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An analysis of healthcare providers' online ratings
Erik W Black1, Lindsay A Thompson, Heidi Saliba
1Department of Pediatrics, University of Florida College of Medicine, 1701 SW 16th Ave, Gainesville, FL 32608, USA. ewblack@peds.ufl.edu
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.
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