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Characterizing Single-star Negative Online Reviews of Orthopaedic Trauma Association Members
Evan H Richman1, Nicolas P Kuttner, Lukas O Foster
1From the Department of Orthopedic Surgery, University of Colorado Anschutz Medical Campus, Aurora, CO (Richman), the Department of Orthopedic Surgery, Mayo Clinic Rochester, MN (Kuttner), the Department of Orthopaedic Surgery, Cedars-Sinai Medical Center, Los Angeles, CA (Foster and Little), the Creighton University School of Medicine - Phoenix Regional Campus, Phoenix, AZ (Bruske), the Mayo Clinic Alix School of Medicine, Scottsdale, AZ (Pollock), and the Department of Orthopedic Surgery, Mayo Clinic Scottsdale, AZ (Brinkman).
Introduction:
The purpose of this study was to characterize factors that contribute to 1-star negative reviews regarding orthopaedic trauma surgeons.
Methods:
A search was done for Orthopaedic Trauma Association members on Yelp.com , Healthgrade.com , and Vitals.com in New York, Boston, San Francisco, Los Angeles, Dallas, Phoenix, Seattle, Baltimore, Denver, Houston, Philadelphia, and Washington, DC. All single-star reviews (out of a possible 5 stars) were included in this study. Reviews were categorized as either clinical or nonclinical and then further subcategorized. Categorical variables were analyzed using a chi-square test. The rate ratio (the ratio of the rate for nonsurgical divided by surgical reviews) was determined for each category.
Results:
Two hundred eighty-eight single-star reviews were included in the study, comprising 655 total complaints. Of all complaints, 274 (41.8%) were clinically related and 381 (58.2%) were nonclinical. Of the 288 single-star reviews, 96 (33.3%) were from surgically treated patients and 192 (66.7%) were from nonsurgical patients. Most complaints were in reference to nonclinical aspects of care such as physician bedside manner (173 reviews, 60%), not enough time spent with provider (58 reviews, 20%), and wait time (42 complaints, 15%). The most common clinical complaints were for complication (61 reviews, 21%), disagree with decision/plan (49 reviews, 17%), and uncontrolled pain (45 reviews, 16%). Surgical patients had a significantly higher rate of clinical complaints than nonsurgical patients (1.57 vs. 0.64 clinical complaints per review, P < 0.001). Nonsurgical patients had a significantly higher rate of nonclinical complaints than surgical patients (1.43 vs. 1.10 nonclinical complaints per review, P < 0.001).
Discussion:
Most 1-star reviews referenced a nonclinical aspect of care with a physician's bedside manner being the most common complaint. Surgical patients were markedly more likely to reference a clinical aspect of care, such as complications or misdiagnosis compared with nonsurgical patients, who more commonly referenced nonclinical aspects of care.
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