Panel Paper:
Social Media, Advertising, and Hospital Quality
*Names in bold indicate Presenter
This study draws on a unique dataset of hospital-initiated online Facebook content and consumer responses to that content, as of July 2017. We then supplement this data with discharge data from the Hospital Cost and Utilization Project, advertising data from Kantar Media, which tracks advertising across media types, including internet, print, and television, and Hospital Compare measures of clinical quality and patient satisfaction. We first measure the effect of social media engagement and advertising on patient choice of hospitals to establish whether patients respond to these sources of information. We then test whether changes in patient volume are consistent with patients being more or less likely to visit hospitals of higher clinical quality based on risk-adjusted mortality and readmission rates and non-clinical quality based on patient satisfaction surveys. We separately consider effects for non-emergent conditions, which allow patients to choose a site of care in advance, relative to emergent conditions.