[Evaluation of Google Reviews at German ENT University Hospitals]

Online review platforms have emerged in recent years as a relevant source for capturing patient-reported experiences. The aim of this study was to conduct the first systematic analysis of Google reviews of German university departments of otorhinolaryngology to assess patient-reported experiences. In total, 3,533 reviews from 39 clinics (2016-2023) were thematically coded and analyzed by region.The reviews showed pronounced polarization, with the majority consisting of one- and five-star ratings. Core medical domains, including physician care, nursing, and surgical treatment, were rated predominantly positive. In contrast, organizational aspects were the main sources of criticism, particularly long waiting times despite scheduled appointments, limited accessibility, and perceived staff shortages. Regionally, higher satisfaction indices were observed in eastern and northern Germany compared with western and southern regions. In addition to structural factors, patient-centered conditions such as catering, quality of stay, and digital infrastructure substantially influenced overall ratings.In conclusion, Google reviews indicate a high level of perceived medical care quality alongside notable deficiencies in organization and communication. Despite their selective nature, online reviews may serve as a complementary tool for identifying patient-relevant areas for improvement.