Online Ratings and Reviews

NewsBot · Feb 25, 2019

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Online Ratings and Reviews of American Orthopaedic Foot and Ankle Surgeons.
Velasco BT et al
Foot Ankle Spec. 2019 Feb 22:1938640019832363

BACKGROUND:
Utilization of physician rating websites continues to expand. There is limited information on how these websites function and influence patient perception and physicians' practices. No study to our knowledge has investigated online ratings and comments of orthopaedic foot and ankle surgeons. We identified factors impacting online ratings and comments for this subset of surgeons.

METHODS:
210 orthopaedic foot and ankle surgeons were selected from the American Orthopaedic Foot and Ankle Society (AOFAS) website. Demographic information, ratings, and comments were reviewed on the 3 most visited public domain physician ratings websites: HealthGrades.com , Vitals.com, and Ratemds.com. Content differences between positive and negative comments were evaluated.

RESULTS:
The mean review rating of 4.03 ± 0.57 out of 5 stars. 84% of the total number of ratings were either 1 star (17%) or 5 stars (67%). Most positive comments related to outcome, physician personality, and communication, whereas most negative comments related to outcome, bedside manner, and waiting time. χ2 Analyses revealed statistically significant proportions of positive comments pertaining to surgeon-dependent factors (eg, physician personality, knowledge, skills) and negative comments concerning surgeon-independent factors (eg, waiting time, logistics).

CONCLUSION:
This study examined online ratings and written comments of orthopaedic foot and ankle surgeons. Surgeons had a generally favorable rating and were likely to have positive comments. Patients were likely to write positive comments about surgeon personality and communication, and negative comments pertaining to bedside manner and waiting time. Knowledge and management of online content may allow surgeons to improve patient satisfaction and online ratings.
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NewsBot · Jan 16, 2024

An examination of negative one-star patient reviews for foot and ankle orthopedic surgery: A retrospective analysis
Albert T. Anastasio et al
Foot and Ankle Surgery; 4 January 2024

Background
Despite the questionable validity of online-based physician review websites (PRWs), negative reviews can adversely affect a provider's practice. Several investigations have explored the effect of extremely negative “one-star” reviews across subspecialties such as adult reconstruction, sports medicine, and orthopaedic traumatology; however, to date, no study has explored one-star reviews in foot and ankle surgery. The goal of this study was to characterize factors that contribute to extremely negative, one-star reviews for foot and ankle surgeons on Vitals.com.

Methods
A retrospective analysis of negative one-star reviews with corresponding patient complaints for foot and ankle surgeons (both orthopaedic surgeons as well as podiatrists) in the United States. Physicians included were selected within a 10-mile radius of the top ten largest cities in the United States. Data was stratified by patient type (e.g., those receiving surgery and those not undergoing surgical intervention) and binned according to type of patient complaint, as previously described.

Results
Of the 2645 foot and ankle surgeons identified in our initial query, 13.8% of surgeons contained one-star reviews eligible for analysis. Patient complaints related to bedside manner and patient experience are the causative factors accounting for 41.5% of the one-star reviews of foot and ankle surgeons for nonsurgical-related complaints. Surgical complications and other outcomes-related factors comprised roughly 50% of the complaints related to surgical patients.

Conclusion
In conclusion, complaints related to bedside manner and patient experience are the causative factors accounting for 41.5% of the one-star reviews of foot and ankle surgeons for nonsurgical-related complaints. Surgical complications and other outcomes-related factors comprised roughly half of the complaints related to surgery. This data serves to inform practicing foot and ankle surgeons as to the influences behind patients leaving extremely negative reviews on PRWs.
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