Positive review analysis
Review collection
Building on the previous blog post, where we discussed the use of AI in digital marketing, this analysis will focus on using AI to evaluate customer reviews for Avera Health. We will be using ChatGPT to analyze selected Google Maps customer reviews by entering specific prompts and examining the feedback, starting with positive reviews.
Analyzing positive reviews
First analysis
To start the first analysis, I began by going to Google Maps and searching for Avera Health, located in Sioux Falls, SD. I then found the review section, and I set the sort filter to the highest ratings. I then copied and pasted A portion of the highest reviews for ChatGPT. Next, I inserted the following specific prompt into ChatGPT, followed by the positive Google Map reviews. The prompt I inserted was: What are the customers most satisfied with based on the reviews? This is the result ChatGPT found using the information.
Based on these reviews, customers seem most satisfied with the staff and quality of care.
The biggest satisfaction themes are:
1. Caring, compassionate nurses and doctors
This is the strongest pattern by far. Reviewers repeatedly mention that nurses, doctors, and care teams were:
- caring
- compassionate
- kind
- friendly
- attentive
- respectful
- genuine
Examples include comments like “they actually care,” “amazing nurses and doctors,” “angels for sure,” and “best care.”
2. High-quality medical care and expertise
Many reviews praise the hospital for:
- saving lives
- excellent ICU and ER care
- strong surgical care
- knowledgeable providers
- well-trained staff
- effective treatment during critical situations
People especially appreciated feeling they were “in good hands” during serious or emergency situations.
3. Communication and support
Customers were also very happy with staff who:
- explained things clearly
- answered questions
- helped families understand what was happening
- took time with patients
- made people feel supported during stressful moments
This comes up in reviews about ICU, pregnancy care, emergency care, and specialty treatment.
4. Friendliness and professionalism
Many reviewers mention that employees were:
- polite
- professional
- helpful
- welcoming
- easy to work with
This includes not only doctors and nurses, but also reception, security, records staff, and other support staff.
5. Specialized and critical care areas
Several departments get specific praise, especially:
- ICU
- ER
- maternity/pregnancy care
- surgery/surgical center
- cancer care
- mental/behavioral health
- NICU
This suggests customers are especially satisfied when Avera handles serious or complex cases.
6. Cleanliness and comfort
A smaller but still noticeable theme is satisfaction with:
- a clean hospital
- a welcoming environment
- good food
- quick valet/helpful navigation
Overall conclusion
Customers are most satisfied with the compassionate staff, especially nurses and doctors, along with the hospital’s strong quality of care during serious medical situations.
Avera Health impresses its patients with their “caring staff”, high-quality medical care, and their “support and communication”.
Second Analysis
This second analysis involves looking at the best reviews and examining the words associated with these reviews. To do this, I entered another specific prompt into ChatGPT. The prompt was: Extract positive keywords from those reviews, and analyze the frequency and associations of these keywords. This was ChatGPT’s response:
Here’s a review-based positive keyword extraction and association analysis from the reviews you pasted.
Because the reviews are informal and some repeat, these are approximate frequency counts based on the visible text.
Most common positive keywords
| Positive keyword/theme | Approx. frequency | What it suggests |
|---|---|---|
| care / caring | 20+ | Patients most value feeling cared for emotionally and physically |
| nurses / nursing staff | 18+ | Nurses are the most frequently praised group |
| doctors | 12+ | Doctors are strongly associated with trust and expertise |
| staff | 12+ | Overall hospital team leaves a positive impression |
| amazing | 10+ | Strong emotional praise for the experience |
| friendly | 8+ | Patients appreciate warmth and approachability |
| helpful | 8+ | Staff are seen as useful, responsive, and supportive |
| professional | 6+ | Reviews reflect confidence in staff competence |
| kind / kindness | 6+ | Emotional sensitivity matters a lot to patients |
| compassionate / compassion | 6+ | Patients connect quality care with empathy |
| attentive | 5+ | Responsiveness is important to satisfaction |
| knowledgeable / informative / well trained | 5+ | Expertise and communication drive trust |
| respectful | 4+ | Patients value being treated with dignity |
| excellent / outstanding / top notch / phenomenal / superb | 10+ | Reviews use strong performance words repeatedly |
| clean | 3+ | Cleanliness supports the positive hospital image |
| quick / timely / seen quickly | 4+ | Speed and efficiency add to satisfaction |
| comfortable / at home / good hands | 5+ | Emotional safety is a key theme |
Strongest positive themes
1. Compassionate care
The most dominant language centers on:
- care
- caring
- compassion
- kind
- genuine
- sweet
- polite
This suggests customers are especially satisfied with the hospital’s human side of care, not just clinical outcomes.
