An analysis of healthcare providers' online ratings.
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.
Black
Erik W
EW
Department of Pediatrics, University of Florida College of Medicine, 1701 SW 16th Ave, Gainesville, FL 32608, USA. ewblack@peds.ufl.edu
Thompson
Lindsay A
LA
Saliba
Heidi
H
Dawson
Kara
K
Black
Nicole M Paradise
NM
D054626:Consumer Health Information; D006801:Humans; D020407:Internet; D016015:Logistic Models; D015999:Multivariate Analysis; D017060:Patient Satisfaction; D019984:Quality Indicators, Health Care; D011787:Quality of Health Care; D014481:United States