An analysis of healthcare providers' online ratings

Erik Black, Lindsay Thompson, Heidi Saliba, Kara Dawson, Nicole Paradise Black

Abstract


Background Many websites allow consumers to evaluate their healthcare experience yet scant data exist that explore the type and content of reviews.
Objective To evaluate and describe online healthcare provider reviews.
Methods We analysed 16 703 ratings on 6101 providers from four US cities. Ratings spanned five categories and an overall provider score. We also performed text analyses of narrative commentary (n = 15 952).
Results Providers had a high mean score for each category (3.7_4.0 out of 5). Higher overall scores were associated with higher staff (adjusted odds ratio (aOR) 3.0, 95% CI 2.9_3.0, P< 0.01) and punctuality scores (aOR 2.1, 95% CI 2.05_2.15, P< 0.01). Review frequency was inversely associated with scores, (aOR 0.94, 95% CI 0.92_0.96, P<0.01). Analyses of narrative commentaries revealed more positive than negative terms (P< 0.01).
Conclusions Online ratings were largely positive. Future research must discern how online surveys affect patient referrals, provider reputations and patients' perceptions of quality of care.

Keywords


healthcare providers; online review; quality of care

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DOI: http://dx.doi.org/10.14236/jhi.v17i4.744

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