An analysis of healthcare providers' online ratings

• Main Authors: Erik Black, Lindsay Thompson, Heidi Saliba, Kara Dawson, Nicole Paradise Black
• Format: Article
• Language: English
• Published: BCS, The Chartered Institute for IT 2009-12-01
• Series: Journal of Innovation in Health Informatics
• Subjects: healthcare providers; online review; quality of care
• Online Access: http://hijournal.bcs.org/index.php/jhi/article/view/744

<strong>Background</strong> Many websites allow consumers to evaluate their healthcare experience yet scant data exist that explore the type and content of reviews. <strong>Objective</strong> To evaluate and describe online healthcare provider reviews. <strong>Methods</strong> 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). <strong>Results</strong> 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&lt; 0.01) and punctuality scores (aOR 2.1, 95% CI 2.05_2.15, P&lt; 0.01). Review frequency was inversely associated with scores, (aOR 0.94, 95% CI 0.92_0.96, P&lt;0.01). Analyses of narrative commentaries revealed more positive than negative terms (P&lt; 0.01). <strong>Conclusions</strong> Online ratings were largely positive. Future research must discern how online surveys affect patient referrals, provider reputations and patients' perceptions of quality of care.