2. Nursing excellence
“Nurses” appears more often than any other staff role. Common words associated with nurses include:
- amazing
- caring
- friendly
- attentive
- top notch
- angels
- best
This shows that nursing staff are the main driver of positive patient satisfaction.
3. Trust in medical expertise
Doctors and medical teams are often described as:
- knowledgeable
- informative
- competent
- well trained
- professional
- excellent
This means patients associate Avera with strong clinical ability, especially in serious cases like ICU, surgery, pregnancy complications, cancer, and emergency care.
4. Emotional reassurance during stressful situations
A lot of reviews involve high-stress experiences, and positive keywords cluster around reassurance:
- good hands
- comfortable
- helped us understand
- answered questions
- actually care
- saved my life
This suggests satisfaction is strongly tied to the hospital’s ability to make patients and families feel safe, informed, and supported.
Keyword associations
Here are the main positive keyword pairings that show up together:
Nurses → caring, amazing, attentive, kind, friendly
This is the strongest association in the dataset.
Patients frequently connect nurses with both emotional support and quality service.
Doctors → knowledgeable, informative, competent, professional
Doctors are most often praised for expertise and confidence-building communication.
Staff → friendly, helpful, professional, respectful
When people mention “staff” broadly, they usually mean the hospital creates a consistently positive service environment.
Care → compassionate, quality, excellent, life-saving
The word “care” is associated with both clinical quality and emotional warmth.
ICU / ER / surgery / NICU / maternity → excellent, phenomenal, superb, saved life
Specialized departments are linked with some of the strongest praise words, suggesting high satisfaction in critical-care settings.
Communication → informative, answered questions, helped understand
Positive experiences are often tied to clear explanations and responsiveness, especially for families.
Environment → clean, welcoming, comfortable, food
A smaller but still positive cluster points to satisfaction with the facility experience, not just treatment.
What customers seem most satisfied with overall
From the keyword patterns, customers are most satisfied with:
1. Compassionate nurses and staff
2. Knowledgeable doctors and strong medical expertise
3. Clear communication and emotional support
4. Excellent care in critical or specialized situations
5. A professional, friendly, and reassuring environment
Summary of Findings
The keywords that were most frequently used in the reviews were “care”, “caring”, “nurses”, “doctors”, “amazing”, “friendly”, “helpful”, and “professional”. They are strongly associated with compassionate nurses and very educated doctors, quality treatment, and supportive communication. Overall, the reviews suggest that Avera’s patients are most satisfied with Avera’s compassionate staff and high quality care during both routine and critical medical situations.
Recommendation
Now that we have found some positive reviews and keywords that go with those reviews, we will look at some recommendations for Avera to keep up the positive reviews. To get these recommendations, we will enter another specific prompt into ChatGPT. The prompt I used was: What would be the suggestions from the findings? Here are the suggestions that ChatGPT found to keep these positive reviews.
Based on the positive keyword findings and themes from the reviews, the hospital can focus on strategies that maintain and strengthen the factors customers already value most.
1. Continue investing in compassionate patient care
Since the most common keywords relate to caring, compassion, kindness, and empathy, the hospital should continue emphasizing patient-centered care. Ongoing training programs for nurses, doctors, and staff that reinforce empathy, active listening, and respectful communication can help maintain this strength.
2. Highlight nursing excellence
Nurses were mentioned more frequently than any other staff group and were strongly associated with positive words such as amazing, attentive, friendly, and supportive. The hospital could continue supporting nursing staff through recognition programs, professional development opportunities, and adequate staffing levels to ensure high-quality patient interactions.
3. Maintain strong communication with patients and families
Many reviews praised staff for explaining procedures, answering questions, and helping families understand medical situations. The hospital could continue to encourage clear communication by providing staff training on patient education and ensuring that patients and families feel informed throughout their care experience.
4. Promote expertise and quality of care in marketing efforts
Customers frequently mentioned knowledgeable doctors, well-trained staff, and life-saving care, especially in departments such as the ICU, ER, maternity, and surgery. These strengths could be highlighted in marketing materials, social media, and patient testimonials to strengthen the hospital’s reputation for high-quality medical care.
5. Maintain a welcoming and comfortable hospital environment
Some reviews mentioned clean facilities, friendly reception staff, and overall comfort. Continuing to maintain a clean, organized, and welcoming environment can help reinforce positive patient experiences.
Negative review analysis
Review collection
We will now repeat the same process of entering specific prompts to ChatGPT in addition to copying and pasting all of Avera Health’s one and two-star negative reviews.
