Online Physician Reviews Do Not Reflect Patient Satisfaction Survey Responses

Charles M. Harper,John T. Wald,Amy L. Kotsenas,Veena R. Nayar,Sandhya Pruthi,Matthew J. Maurer,R. Jay Widmer,Lee A. Aase,Farris K. Timimi

doi:10.1016/j.mayocp.2018.01.021

Charles M. Harper, John T. Wald + Show 7 more

Open Access

https://doi.org/10.1016/j.mayocp.2018.01.021

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Journal: Mayo Clinic Proceedings	Publication Date: Apr 1, 2018
Citations: 36	License type: cc-by-nc-nd

Affiliation: Mayo Clinic, Winneshiek Medical Center

Abstract

Online physician reviews have become increasingly prevalent and are a common means by which patients explore medical options online. Currently, there are no data comparing physicians with negative online reviews and those without negative reviews. We sought to compare industry-vetted patient satisfaction surveys (PSSs), such as Press Ganey (PG) PSSs, between those physicians with negative online reviews and those without negative reviews. Overall, there were 113 unique individuals with negative online reviews from September 1, 2014, to December 31, 2014, with 8 being nonphysicians. We matched 113 physicians in similar departments/divisions. We obtained PG PSS scores of both groups and compared the mean scores of the 2 groups. Press Ganey PSS scores were available for 98 physicians with negative online reviews compared with 82 matched physicians without negative online reviews. The mean raw PG PSS scores were not different between the 2 groups (4.05; 95% CI, 3.99-4.11 vs 4.04; 95% CI, 3.97-4.11; P=.92). We also noted no difference in mean scores on questions related to physician-patient communication and interaction skills between those with poor online reviews and those without (4.38; 95% CI, 4.32-4.43 vs 4.41; 95% CI, 4.35-4.47; P=.42). However, there was a significantly lower non–physician-specific mean in those with negative online reviews (3.91; 95% CI, 3.84-3.97) vs those without negative online reviews (4.01; 95% CI, 3.95-4.09) (P=.02). Here, we provide data indicating that online physician reviews do not correlate to formal institutional PG PSS. Furthermore, physicians with negative online reviews have lower scores on non–physician-specific variables included in the PG PSSs, emphasizing that these discrepancies can negatively affect overall patient experience, online physician reviews, and physician reputation. It is prudent that an improved mechanism for online ratings be implemented to better inform patients about a physician's online reputation.

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