before COVID-19, but this trend reversed after 2020. Our statistical models confirmed that these shifts were significant, particularly for low-income-serving hospitals. Collectively, these results demonstrate how large-scale unstructured data can identify fundamental drivers of patient satisfaction, while underscoring the urgent need for adaptive strategies to address anxiety and combat systemic inequities.Author summary: Understanding what patients think and feel about hospital care can lead to better health services and outcomes. We analyzed more than 120,000 patient reviews from 45 Ontario hospitals between 2015 and 2022. Our study combined text processing techniques to identify key concerns related to factors such as anxiety, billing difficulties, and interactions with staff. We also compared patient experiences before and during the COVID-19 pandemic, uncovering a drop in negative reviews and a rise in positive reviews. A particularly revealing finding was that hospitals located in regions with higher percentages of residents who are visible minorities and low-income groups received more positive feedback before the pandemic, but this trend reversed after the start of the pandemic. These patterns hint at deeper systemic issues, especially during times of crisis. By exploring the main drivers of satisfaction and dissatisfaction, our work highlights the need for healthcare services that prioritize kindness, clear communication, efficient operations, and equitable access for all. Lessons from this research could guide targeted improvements, ensuring that every patient, regardless of background or income, receives the compassionate and timely care they deserve. Our hope is that policymakers, hospital administrators, and community advocates will use these findings to shape policies that improve patient trust and well-being.

Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:plo:pdig00:0000739

DOI: 10.1371/journal.pdig.0000739

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