Online ratings and narrative comments of American Head and Neck Society surgeons.

Abstract

We analyzed online rating scores and comments of head and neck surgeons to understand factors that contribute to higher ratings. Numerical ratings and comments for American Head and Neck Society physicians were extracted from Healthgrades, Vitals, RateMDs, and Yelp, with narrative comments categorized based on content. Physician practice location, education, and residency training were also compiled. Patient ratings were significantly higher with supportive staff and affable physician demeanor but showed significant drops with longer wait times and difficulties scheduling appointments or follow-ups. Physician education and postgraduate training did not significantly affect ratings. Online ratings and comments correlated to modifiable factors in clinical practice and may be informative in understanding patient needs.