What are patients saying about you online? A sentiment analysis of online written reviews on Scoliosis Research Society surgeons

Tang, Justin E.; Arvind, Varun; White, Christopher A.; Dominy, Calista; Kim, Jun

doi:10.1007/s43390-021-00419-y

Cited by 8 publications

(4 citation statements)

References 19 publications

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“…Previous literature has consistently shown that younger surgeons receive better online reviews. 5,6,13,14 We found that younger pediatric surgeons had significantly higher star ratings, with surgeons under 40 years old scoring the highest. Younger surgeons also trended toward having higher sentiment scores.…”

Section: Discussionmentioning

confidence: 65%

“…Research regarding reviews of non-pediatric surgeons found that higher ratings were associated with surgeon trustworthiness, compassion, and strong bedside manner, while lower ratings were associated with rudeness or poor pain management. 5 , 6 However, few studies have analyzed online reviews for pediatric physicians, let alone pediatric surgeons. Furthermore, most of these studies were limited to subjective analyses.…”

Section: Introductionmentioning

confidence: 99%

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Building better pediatric surgeons: A sentiment analysis of online physician review websites

Butler

Tang

Hess

et al. 2022

Journal of Children's Orthopaedics

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Purpose: Physician review websites are a heavily utilized patient tool for finding, rating, and reviewing surgeons. Natural language processing such as sentiment analysis provides a comprehensive approach to better understand the nuances of patient perception. This study utilizes sentiment analysis to examine how specific patient sentiments correspond to positive and negative experiences in online reviews of pediatric orthopedic surgeons. Methods: The online written reviews and star ratings of pediatric surgeons belonging to the Pediatric Orthopaedic Society of North America were obtained from healthgrades.com . A sentiment analysis package obtained compound scores of each surgeon’s reviews. Inferential statistics analyzed relationships between demographic variables and star/sentiment scores. Word frequency analyses and multiple logistic regression analyses were performed on key terms. Results: A total of 749 pediatric surgeons (3830 total online reviews) were included. 80.8% were males and 33.8% were below 50 years of age. Male surgeons and younger surgeons had higher mean star ratings. Surgeon attributes including “confident” (p < 0.01) and “comfortable” (p < 0.01) improved the odds of positive reviews, while “rude” (p < 0.01) and “unprofessional” (p < 0.01) decreased these odds. Comments regarding “pain” lowered the odds of positive reviews (p < 0.01), whereas “pain-free” increased these odds (p < 0.01). Conclusion: Pediatric surgeons who were younger, communicated effectively, eased pain, and curated a welcoming office setting were more likely to receive positively written online reviews. This suggests that a spectrum of interpersonal and ancillary factors impact patient experience and perceptions beyond surgical skill. These outcomes can advise pediatric surgeons on behavioral and office qualities that patients and families prioritize when rating/recommending surgeons online. Level of evidence: IV

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Section: Discussionmentioning

confidence: 65%

Section: Introductionmentioning

confidence: 99%

Building better pediatric surgeons: A sentiment analysis of online physician review websites

Butler

Tang

Hess

et al. 2022

Journal of Children's Orthopaedics

Self Cite

View full text Add to dashboard Cite

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“…6,9,10 Despite the growing popularity and impact of patient review websites, only a small number of studies have analyzed spine surgeon reviews. [11][12][13] Of these, only one study has characterized negative (1-star) reviews, which analyzed reviews from Yelp.com and a few metropolitan areas. 13 The purpose of this study was to evaluate and categorize negative reviews of spine surgeons in the United States, with a focus on surgical versus nonsurgical reviewers.…”

mentioning

confidence: 99%

“…In addition, extreme reviews (positive or negative) may be both disproportionately generated by patients and artificially promoted by website algorithms due to patient preference for colloquial, succinct, and qualitative reviews 6,9,10 . Despite the growing popularity and impact of patient review websites, only a small number of studies have analyzed spine surgeon reviews 11–13 . Of these, only one study has characterized negative (1-star) reviews, which analyzed reviews from Yelp.com and a few metropolitan areas 13 …”

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confidence: 99%

Characterizing Negative Online Reviews of Spine Surgeons

Artz,

Dalton,

Ramanathan

et al. 2024

Spine

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Design. Retrospective review Objective. Characterize negative reviews of spine surgeons in the United States Summary. Physician rating websites significantly influence the selection of doctors by other patients. Negative experiences are impacted by various factors, both clinical and nonclinical, geography, and practice structure. The purpose of this study was to evaluate and categorize negative reviews of spine surgeons in the United States, with a focus on surgical versus nonsurgical reviewers. Methods. Spine surgeons were selected from available online professional society membership directories. A search for reviews was performed on Healthgrades.com, Vitals.com, and RateMDs.com for the past 10 years. Free response reviews were coded by complaint and qualitative analysis was performed. Chi-square and Fisher exact tests were used to compare categorical variables, and multiple comparisons were adjusted with Benjamini-Hochberg correction. A binary logistic regression model was performed for the top three most mentioned nonclinical and clinical complaint labels. A P-value<0.05 was considered statistically significant. Results. A total of 16,695 online reviews were evaluated, including 1690 one-star reviews (10.1%). Amongst one-star reviews, 64.7% were written by nonsurgical patients and 35.3% by surgical patients. Nonclinical and clinical comments constituted 54.9% and 45.1% of reviews, respectively Surgeons in the South had more “bedside manner” comments (43.3%, P<0.0001), while Northeast surgeons had more “poor surgical outcome” remarks compared to all other geographic regions (14.4%, P<0.001). Practicing in the South and Northeast were independent predictors of having complaints about “bedside manner” and “poor surgical outcome”, respectively. Conclusion. Most one-star reviews of spine surgeons were attributed to nonsurgical patients, who tended to be unsatisfied with nonclinical factors, especially “bedside manner”. However, there was substantial geographic variation. These results suggest that spine surgeons could benefit from focusing on nonclinical factors (bedside manner), especially amongst nonoperative patients, and that regional nuances should be considered in delivering spine care. Level of Evidence. Level 5

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Extracting big data from the internet to support the development of a new patient-reported outcome measure for breast implant illness: a proof of concept study

Hu,

Liu,

Cornacchi

et al. 2024

Qual Life Res

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What are patients saying about you online? A sentiment analysis of online written reviews on Scoliosis Research Society surgeons

Cited by 8 publications

References 19 publications

Building better pediatric surgeons: A sentiment analysis of online physician review websites

Building better pediatric surgeons: A sentiment analysis of online physician review websites

Characterizing Negative Online Reviews of Spine Surgeons

Extracting big data from the internet to support the development of a new patient-reported outcome measure for breast implant illness: a proof of concept study

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