Patient-Recorded Physician Ratings: What Can We Learn From 11,527 Online Reviews of Orthopedic Surgeons?

Background: Physician rating websites have become an increasingly popular medium for patients to give feedback and to obtain information about physicians. Each physician rating website uses different criteria to evaluate physicians, with the option for patients to provide written reviews. Our goal is to identify factors that patients value when seeking an orthopedic surgeon.

Methods: The study design was observational. We analyzed 7 common physician rating websites (RateMDs.com, HealthGrades.com, Vitals.com, WebMD.com, CareDash.com, Wellness.com, and ZocDoc.com) to evaluate orthopedic surgeon ratings and examine the variables that influence these ratings. Numeric ratings were standardized on a scale from 0-100 (higher number = positive rating). Multilevel mixed-effect Poisson regression models were used where appropriate.

Results: A total of 11,527 online reviews of orthopedic surgeons in a single metropolitan area were evaluated in April 2019. The average overall rating was positive at 83.66 (±12.33) on our scale. The majority of surgeons amassed ≤20 reviews on each website. Higher ratings were correlated with staff friendliness (P = .010), punctuality (P = .009), and knowledge/expertise (P = .031). Analysis of written reviews showed that resolution of original patient complaints was associated with a high-scoring review.

Conclusion: This study may impact the ability of orthopedic surgeons to improve patient satisfaction and experience. The online image of orthopedic surgeons is positive in general, with weight placed on timeliness, knowledge, and staff friendliness. Further study is needed to examine whether differences exist in patient-centric domains reviewing orthopedic subspecialties. Future multiple geographic area studies will help elucidate any regional variation in patient-recorded data, as well as the role of any participation bias.