Patient Satisfaction of General Dermatology Providers: A Quantitative and Qualitative Analysis of 38,008 Online Reviews

Abstract

Measuring patient satisfaction of general dermatology providers is an important goal because it can lead to improved clinical outcomes. Online reviews are emerging as the newest forum for evaluating physicians in real time and provide a valuable tool for measuring patient satisfaction. We analyzed both quantitative and qualitative online reviews of general dermatology providers at 121 Accreditation Council for Graduate Medical Education‒accredited dermatology programs across the country to determine which elements are most discussed in online ratings using the online platforms Vitals, US News, WebMD, Google Reviews, and Healthgrades. There were 38,008 online reviews included from general dermatology providers at Accreditation Council for Graduate Medical Education‒accredited programs. The median average overall quantitative rating of providers was 4.35 of 5. There were more positive (77%) than negative (23%) comments. The overall ratings of general dermatology providers were favorable. The most influential factors in both positive and negative comments were patient’s perceived experience and physician’s bedside manner (26% and 17%, respectively). Less important factors included office space, treatment by auxiliary staff, wait time, costs, and time spent with patients. This suggests that a provider’s personality, expressed compassion, empathy, and kindness may overcome other issues and create an overall positive experience.