Online Reputations: Comparing Hospital- and Patient-Generated Ratings in Academic Otolaryngology

Krystyne Basa; Nicolette Jabbour; Matthew Rohlfing; Sarah Schmoker; Claire M Lawlor; Jessica Levi; Lindsay Sobin; Jeremiah C Tracy; Lauren F Tracy

doi:10.1177/00034894211005985

Online Reputations: Comparing Hospital- and Patient-Generated Ratings in Academic Otolaryngology

Ann Otol Rhinol Laryngol. 2021 Dec;130(12):1317-1325. doi: 10.1177/00034894211005985. Epub 2021 Apr 3.

Authors

Krystyne Basa¹, Nicolette Jabbour², Matthew Rohlfing¹, Sarah Schmoker³, Claire M Lawlor⁴, Jessica Levi^{1

2}, Lindsay Sobin⁵, Jeremiah C Tracy⁶, Lauren F Tracy^{1

2}

Affiliations

¹ Department of Otolaryngology-Head and Neck Surgery, Boston Medical Center, Boston, MA, USA.
² Boston University School of Medicine, Boston, MA, USA.
³ University of Nebraska Medical School, Omaha, NE, USA.
⁴ Department of Otolaryngology-Head and Neck Surgery, Children's National Medical Center, Washington, DC, USA.
⁵ Department of Otolaryngology-Head and Neck Surgery, University of Massachusetts Medical School, Worcester, MA, USA.
⁶ Department of Otolaryngology-Head and Neck Surgery, Tufts Medical Center, Boston, MA, USA.

PMID: 33813874
DOI: 10.1177/00034894211005985

Abstract

Objectives: This study compares hospital-generated online ratings to patient-generated online ratings in academic otolaryngology and evaluates physician factors influencing these results.

Methods: Websites of academic otolaryngologists were assessed for inclusion of hospital-generated Press Ganey surveys. Corresponding scores on Healthgrades and Vitals.com were identified via internet search. Hospital ratings were compared with patient-generated ratings, including score, demographics, and number of ratings. All data was collected between July 15th 2019 and August 22nd 2019.

Results: 742 academic otolaryngologists with hospital-generated ratings were identified. Mean hospital-generated rating was significantly higher ((4.70, 95% CI 4.69-4.72) than patient-generated rating (Vitals:4.26, 95% CI 4.18-4.34, and Healthgrades:4.02, 95% CI 3.87-4.18; P < .001). In patient-generated rating, an increased number of rating scores (>20) was associated with male gender, professor ranking, and >30 years in practice (P < .005). Physician demographics did not impact number of ratings in hospital-generated setting. With patient-generated, lower aggregate score was associated with professor ranking (P = .001). In hospital-generated, lower score was associated with >30+ years in practice (P = .023). Across all platforms, comprehensive otolaryngologists and neurotologists/otologists were rated lower in comparison to other specialties (PGS:P < .001,Vitals:P = .027,Healthgrades:P = .016).

Conclusion: Hospital-generated ratings yield higher mean scores than patient-generated platforms. Between sources, Healthgrades.com scores were lower than those of Vitals.com. Professors with >30 years of practice generated more reviews in patient-generated ratings, and these physicians were generally rated lower. Access to patient-generated ratings is universal and physicians should be aware of variability between online rating platforms as scores may affect referrals and practice patterns.

Keywords: healthgrades; online reviews; patient satisfaction; physician demographics; press ganey.

Publication types

Comparative Study
Multicenter Study

MeSH terms

Female
Hospitals / standards*
Humans
Male
Otolaryngologists / standards*
Otolaryngology / standards*
Patient Satisfaction / statistics & numerical data*
Physician-Patient Relations*
United States