Characteristics associated with five-star online reviews of oncologists.

Abstract

e13533 Background: Patient satisfaction has become an increasingly important component of healthcare quality, leading to greater reliance on physician rating websites when selecting physicians. While disease-specific, data-driven outcomes remain central to evaluating oncologic care, patients are increasingly influenced by subjective experiences reported online. This study aims to identify and characterize factors associated with 5-star ratings for oncologists in Arizona. Methods: A search of health.usnews.com identified 575 oncologists in Arizona, from which 100 were randomly selected. These 100 oncologists were then searched on Google Reviews, and only reviews with a 5-star rating (out of a possible 5 stars) were included. Reviews and its comments were categorized as either clinical or non-clinical. Comments that referenced bedside manner, professionalism, staff interactions, wait times, ease of scheduling, or facility-related factors were categorized as non-clinical. Comments that referenced treatment plans, outcomes, or alternative recommendations were categorized as clinical. Results: We found a total of 1,246 Google reviews, of which 735 (59%) total 5-star reviews were found. 261 (36%) reviews were excluded due to no associated comments or no relation to oncology. Of these remaining 474 reviews included for analysis, there were 1,190 total positive comments. Each review had an average of 2.51 compliments. Among the 1190 positive comments, 816 (69%) were non-clinically related and 374 (31%) were clinically related. The most frequently cited non-clinical factors were bedside manner 523 (64%), friendly/professional staff 119 (15%), reduced wait times 76 (9%), and ease of scheduling 37 (5%). The most common clinical compliments were for clarity of treatment plans 136 (36%), positive outcomes 83 (22%), and providing alternative management recommendations 57 (15%). Conclusions: Choosing a physician, specifically an oncologist, is a complex and deeply personal process for patients. As online physician ratings and reviews continue to grow, they will play an increasing role in guiding patients with these choices. In our analysis, a majority of 5-star reviews emphasized non-clinical factors such as communication, bedside manner, staff interactions, and reduced wait times. Understanding these drivers of patient satisfaction may help oncologists better meet patient expectations and improve the overall care experience. Characteristics of compliments. Non-Clinical Compliments (N=816) Bedside Manner 523 64% Friendly Staff 119 15% Reduced Wait Times 76 9% Ease of Scheduling 37 5% Facilities 18 2% Other 1 43 5% Clinical Compliments (N=374) Clarity of Treatment Plan 136 36% Positive Outcomes 83 22% Alternative management recommendations 57 15% Timely Responses 34 9% Other 2 64 17% 1. Midlevel bedside manner, enough time spent with provider, clear billing. 2. Agreement with plan, perceived clinical ability.