In the digital era, the internet has become an integral part of society and has penetrated various sectors, including health, education, and employment. Online reviews have emerged as an increasingly important source of information in shaping public decision-making regarding healthcare services. Regional General Hospitals (RSUD) are government-managed facilities that are widely utilized by the community to access health services. This study aims to analyze user reviews of healthcare services at Ogan Ilir Regional General Hospital through the Google Maps Review platform. A total of 103 reviews were examined using content analysis, focusing on comparisons between 2024 and 2025 as well as the ratings provided (1–5). The findings reveal that low ratings (1 and 2) were predominantly associated with complaints about queue management, unfriendly staff attitudes, and inadequate cleanliness. In contrast, high ratings (5) highlighted fast, friendly, and professional services. No reviews were recorded with a rating of 3, while rating 4 tended to convey negative sentiments. These results suggest that public perceptions of service quality are strongly influenced by direct experiences. In 2025, there was a noticeable increase in the number of low-rated reviews, particularly ratings 1 and 2, which became the most dominant categories. This indicates that the majority of the community expressed dissatisfaction with the hospital services. Therefore, hospital management is advised to respond proactively to complaints, improve facilities, and provide staff training to enhance user satisfaction.