Hitchman Kyle J, Anastasio Albert T, Baumann Anthony N, Welch Sarah E, Walley Kempland C, Klifto Christopher S
Campbell University School of Osteopathic Medicine, Lillington, North Carolina.
Department of Orthopaedics, Duke University, Durham, North Carolina.
J Wrist Surg. 2024 Jan 31;14(2):194-199. doi: 10.1055/s-0044-1779446. eCollection 2025 Apr.
Physician-review websites are a commonly used resource by patients when choosing a surgeon. While data exist regarding some surgical specialties, no study has examined negative one-star reviews for orthopaedic-trained hand surgeons. The goal of this study was to investigate one-star reviews regarding orthopaedic-trained hand and upper extremity surgeons in the 10 largest cities in the United States to determine the associated factors behind unsatisfied patients to improve patient care. Patient reviews and narratives of orthopaedic-trained hand surgeons were collected from the 10 largest cities in the United States using Vitals.com. One-star reviews (out of a five-star maximum) with comments were identified and classified as operative or nonoperative. These reviews were further subclassified based on the nature of the comment. A total of 830 one-star reviews with 1,662 complaints were included in this study. Of these complaints, 557 (33.5%) were from patients who received operative care and 1,105 (66.5%) were from nonoperative care patients. Nonoperative patient one-star reviews had a significantly higher proportion of complaints related to bedside manners (37.6 to 19.6%, < 0.001), not enough time spent with the provider (18.1 to 4.5%, < 0.001), and wait time (13.3 to 3.2%, < 0.001) as compared with operative patient one-star reviews. Operative patient one-star reviews had a higher proportion of complaints related to disagreement with the physician's decision or plan (15.6 to 10.2%, = 0.002); uncontrolled pain (14.4 to 7.9%, < 0.001); and medical staff or institution (17.2 to 12.9%, = 0.018) as compared with nonoperative patients. Most one-star reviews regarding orthopaedic-trained hand surgeons referenced nonclinical components-bedside manner was the most common complaint. It was determined that surgical patients were less likely to leave a one-star review; however, if they did, the most common complaint was in reference to a disagreement with the physician's decision or uncontrolled pain postoperatively. Outcomes 2c.
医生评价网站是患者选择外科医生时常用的资源。虽然有关于一些外科专业的数据，但尚无研究调查接受骨科培训的手外科医生的一星负面评价。本研究的目的是调查美国10个最大城市中接受骨科培训的手和上肢外科医生的一星评价，以确定患者不满意的相关因素，从而改善患者护理。
使用Vitals.com收集了美国10个最大城市中接受骨科培训的手外科医生的患者评价和叙述。识别出带有评论的一星评价（满分五星），并将其分类为手术相关或非手术相关。这些评价根据评论的性质进一步细分。
本研究共纳入830条一星评价及1662条投诉。在这些投诉中，557条（33.5%）来自接受手术治疗的患者，1105条（66.5%）来自接受非手术治疗的患者。与接受手术治疗患者的一星评价相比，接受非手术治疗患者的一星评价中，与床边态度相关的投诉比例显著更高（37.6%对19.6%，P<0.001）、与医生相处时间不足相关的投诉比例显著更高（18.1%对4.5%，P<0.001）以及等待时间相关的投诉比例显著更高（13.3%对3.2%，P<0.001）。与接受非手术治疗的患者相比，接受手术治疗患者的一星评价中，与不同意医生的决定或计划相关的投诉比例更高（15.6%对10.2%，P=0.002）；疼痛控制不佳相关的投诉比例更高（14.4%对7.9%，P<0.001）；以及与医护人员或机构相关的投诉比例更高（17.2%对12.9%，P=0.018）。
关于接受骨科培训的手外科医生的大多数一星评价都提到了非临床因素——床边态度是最常见的投诉。研究确定，手术患者留下一星评价的可能性较小；然而，如果他们这样做了，最常见的投诉是不同意医生的决定或术后疼痛控制不佳。
结果2c。
