Hospitality at the hospital – 321 reviews of LAC + USC Medical Center

What does people think of the LAC + USC Medical Center?

Photo by: Tedder

LAC + USC Medical Center is one of the largest public hospitals in the US. LAC stands for Los Angeles County and USC stands for the University of Southern California. The 600-bed Medical Center is one of the premier academic teaching hospitals in the country. With their Violence Intervention Program, they help over 20 000 victims of family violence and sexual assault each year.

We wanted to see what we could learn about one of the largest public hospitals in the US. We took 321 reviews about LAC + USC Medical Center posted on Google and ran them through Gavagai Explorer. Some things we learned were really interesting!

Here are 3 things we found interesting!

The topic “wait” is negative for the overall grade. Waiting times are mentioned in 23% of all reviews. The average grade for “wait” is 2,21 / 5 and the overall average grade is 3 / 5.

“Staff” is a positive topic for the overall grade. The top four emotive words connected with the “staff” are “great”, “excellent”, “nice” and “helpful”. “Staff” has an average grade of 3,46 / 5 and the overall average grade is 3 / 5. Other more specific topics about the staff like “nurses” and “doctors” are also positive drivers for the overall grade.

One topic that is significantly negative to the overall grade is “called”. “Called” has an average grade of 1,75 / 5 and the overall average grade is 3 / 5.

What can be learnt from this?

Mainly there are positives about the “staff”. The negative opinions about the topic “wait” however, indicates that the staff might have too much to do. It could be a good idea to try to figure out why people complain about waiting times. Is it just a matter of impatiens or are there more patients than the hospital can handle?

Unfortunately “called” doesn’t just include phone calls. There is one example of racist abuse where people were called bad things. This draws down the average grade for the topic. “Called” would still be a negative driver without this but maybe not this bad. It might be wise to take a look at both how calls are handled and this specific incident.

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Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.