Black Erik W, Thompson Lindsay A, Saliba Heidi, Dawson Kara, Black Nicole M Paradise
Department of Pediatrics, University of Florida College of Medicine, 1701 SW 16th Ave, Gainesville, FL 32608, USA.
Inform Prim Care. 2009;17(4):249-53. doi: 10.14236/jhi.v17i4.744.
Many websites allow consumers to evaluate their healthcare experience yet scant data exist that explore the type and content of reviews.
To evaluate and describe online healthcare provider reviews.
We analysed 16,703 ratings on 6101 providers from four US cities. Ratings spanned five categories and an overall provider score. We also performed text analyses of narrative commentary (n = 15,952).
Providers had a high mean score for each category (3.7-4.0 out of 5). Higher overall scores were associated with higher staff (adjusted odds ratio (aOR) 3.0, 95% CI 2.9-3.0, P < 0.01) and punctuality scores (aOR 2.1, 95% CI 2.05-2.15, P < 0.01). Review frequency was inversely associated with scores, (aOR 0.94, 95% CI 0.92-0.96, P < 0.01). Analyses of narrative commentaries revealed more positive than negative terms (P < 0.01).
Online ratings were largely positive. Future research must discern how online surveys affect patient referrals, provider reputations and patients' perceptions of quality of care.
许多网站允许消费者评估他们的医疗体验，但探索评论类型和内容的数据却很少。
评估和描述在线医疗服务提供者的评论。
我们分析了来自美国四个城市的6101名医疗服务提供者的16703条评分。评分涵盖五个类别和一个总体医疗服务提供者得分。我们还对叙述性评论（n = 15952）进行了文本分析。
每个类别的医疗服务提供者平均得分都很高（满分5分，得分为3.7 - 4.0）。总体得分较高与员工得分较高（调整优势比（aOR）3.0，95%置信区间2.9 - 3.0，P < 0.01）和准时得分较高（aOR 2.1，95%置信区间2.05 - 2.15，P < 0.01）相关。评论频率与得分呈负相关（aOR 0.94，95%置信区间0.92 - 0.96，P < 0.01）。对叙述性评论的分析显示，正面词汇多于负面词汇（P < 0.01）。
在线评分大多是正面的。未来的研究必须弄清楚在线调查如何影响患者转诊、医疗服务提供者声誉以及患者对医疗质量的看法。
