正畸医生的负面在线评价：对不满意患者发布的投诉内容进行的分析
Negative online reviews of orthodontists: Content analysis of complaints posted by dissatisfied patients.
机构信息
Department of Orthodontics, University of Washington, Seattle, Wash.
Department of Biostatistics, University of Washington, Seattle, Wash.
出版信息
Am J Orthod Dentofacial Orthop. 2020 Aug;158(2):237-246.e4. doi: 10.1016/j.ajodo.2020.02.005.
INTRODUCTION
Patients may express views about their orthodontic care by posting publicly available reviews on the Internet. This study analyzed online reviews of orthodontists with an emphasis on the types and frequency of complaints expressed in negative reviews.
METHODS
A random sample of 10.6% of the American Association of Orthodontists membership was evaluated to identify members practicing in a North American office that is limited to orthodontics and has an online presence. Information regarding those orthodontists and their offices was collected. For offices with Google and/or Yelp reviews, all negative (1- or 2-star) reviews were saved for content analysis. If an office posted a response to a negative review, those responses were also collected for analysis.
RESULTS
Of the 807 eligible orthodontists, 92.4% had reviews on Google and/or Yelp. Average ratings of orthodontists were very positive (ie, 4- and 5-star reviews constituted >97% of Google reviews and >88% of Yelp reviews), yielding an average orthodontist rating of 4.72 on Google and 4.42 on Yelp. However, approximately half of those orthodontists (50.9%) also had at least 1 negative review. The 3 most frequently mentioned categories of complaints were regarding quality of care and/or service, interpersonal interactions, and money and/or financial issues. An analysis of the specific kinds of complaints is described. Orthodontists posting responses to negative reviews had significantly better average ratings than those who did not, but this association does not demonstrate a causal relationship.
CONCLUSIONS
Understanding the complaints orthodontic patients express in online reviews may suggest strategies to improve patient satisfaction and an orthodontist's online reputation.
简介
患者可能会通过在互联网上发布公开的评价来表达他们对正畸护理的看法。本研究分析了正畸医生的在线评价，重点关注负面评价中表达的投诉类型和频率。
方法
对美国正畸协会会员的 10.6%进行随机抽样，以确定在北美办公室执业的正畸医生，该办公室仅限于正畸治疗且有在线服务。收集了有关这些正畸医生及其办公室的信息。对于有谷歌和/或 Yelp 评价的办公室，保存了所有负面（1 星或 2 星）评价的内容进行分析。如果办公室对负面评价作出回应，也收集这些回应进行分析。
结果
在 807 名符合条件的正畸医生中，92.4%在谷歌和/或 Yelp 上有评价。正畸医生的平均评分非常高（即，谷歌评价中的 4 星和 5 星评价构成>97%，Yelp 评价中的>88%），谷歌的平均正畸医生评分为 4.72，Yelp 的评分为 4.42。然而，大约一半的正畸医生（50.9%）至少有 1 条负面评价。被提及最多的投诉类别是关于护理和/或服务质量、人际交往以及金钱和/或财务问题。描述了对具体投诉类别的分析。与未回复的正畸医生相比，回复负面评价的正畸医生的平均评分明显更高，但这种关联并不能证明存在因果关系。
结论
了解正畸患者在在线评价中表达的投诉可以为提高患者满意度和正畸医生的在线声誉提供策略。
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