Sentiment Analysis: What Makes a Good Hospital?
My dad always told me, "Toni, in life you need to have a doctor, a lawyer, and an accountant."
Today, I want to answer the question: How do people choose who takes care of them in Trinidad?
Your health is something you shouldn’t take for granted — simply being able to walk is a blessing.
(Gentle reminder to get your steps in!)
We all find ourselves at a hospital at some point — whether it’s to welcome a new family member, say goodbye to one, or find out what’s causing that weird pain in your chest.
In the past, choosing a doctor was simple: your mom would say, “We going by Dr. So-and-So,” and that was that.
But now?
We check Google. We scroll Reddit. We DM a friend on Instagram.
Because when it comes to care, people want to know what others have lived through.
What Are Patients Really Saying?
To find out what patients really think, I analyzed over 120 reviews from hospitals across Trinidad.
Here’s what stood out:
1. People Make the Experience
Patients remember the people more than the place.
🟢 "Nurses were warm and funny… food was excellent!"
But when staff were cold or careless, patients felt invisible.
🔴 "Zero customer service. Nurses talking about their love lives instead of helping patients.”
The tone of a nurse. The eye contact of a doctor. Even a janitor’s kindness.
These small moments shape the memory of care.
2. Cleanliness Signals Care
Patients notice when a place is clean—and when it isn’t.
🟢 “Even the washrooms showed someone cared.”
🔴 “Filthy, disgusting, like no one cared if we lived or died.”
A clean floor says: You matter here.
A dirty sink says: You don’t.
3. Processes Shape Trust
Patients want more than medicine.
They want to understand what’s happening—and why.
🟢 “They walked me through everything. I felt safe.”
But hidden fees, long waits, or poor instructions ruin the experience.
🔴 “They charged me $13,000 after surgery. No explanation.”
🔴 “Waited for hours while no one gave updates.”
A broken process breaks trust—no matter how good the doctor is.
4. Maternity Moments Stay for Life
What Hospitals Can Do?
Based on the hospital review data:
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Tackle emergency delays and long waits — these are top sources of frustration.
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Amplify what’s working — especially staff professionalism and maternity care, which earned consistent praise.
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Invest in frontline communication — patients often feel lost without clear updates or instructions.
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Explore telehealth partnerships — particularly with telecom providers, to serve rural areas like Sangre Grande and Tobago.
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Build regional data-sharing systems — to connect public and private hospitals, reduce duplication, and improve care coordination.
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