An analysis of healthcare providers' online ratings
Source: Informatics in Primary Care, 1 December 2009, vol. 17, no. 4, pp. 249-253(5)
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.
Document Type: Short Communication
Affiliations: 1: University of Florida College of Medicine, 1701 SW 16th Ave, Bldg A#2113, Division of General Pediatrics, Gainesville FL 32608, USA; University of Florida College of Education, School of Teaching and Learning, USA., Email: firstname.lastname@example.org 2: University of Florida College of Medicine, Department of Pediatrics and University of Florida College of Medicine, Department of Epidemiology and Health Policy, USA 3: University of Florida College of Medicine, Department of Pediatrics, USA 4: Associate Professor of Educational Technology, University of Florida College of Education, School of Teaching and Learning, USA
Publication date: 2009-12-01T00:00:00