Narrative Comments about Urologists on Physician Rating Websites Provide Insight into What Drives Patient Satisfaction Surveys.

Abstract

We examined publicly available narrative comments on physician rating websites and how they may provide valuable insight on what motivates patients to provide positive or negative feedback. Searches of all American urologists who are members of the Northeastern Section of the American Urological Association were performed across 5 major physician rating websites. Narrative comments were classified by reviewers as positive or negative, and assessed for mention of 7 factors including punctuality/ease of appointment, bedside manner, time spent with the patient, communication/education skills, quality of staff, technical aspects of care and followup care. Providers without narrative comments were excluded from analysis, as were neutral comments. Bedside manner, technical aspects of care and communication/education skills were the more frequently citied aspects of care throughout all narrative comments. However, negative comments were more likely to mention staff quality than communication/education skills. In addition, female urologists received more comments and higher ratings than male urologists, and urban urologists received more comments and higher ratings than rural urologists. Bedside manner, technical aspects of care and communication/education skills are key elements that influence the satisfaction of urological patients. Furthermore, staff quality and punctuality are patient care areas in which urologists may benefit from improving. Further research is warranted to better understand the effects of practitioner gender and geography on patient reported satisfaction with care.