Online physician reviews take communication, bedside manner into consideration
Online physician reviews are largely based on patients’ experiences with communication and bedside manner, according to a study published in the May issue of Plastic and Reconstructive Surgery.
In this study, researchers searched popular review sites and examined reviews of plastic surgeons to study what patients’ value in a provider and how they rate physicians.
“The Internet has come to play a central role in how modern patients seek information when making healthcare–related decisions,” wrote first author Robert Dorfman, MSc, and colleagues. “Recent evidence suggests that as many as 59 percent of Americans view online reviews as at least ‘somewhat important’ when choosing a physician, and that 33 percent of adults are ‘greatly affected’ by such reviews. Understanding patient preferences and drivers of satisfaction may, in turn, help plastic surgeons provide more responsive care to their patients. We therefore set out to evaluate attributes of positive and negative online plastic surgeon reviews to fill this gap in knowledge.”
Researchers examined 1,000 patient ratings related to breast augmentation posted on Google, Yelp and RealSelf. Up to 20 reviews were included for six metropolitan areas: New York, Los Angeles, Chicago, Houston, Philadelphia and Miami.
Findings showed 87.5 percent of reviews were positive with cosmetic results being mentioned as the most important factor affecting physician ratings. Following cosmetic outcomes, patients listed bedside manner, friendly/helpful office staff, surgeon expertise and listening to the patient as major factors affecting the positive rating of physicians. The 12.5 percent of negative reviews—half of which were posted due to disappointing cosmetic results—also mentioned not listening to the patient, lack of surgeon competence and cost as factors.
"In the rapidly changing marketplace of plastic surgery, online reviews are rapidly becoming the new 'word of mouth,' with significant potential to influence patient referrals," Kim and colleagues conclude. "Nuanced understanding of these reviews may allow for development of concomitant surgeon strategies to improve patient satisfaction."
Cara joined TriMed Media in 2016 and is currently a Senior Writer for Clinical Innovation & Technology. Originating from Detroit, Michigan, she holds a Bachelors in Health Communications from Grand Valley State University.