How Satisfied Are Patients With Their Radiologists? Assessment Using a National Patient Ratings Website.

Abstract

The purpose of this study is to assess features of patient satisfaction scores for U.S. radiologists using a popular physician rating website. Patient reviews were retrieved from the website RateMDs for all listed radiologists in all 297 U.S. cities with population 100,000 or greater. Reviews included rating scores of 1-5 (5 = highest) in four categories (staff, punctuality, knowledge, and helpfulness). Additional physician information was obtained from Medicare files. Common words in patient free-text comments were assessed. Statistical analyses were performed. We identified 1891 patient reviews for 1259 radiologists. In all four categories, the most common score was 5 for excellent (62.7-74.3%), and the second most common score was 1 for terrible (13.5-20.4%); scores of 2-4 were far less frequent (1.9-11.6%). Scores for all four categories highly correlated with one another (r = 0.781-0.951). Radiologists in the Northeast scored significantly lower (p < 0.001) than those elsewhere for both staff and punctuality. Radiologists attending a designated top 50 medical school showed nonsignificant trends toward lower scores for helpfulness (p = 0.073) and knowledge (p = 0.062). The most common words in free-text comments for positive reviews were "caring," "knowledgeable," and "professional." For negative reviews, "rude," "pain," and "unprofessional" were most common. Overall, most radiologists rated online by their patients score well, but reviews tended to be either strongly positive or negative. Scores across various categories are highly correlated, suggesting that there is a halo effect. Radiologists should recognize the effect of both facility- and radiologist-related factors in influencing patients' overall perceptions.