Analyzing negative reviews
First Analysis
To start the negative review analysis for Avera, I started by going to Google Maps and searching for Avera Health, located in Sioux Falls, SD. I then selected the reviews tab and clicked the sort tab, then I filtered the reviews to show the lowest ratings. I then copied all the one and two-star reviews. Next, I went into the chat box of ChatGPT, and I typed in a specific prompt and pasted the reviews following the prompt. Here is the prompt I used: What are the customers least satisfied with based on the reviews? Here is the response.
Based on these reviews, customers are least satisfied with a few clear recurring problem areas. Here’s a structured breakdown of the main complaints:
1. Billing & Financial Issues (MOST common complaint)
- Confusing or incorrect bills
- Being charged without notice
- Difficulty fixing billing errors
- Aggressive collections / debt collectors
- Overpriced services
Examples:
- “Never received any correspondence regarding a balance”
- “Made 20+ calls over 6 months”
- “Paid bill already but still got called”
- “Thousands of dollars for 4 hours”
👉 Key takeaway: Customers feel the billing system is unorganized, unfair, and stressful
2. Poor Staff Attitude & Lack of Compassion
- Rude, disrespectful, or dismissive staff
- Patients feeling judged, ignored, or talked down to
- Lack of empathy in serious situations
Examples:
- “Unprofessional, uncaring, rude staff”
- “Talked to me like I was stupid”
- “Made me feel completely stupid”
- “Very cold and uncaring”
👉 Key takeaway: Patients feel emotionally unsupported and disrespected
3. Long Wait Times & Slow Service
- Long ER wait times even in urgent situations
- Delays in care and treatment
Examples:
- “Waiting over 40 minutes with serious injuries”
- “Made him wait with heart issues”
👉 Key takeaway: Customers feel care is too slow, even for emergencies
4. Poor Communication & Coordination
- Staff giving conflicting information
- Lack of updates to patients/families
- Not returning calls or following up
Examples:
- “Told different things by different staff”
- “Never contacted me with updates”
- “They won’t call you back”
👉 Key takeaway: Patients feel confused and left in the dark
5. Quality of Care & Safety Concerns
- Misdiagnosis or dismissed symptoms
- Concerns about infection control
- Feeling unsafe or poorly treated
Examples:
- “Doctors dismissed stroke symptoms”
- “Ignored infection protocols”
- “Very dangerous / sketchy”
👉 Key takeaway: Customers question competence and safety of care
6. Insurance & Financial Bias
- Perception that care depends on insurance status
- Feeling treated differently based on ability to pay
Example:
- “Good care only if you have insurance”
👉 Key takeaway: Customers feel the system is unfair and profit-driven
7. Administrative & Process Issues
- Appointment scheduling problems
- Poor follow-through
- Missing paperwork or prescriptions
👉 Key takeaway: Internal processes feel disorganized and unreliable
8. Facility Policies & Environment Complaints
- Security checkpoints slowing care
- Dogs in facility (allergy issue)
- Lack of accommodations for families
📊 Overall Conclusion (Short Summary)
Customers are least satisfied with billing practices, staff attitude, and communication, followed by wait times and quality of care concerns.
👉 The biggest pattern:
Patients feel the hospital is disorganized, profit-focused, and lacking compassion.
Second Analysis
For the second analysis, we will look closely at each negative review and the most commonly used words in the reviews. In order to find these specific words, I gave ChatGPT a specific prompt. This was the prompt I used: Extract negative keywords from those reviews, and analyze the frequency and associations of these keywords. Here was the response ChatGPT gave us.
Here’s a negative keyword extraction and simple frequency/association analysis based on the reviews you shared
Negative Keyword Frequency
| Keyword Group | Specific Words Included | Frequency |
|---|---|---|
| Billing / Financial | billing, bill, balance, insurance, collections, debt collectors, charges, paid, cost | 18 |
| Rude / Uncaring Staff | rude, uncaring, unprofessional, mean, cold, abrasive, dismissive, harsh | 16 |
| Poor Care / Ignored | ignored, dismissed, not concerned, didn’t treat, wrong care | 12 |
| Wait / Delays | wait, waiting, delays, extra hours, slow | 9 |
| Communication Issues | no call, no update, talked over, different info, refused to explain | 10 |
| Severe Negative Words | worst, terrible, horrible, dangerous, unsafe, sketchy | 11 |
| Insurance Inequality | no insurance, unfair treatment | 5 |
| Admin / Process Issues | no paperwork, scheduling issues, follow-up problems | 6 |
🔗 Keyword Association
| Main Keyword | Commonly Appears With | Insight |
|---|---|---|
| Billing | insurance, collections, cost, paid | Financial frustration is widespread and connected to insurance issues |
| Rude / Uncaring | staff, ER, nurses, doctors | Negative experiences are tied to frontline staff |
| Ignored | serious symptoms (stroke, heart issues) | Patients feel unsafe when concerns aren’t taken seriously |
| Wait | ER, pharmacy, appointments | Delays occur across multiple departments |
| Communication | family, updates, conflicting info | Lack of clarity increases frustration |
| Insurance | care quality, access | Perception that care depends on ability to pay |
📌 Top 5 Most Frequent Negative Keywords
- Billing / Financial (18)
- Rude / Uncaring (16)
- Poor Care / Ignored (12)
- Severe Negative Words (11)
- Communication Issues (10)
🧠 Simple Summary
The most frequent negative keywords relate to billing issues, rude staff, and poor quality of care. These keywords often appear together, showing that customers feel both financially frustrated and emotionally unsupported, especially when dealing with serious medical concerns.
