Nonclinical Factors Drive the Majority of 1-Star Yelp Reviews for Plastic Surgeons in 4 Major US Cities.

Abstract

Online ratings may very well determine how patients choose their plastic surgeons. However, the specific drivers of extremely negative feedback remain underexplored. We analyzed 1-star Yelp reviews to characterize clinical and nonclinical factors that most commonly trigger public discontent. Yelp.com was queried for "plastic surgeon" in New York, Miami, Los Angeles, and Chicago. Board-certified surgeons with at least one 1-star review were included. Two reviewers independently coded every discrete complaint as clinical (poor outcome, complications) or nonclinical (staff behavior, billing). Reviews that mentioned an operation were tagged "surgical." Frequencies were compared with χ 2 tests ( α = 0.05). Eighty-six surgeons generated 955 1-star reviews comprising 2,423 complaints (2.54 ± 1.31 per review). Nonclinical grievances out-numbered clinical 1,502 versus 921 (62% vs. 38%). Staff discourtesy (14.0%), rude bedside manner (12.4%), and billing disputes (10.5%) led the nonclinical category. Dissatisfaction with aesthetic outcome (17.8%) and complications (10.2%) headed clinical concerns. Surgical reviewers (n = 482) cited poor results and complications three times more often than nonsurgical reviewers. The latter focused on staff and access issues. Geographic profiles differed: Miami complaints centered on customer service, whereas New York was overwhelmingly outcome driven. Two thirds of 1-star plastic-surgery reviews stem from interpersonal or administrative shortcomings, not operative misadventures. Because nonclinical issues are comparatively easier to correct, investments in staff training, transparent pricing, and streamlined scheduling may improve online reputation as effectively as technical refinements in the operating room.