Table 7.

Analysis of scathing and glowing comments for high- and low-volume surgeons.

		Surgeon types										Analysis of variance
		All (N = 385)			Bariatric (n = 101)			Lumbar (n =147)		Knee (n = 137)		Volumea		Procedureb		Interactionc
		HV		LV	HV	LV		HV	LV	HV	LV	F 1,379	P	F 2,379	P	F 2,379	P
Quality of care comments
	Glowing mean (SD)		1.76 (1.56)	1.25 (1.46)	1.09 (0.98)	0.73 (0.64)	2.06 (1.50)		1.55 (1.50)	1.89 (1.81)	1.35 (1.76)	9.43	.002	11.59	<.001	0.11	.89
	Glowing % (SD)		0.64 (0.35)	0.51 (0.38)	0.53 (0.38)	0.44 (0.41)	0.70 (0.30)		0.55 (0.34)	0.64 (0.36)	0.53 (0.40)	9.87	.002	4.57	.01	0.36	.70
	Scathing mean (SD)		0.35 (0.65)	0.44 (0.57)	0.26 (0.49)	0.34 (0.57)	0.40 (0.79)		0.57 (0.61)	0.35 (0.59)	0.38 (0.53)	1.98	.16	2.80	.06	0.42	.66
	Scathing % (SD)		0.14 (0.26)	0.23 (0.34)	0.15 (0.30)	0.19 (0.35)	0.12 (0.22)		0.27 (0.33)	0.15 (0.27)	0.23 (0.35)	8.01	.005	0.28	.76	0.90	.41
Customer service comments
	Glowing mean (SD)		0.65 (0.90)	0.52 (0.89)	0.23 (0.41)	0.17 (0.42)		0.60 (0.72)	0.57 (1.02)	1.00 (1.16)	0.74 (0.93)	1.65	.20	17.83	<.001	0.74	.48
	Glowing % (SD)		0.24 (0.30)	0.22 (0.32)	0.11 (0.23)	0.09 (0.26)		0.22 (0.27)	0.22 (0.31)	0.36 (0.33)	0.32 (0.35)	0.41	.52	18.93	<.001	0.09	.92
	Scathing mean (SD)		0.58 (0.87)	0.49 (0.79)	0.32 (0.60)	0.18 (0.42)		0.73 (0.93)	0.67 (0.93)	0.60 (0.92)	0.56 (0.80)	0.97	.32	9.29	<.001	0.12	.89
	Scathing % (SD)		0.19 (0.27)	0.21 (0.32)	0.14 (0.28)	0.08 (0.21)		0.22 (0.27)	0.26 (0.32)	0.19 (0.26)	0.26 (0.36)	0.49	.48	6.78	.001	1.60	.20

^a Comparing high- versus low-volume surgeons

^b Comparing bariatric, lumbar, and knee surgeons

^c Comparing high- versus low-volume surgeons across surgeon categories