Summary of Findings
The main negative keywords are “billing issues”, “rude staff”, and “poor quality of care”. This shows where areas of improvement can be made, such as being more caring to patients, working more with patients on a payment plan, or ways to help them through their financial struggles, and giving better care to their patients. By focusing on improving each of these categories, this could help lower the pain points for Avera patients.
Recommendation
After finding the negative reviews for Avera and the keywords that go along with these reviews, we will now look into some recommendations to help Avera avoid gaining any more negative reviews. To get these recommendations, I gave ChatGPT another specific prompt. The prompt I used was: What would be suggestions from the findings? Here are the results from ChatGPT.
Here are clear, actionable suggestions based directly on the patterns in your findings:
💡 Recommendations Based on Findings
1. Fix Billing Transparency & Processes (Top Priority)
Problem: Most complaints are about billing confusion, errors, and collections.
Suggestions:
- Provide clear, upfront cost estimates before treatment when possible
- Send timely and accurate billing statements (no missing notices)
- Create a dedicated billing support team with faster response times
- Simplify bills (plain language, breakdown of charges)
- Offer flexible payment plans before sending accounts to collections
👉 Goal: Reduce financial stress and confusion for patients
2. Improve Staff Training on Empathy & Communication
Problem: Many reviews mention rude, uncaring, or dismissive staff.
Suggestions:
- Implement mandatory customer service & empathy training
- Train staff to actively listen and validate patient concerns
- Use patient-centered communication scripts in high-stress areas (like ER)
- Monitor staff performance through patient feedback surveys
👉 Goal: Make patients feel respected, heard, and cared for
3. Reduce ER Wait Times & Improve Triage Communication
Problem: Long waits, even in urgent situations, frustrate patients.
Suggestions:
- Improve triage prioritization systems for serious conditions
- Provide real-time wait time updates to patients
- Have staff regularly check in with waiting patients
- Increase staffing during peak hours if possible
👉 Goal: Improve patient confidence and reduce anxiety during emergencies
4. Strengthen Communication & Follow-Up Systems
Problem: Patients report no updates, conflicting information, and no callbacks.
Suggestions:
- Assign a primary point of contact for each patient
- Ensure consistent information across doctors, nurses, and staff
- Implement automated follow-up calls/texts for appointments and updates
- Require timely communication with patient families in serious cases
👉 Goal: Eliminate confusion and build trust
5. Improve Perceived Quality of Care & Safety
Problem: Patients feel ignored or unsafe, especially with serious symptoms.
Suggestions:
- Reinforce clinical protocols for high-risk symptoms (stroke, heart issues)
- Encourage staff to take all concerns seriously
- Conduct regular quality assurance reviews of patient cases
- Improve infection control communication and visibility
👉 Goal: Increase trust in medical competence and safety
6. Address Insurance & Fairness Concerns
Problem: Patients feel care depends on insurance status.
Suggestions:
- Clearly communicate that care quality is equal regardless of insurance
- Provide financial counseling for uninsured patients
- Expand awareness of assistance programs and clinics
👉 Goal: Reduce perception of unfair or profit-driven care
7. Improve Administrative Efficiency
Problem: Issues with scheduling, paperwork, and follow-through.
Suggestions:
- Digitize and streamline paperwork and records systems
- Improve appointment scheduling reliability
- Ensure prescriptions and instructions are properly communicated before discharge
👉 Goal: Create a smoother, more reliable patient experience
📊 Overall Strategic Recommendation
The hospital should focus on three key areas:
- Financial transparency (billing)
- Human experience (staff attitude)
- Communication consistency
🧠 Short Conclusion
To improve patient satisfaction, the organization should prioritize billing transparency, staff empathy training, and better communication systems. Addressing these key issues would significantly reduce negative experiences and rebuild patient trust.
By considering these recommendations and implementing them, this could help enhance patient satisfaction by directly addressing the common frustrations related to billing, hospitality, and quality of care.
