Table 9.

Analysis of scathing and glowing comments for high- and low-volume surgeons on first 20 websites (excluding bariatric surgeons).

		Surgeon volumes						Analysis of variance
		All (N = 266)		Lumbar (n = 138)		Knee (n = 126)		Volumea		Procedureb		Interactionc
		HV	LV	HV	LV	HV	LV	F1,262	P	F1,262	P	F1,262	P
Quality of care comments
	Glowing mean (SD)	2.06 (1.74)	1.44 (1.72)	2.13 (1.59)	1.52 (1.67)	1.98 (1.92)	1.36 (1.77)	8.11	.005	0.51	.48	0.00	.99
	Glowing % (SD)	0.68 (0.33)	0.53 (0.40)	0.71 (0.30)	0.55 (0.38)	0.65 (0.36)	0.52 (0.42)	10.76	.001	0.78	.38	0.12	.73
	Scathing mean (SD)	0.43 (0.88)	0.44 (0.60)	0.45 (0.87)	0.52 (0.62)	0.39 (0.89)	0.37 (0.57)	0.04	.84	1.24	.27	0.22	.64
	Scathing % (SD)	0.12 (0.23)	0.22 (0.34)	0.12 (0.22)	0.25 (0.35)	0.12 (0.24)	0.19 (0.33)	7.34	.007	0.76	.39	0.74	.39
Customer service comments
	Glowing mean (SD)	0.80 (0.99)	0.73 (1.05)	0.60 (0.81)	0.59 (1.09)	1.03 (1.13)	0.87 (1.00)	0.48	.49	8.13	.005	0.397	.53
	Glowing % (SD)	0.29 (0.32)	0.31 (0.36)	0.22 (0.29)	0.23 (0.32)	0.38 (0.34)	0.38 (0.39)	0.01	.94	13.93	<.001	0.04	.85
	Scathing mean (SD)	0.71 (1.07)	0.61 (0.90)	0.81 (1.04)	0.69 (0.98)	0.60 (1.10)	0.53 (0.82)	0.61	.44	2.24	.14	0.03	.86
	Scathing % (SD)	0.19 (0.26)	0.24 (0.33)	0.22 (0.27)	0.26 (0.32)	0.16 (0.24)	0.23 (0.35)	2.13	.15	1.38	.24	0.16	.69

^a Comparing high- versus low-volume surgeons

^b Comparing lumbar and knee surgeons

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