BACKGROUND: Many websites allow consumers to evaluate their healthcare experience yet scant data exist that explore the type and content of reviews. OBJECTIVE: To evaluate and describe online healthcare provider reviews. METHODS: We analysed 16,703 ratings on 6101 providers from four US cities. Ratings spanned five categories and an overall provider score. We also performed text analyses of narrative commentary (n = 15,952). RESULTS: Providers had a high mean score for each category (3.7-4.0 out of 5). Higher overall scores were associated with higher staff (adjusted odds ratio (aOR) 3.0, 95% CI 2.9-3.0, P < 0.01) and punctuality scores (aOR 2.1, 95% CI 2.05-2.15, P < 0.01). Review frequency was inversely associated with scores, (aOR 0.94, 95% CI 0.92-0.96, P < 0.01). Analyses of narrative commentaries revealed more positive than negative terms (P < 0.01). CONCLUSIONS: Online ratings were largely positive. Future research must discern how online surveys affect patient referrals, provider reputations and patients' perceptions of quality of care.
BACKGROUND: Many websites allow consumers to evaluate their healthcare experience yet scant data exist that explore the type and content of reviews. OBJECTIVE: To evaluate and describe online healthcare provider reviews. METHODS: We analysed 16,703 ratings on 6101 providers from four US cities. Ratings spanned five categories and an overall provider score. We also performed text analyses of narrative commentary (n = 15,952). RESULTS: Providers had a high mean score for each category (3.7-4.0 out of 5). Higher overall scores were associated with higher staff (adjusted odds ratio (aOR) 3.0, 95% CI 2.9-3.0, P < 0.01) and punctuality scores (aOR 2.1, 95% CI 2.05-2.15, P < 0.01). Review frequency was inversely associated with scores, (aOR 0.94, 95% CI 0.92-0.96, P < 0.01). Analyses of narrative commentaries revealed more positive than negative terms (P < 0.01). CONCLUSIONS: Online ratings were largely positive. Future research must discern how online surveys affect patient referrals, provider reputations and patients' perceptions of quality of care.
Authors: Carrie E Ryan; Thomas W Wood; Sharona B Ross; Amanda E Smart; Prashant B Sukharamwala; Alexander S Rosemurgy Journal: HPB (Oxford) Date: 2015-08-07 Impact factor: 3.647
Authors: Kanu Okike; Natalie R Uhr; Sherry Y M Shin; Kristal C Xie; Chong Y Kim; Tadashi T Funahashi; Michael H Kanter Journal: J Gen Intern Med Date: 2019-09-17 Impact factor: 5.128