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Web-Based Public Ratings of General Practitioners in Norway: Validation Study
Øyvind Bjertnæs1, Hilde Hestad Iversen1, Rebecka Norman1
1Norwegian Institute of Public Health, Oslo, Norway.
JMIR Formative Research
|March 17, 2023
Summary
Web-based patient ratings for general practitioners (GPs) show adequate performance for practice-related factors but limitations for GP assessments. Interpretation of these online ratings requires caution due to varying psychometric properties and modest correlations with survey data.
Area of Science:
- Health Services Research
- Patient Experience Measurement
- Psychometrics
Background:
- Evaluating service performance relies on understanding user perspectives, making user-reported measures critical.
- Interpreting patient feedback requires robust methods for gathering and analyzing user-reported data.
- The psychometric properties of online rating systems need careful evaluation for reliable service assessment.
Purpose of the Study:
- To evaluate the psychometric performance of an 11-item web-based questionnaire for general practitioner (GP) ratings in Norway.
- To assess the association between web-based patient experience indicators and traditional survey-based measures.
- To determine the reliability and validity of online patient feedback systems for healthcare services.
Main Methods:
- Analysis of 76,521 web-based ratings of GPs from Legelisten.no (May 2012-December 2021).
- Psychometric evaluation using Cronbach's alpha, exploratory factor analysis, and item response theory.
- Correlation analysis (Spearman) between web-based ratings and survey data from 5,623 respondents.
Main Results:
- Two distinct scales emerged: 'GP' (5 items, α=.98) and 'practice' (6 items, α=.85).
- The 'practice' scale demonstrated adequate psychometric performance, unlike the 'GP' scale.
- Correlations with survey data were modest, particularly for practice-related items like phone availability and waiting times.
Conclusions:
- The web-based 'practice' scale shows good psychometric properties, but the 'GP' scale has significant limitations.
- Web-based ratings should be interpreted cautiously due to variable performance and modest associations with survey data.
- Further development of online rating sites is needed to improve the reliability and validity of patient feedback.
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