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Physician Review Websites: Understanding Patient Satisfaction with Ophthalmologists Using Natural Language Processing
Jason J Jo1, Christopher P Cheng1, Stephanie Ying1
1Department of Medical Education, Icahn School of Medicine at Mount Sinai, New York, NY 10029, USA.
Journal of Ophthalmology
|March 20, 2023
Summary
Younger, male ophthalmologists receive higher patient satisfaction scores on review sites. Positive personality and effectiveness descriptors boost reviews, while wait times and negative personality traits decrease them.
Area of Science:
- Ophthalmology
- Medical Informatics
- Natural Language Processing
Background:
- Physician review websites (PRW) significantly influence healthcare.
- Understanding patient satisfaction determinants is crucial.
Purpose of the Study:
- Analyze patient satisfaction with ophthalmologists using Healthgrades reviews.
- Investigate factors influencing patient sentiment via natural language processing.
Main Methods:
- Quantitative observational study of 16,700 reviews for 1,125 ophthalmologists.
- Natural language processing for sentiment analysis and logistic regression.
- Student's t-tests and ANOVA to assess associations between demographics and ratings.
Main Results:
- Younger and male ophthalmologists received higher star ratings and sentiment scores.
- Practice location did not significantly impact scores.
- Words like "friendly" and "caring" correlated with positive reviews more than "results" or "efficient."
Conclusions:
- Ophthalmologist demographics (age, gender) correlate with patient satisfaction.
- Physician's personality and visit effectiveness are key drivers of positive reviews.
- Negative experiences, like long waits or unpleasant demeanor, negatively impact patient reviews.
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