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

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 su...

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Bibliographic Details
Published in:Annals of otology, rhinology & laryngology rhinology & laryngology, 2021-12, Vol.130 (12), p.1317-1325
Main Authors: Basa, Krystyne, Jabbour, Nicolette, Rohlfing, Matthew, Schmoker, Sarah, Lawlor, Claire M., Levi, Jessica, Sobin, Lindsay, Tracy, Jeremiah C., Tracy, Lauren F.
Format: Article
Language:English
Subjects:
Female
Hospitals - standards
Humans
Male
Otolaryngologists - standards
Otolaryngology - standards
Patient Satisfaction - statistics & numerical data
Physician-Patient Relations
United States
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Summary: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 20) was associated with male gender, professor ranking, and >30 years in practice (P 30+ years in practice (P = .023). Across all platforms, comprehensive otolaryngologists and neurotologists/otologists were rated lower in comparison to other specialties (PGS:P 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.
ISSN:0003-4894
1943-572X
DOI:10.1177/00034894211005985