Building a Positive Online Reputation in Hand Surgery: Quantitative Analysis of Factors Linked to Patient Five-Star Reviews.

Abstract

Online physician review websites have changed the health care landscape by offering patients accessible platforms to evaluate and share their experiences. Physician review websites, such as Google Reviews, Yelp, and Healthgrades, may influence patient preferences and health care delivery. This study aimed to identify both clinical and nonclinical factors associated with five-star reviews to provide actionable insights for surgeons to improve patient experience and satisfaction. Fifty fellowship-trained hand surgeons practicing in 10 major metropolitan areas were randomly selected from the American Society for Surgery of the Hand directory. Reviews from Google.com rated five stars were analyzed, with a maximum of 20 reviews per surgeon. Compliments were categorized as clinical (eg, treatment plans, diagnoses, outcomes, and pain management) or nonclinical (eg, physician/staff professionalism, wait times, scheduling, and cost) and classified as surgical or nonsurgical. Two independent reviewers analyzed the reviews, with discrepancies resolved by a third reviewer. Univariate analysis and chi-square tests were used to assess categorical variables. A total of 448 five-star reviews containing 691 compliments were analyzed. Clinical compliments constituted 43.8%, whereas 56.2% were nonclinical. Common clinical compliments included clear treatment plans (21.1%) and good outcomes (19.7%). Nonclinical compliments frequently highlighted physician professionalism (51.4%) and staff professionalism (23.2%). Surgical patients were more likely to mention good outcomes (44.0% vs 5.9%) and pain control (10.4% vs 1.4%), whereas nonsurgical patients emphasized physician professionalism (55.3% vs 44.4%) and staff professionalism (26.8% vs 16.8%). Private practice surgeons received more five-star reviews than academic surgeons, although average overall ratings were similar. Physician interpersonal skills and staff professionalism play critical roles in positive online reviews. Clinical outcomes are key drivers for surgical patients, whereas nonsurgical patients prioritize communication and alternative care options. This study identifies key factors associated with five-star reviews in hand surgery, offering actionable insights to enhance patient satisfaction.