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The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical

PURPOSE: To examine and characterize extremely negative Yelp reviews of orthopedic sports surgeons in the United States. METHODS: A search for reviews was performed using the keywords “Orthopedic Sports Medicine” on Yelp.com for 8 major metropolitan areas. Single-star reviews were isolated for analy...

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Autores principales: Pollock, Jordan R., Arthur, Jaymeson R., Smith, Jacob F., Mujahed, Tala, Brinkman, Joseph C., Moore, M. Lane, Chhabra, Anikar
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Elsevier 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8551418/
https://www.ncbi.nlm.nih.gov/pubmed/34746847
http://dx.doi.org/10.1016/j.asmr.2021.07.008
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author Pollock, Jordan R.
Arthur, Jaymeson R.
Smith, Jacob F.
Mujahed, Tala
Brinkman, Joseph C.
Moore, M. Lane
Chhabra, Anikar
author_facet Pollock, Jordan R.
Arthur, Jaymeson R.
Smith, Jacob F.
Mujahed, Tala
Brinkman, Joseph C.
Moore, M. Lane
Chhabra, Anikar
author_sort Pollock, Jordan R.
collection PubMed
description PURPOSE: To examine and characterize extremely negative Yelp reviews of orthopedic sports surgeons in the United States. METHODS: A search for reviews was performed using the keywords “Orthopedic Sports Medicine” on Yelp.com for 8 major metropolitan areas. Single-star reviews were isolated for analysis, and individual complaints were then categorized as clinical or nonclinical. The reviews were classified as surgical or nonsurgical. RESULTS: A total of 11,033 reviews were surveyed. Of these, 1,045 (9.5%) were identified as 1-star, and 289 were ultimately included in the study. These reviews encompassed 566 total complaints, 133 (23%) of which were clinical, and 433 (77%) of which were nonclinical in nature. The most common clinical complaints concerned complications (32 complaints; 6%), misdiagnosis (29 complaints; 5%), and uncontrolled pain (21 complaints; 4%). The most common nonclinical complaints concerned physicians’ bedside manner (120 complaints; 21%), unprofessional staff (98 complaints; 17%), and finances (78 complaints; 14%). Patients who had undergone surgery wrote 47 reviews that resulted in 114 complaints (20.5% of total complaints), whereas nonsurgical patients were responsible for 242 reviews and a total of 452 complaints (81.3% of total complaints). The difference in the number of complaints by patients after surgery and patients without surgery was statistically significant (P < 0.05) for all categories except for uncontrolled pain, delay in care, bedside manner of midlevel staff, and facilities. CONCLUSION: Our study of extremely negative Yelp reviews found that 77% of negative complaints were nonclinical in nature. The most common clinical complaints were complications, misdiagnoses and uncontrolled pain. Only 16% of 1-star reviews were from surgical patients. CLINICAL RELEVANCE: Patients use online review platforms when choosing surgeons. A comprehensive understanding of factors affecting patient satisfaction and dissatisfaction is needed. The results of our study could be used to guide future quality-improvement measures and to assist surgeons in maintaining favorable online reputations.
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spelling pubmed-85514182021-11-04 The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical Pollock, Jordan R. Arthur, Jaymeson R. Smith, Jacob F. Mujahed, Tala Brinkman, Joseph C. Moore, M. Lane Chhabra, Anikar Arthrosc Sports Med Rehabil Original Article PURPOSE: To examine and characterize extremely negative Yelp reviews of orthopedic sports surgeons in the United States. METHODS: A search for reviews was performed using the keywords “Orthopedic Sports Medicine” on Yelp.com for 8 major metropolitan areas. Single-star reviews were isolated for analysis, and individual complaints were then categorized as clinical or nonclinical. The reviews were classified as surgical or nonsurgical. RESULTS: A total of 11,033 reviews were surveyed. Of these, 1,045 (9.5%) were identified as 1-star, and 289 were ultimately included in the study. These reviews encompassed 566 total complaints, 133 (23%) of which were clinical, and 433 (77%) of which were nonclinical in nature. The most common clinical complaints concerned complications (32 complaints; 6%), misdiagnosis (29 complaints; 5%), and uncontrolled pain (21 complaints; 4%). The most common nonclinical complaints concerned physicians’ bedside manner (120 complaints; 21%), unprofessional staff (98 complaints; 17%), and finances (78 complaints; 14%). Patients who had undergone surgery wrote 47 reviews that resulted in 114 complaints (20.5% of total complaints), whereas nonsurgical patients were responsible for 242 reviews and a total of 452 complaints (81.3% of total complaints). The difference in the number of complaints by patients after surgery and patients without surgery was statistically significant (P < 0.05) for all categories except for uncontrolled pain, delay in care, bedside manner of midlevel staff, and facilities. CONCLUSION: Our study of extremely negative Yelp reviews found that 77% of negative complaints were nonclinical in nature. The most common clinical complaints were complications, misdiagnoses and uncontrolled pain. Only 16% of 1-star reviews were from surgical patients. CLINICAL RELEVANCE: Patients use online review platforms when choosing surgeons. A comprehensive understanding of factors affecting patient satisfaction and dissatisfaction is needed. The results of our study could be used to guide future quality-improvement measures and to assist surgeons in maintaining favorable online reputations. Elsevier 2021-08-18 /pmc/articles/PMC8551418/ /pubmed/34746847 http://dx.doi.org/10.1016/j.asmr.2021.07.008 Text en © 2021 The Authors https://creativecommons.org/licenses/by-nc-nd/4.0/This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).
spellingShingle Original Article
Pollock, Jordan R.
Arthur, Jaymeson R.
Smith, Jacob F.
Mujahed, Tala
Brinkman, Joseph C.
Moore, M. Lane
Chhabra, Anikar
The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical
title The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical
title_full The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical
title_fullStr The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical
title_full_unstemmed The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical
title_short The Majority of Complaints About Orthopedic Sports Surgeons on Yelp Are Nonclinical
title_sort majority of complaints about orthopedic sports surgeons on yelp are nonclinical
topic Original Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8551418/
https://www.ncbi.nlm.nih.gov/pubmed/34746847
http://dx.doi.org/10.1016/j.asmr.2021.07.008
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