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Defining the Ideal Patient Experience in Interventional Radiology: Exploring Influential Factors for High Patient
Esha Chadha1, Kyle J Cooper2, Mina S Makary1
1Department of Radiology, The Ohio State University Wexner Medical Center, Columbus, Ohio (E.C., M.S.M.).
Rationale And Objectives:
This study evaluated online feedback from patients about interventional radiologists to gain insights into factors shaping patient experiences and satisfaction.
Materials And Methods:
Online reviews were collected for 300 randomly selected interventional radiologists from the Society of Interventional Radiology website. Public patient satisfaction repositories included US Health News, Sharecare, Vitals, WebMD, and Google Reviews. Variables analyzed were overall rating, wait time, accepted insurances, patient satisfaction, multilingual proficiency, procedural outcomes, and physician demographics. Only 5-star ratings were classified as 5-star, and all ratings below 5 stars were grouped as non-5-star reviews. Analyses were stratified by procedural vs. peri-procedural context. Additional data on reasons for dissatisfaction, such as outcomes, bedside manner, and patient education, were gathered for physicians rated below five stars.
Results:
The study analyzed 1964 five-star reviews (1022 procedural, 942 peri-procedural). 139 reviews rated less than five stars included 100 from procedural patients and 39 from peri-procedural patients (the review was the unit of analysis, not comment counts). A significant association was found between patient type and ratings (χ² = 204.09, df = 1, p < 0.001). 5-star comments focused on medical explanations, while Non-5-star feedback highlighted poor outcomes (108 reviews) and inadequate education (18). 5-star peri-procedural remarks praised bedside manner (773) and multilingual proficiency (735), while Non-5-star comments criticized poor bedside manner (128) and long wait times (82).
Conclusion:
Interventional radiologists who excel in communication and multilingual proficiency tend to receive higher ratings, while poor outcomes, education, and bedside manner are linked to less than 5 star reviews.
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