Abstract:
BACKGROUND:Over the last two decades, patient review websites have emerged as an essential online platform for doctor ratings and reviews. Recent studies suggested the significance of such websites as a data source for patients to choose doctors for healthcare providers to learn and improve from patient feedback and to foster a culture of trust and transparency between patients and healthcare providers. However, as compared to other medical specialties, studies of online patient reviews that focus on dentists in the United States remain absent. OBJECTIVE:This study sought to understand to what extent online patient reviews can provide performance feedbacks that reflect dental care quality and patient experience. METHODS:Using mixed informatics methods incorporating statistics, natural language processing, and domain expert evaluation, we analyzed the online patient reviews of 204,751 dentists extracted from HealthGrades with two specific aims. First, we examined the associations between patient ratings and a variety of dentist characteristics. Second, we identified topics from patient reviews that can be mapped to the national assessment of dental patient experience measured by the Patient Experience Measures from the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Dental Plan Survey. RESULTS:Higher ratings were associated with female dentists (t71881=2.45, P<.01, g=0.01), dentists at a younger age (F7, 107128=246.97, P<.001, g=0.11), and those whose patients experienced a short wait time (F4, 150055=10417.77, P<0.001, g=0.18). We also identified several topics that corresponded to CAHPS measures, including discomfort (eg, painful/painless root canal or deep cleaning), and ethics (eg, high-pressure sales, and unnecessary dental work). CONCLUSIONS:These findings suggest that online patient reviews could be used as a data source for understanding the patient experience and healthcare quality in dentistry.
journal_name
J Med Internet Resjournal_title
Journal of medical Internet researchauthors
Lin Y,Hong YA,Henson BS,Stevenson RD,Hong S,Lyu T,Liang Cdoi
10.2196/18652subject
Has Abstractpub_date
2020-07-07 00:00:00pages
e18652issue
7eissn
1439-4456issn
1438-8871pii
v22i7e18652journal_volume
22pub_type
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abstract::[This corrects the article DOI: .]. ...
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