Crisis Pregnancy Centers (CPCs) are non-profit organizations that claim provision of pregnancy counseling resources. As more patients utilize online reviews to select healthcare providers, we evaluated patient experiences of CPCs through analysis of crowd-sourced review forum, specifically Yelp.
Active CPCs were identified using the Crisis Pregnancy Center Map, derived from directories maintained by CPC national organizations. Yelp listings were identified using business name or address. Reviews were collected from every CPC in California with a Yelp listing. Repeated ideas and concepts were tagged with codes extracted from data.
We identified 145 active California CPCs. 122 had Yelp listings. 619 total Yelp reviews were extracted by October 1st, 2019. There were 503 5-star reviews, 14 4-star, 3 3-star, 16 2-star, and 83 1-star in total. Among negative reviews (n=102), 6 themes emerged: inadequacy of medical care, lack of transparency, paternalistic approach, poor customer service, psychological harm. Among a positive review set (n=100), patient satisfaction resulted from faith-based care, accessibility of CPCs for uninsured individuals, free services, patient treatment, crisis counseling. 12.5% of reviews voiced financial stress or lack of insurance.
Crowd-sourced review forums may provide data into the quality of care perceived by patients in CPCs. 84% of CPCs in California use Yelp. Patients ambivalent on pregnancy outcome felt their care was inappropriate, whereas patients continuing pregnancy felt supported. Positive reviews were not related to quality of medical care. The results of this study may help explain the wide disparity commonly observed between conventional quality metrics and crowd-sourced online reviews.