Table 2.
Comparison of occurrence of themes between health systems’ sites and commercial rating sites.
| Themes | Total, n (%) | Commercial rating sites, n (%) | Health systems’ sites, n (%) | P valuea | |
| Sites | 775 (100) | 214 (27.6) | 561 (72.4) | ||
| Positive themes | |||||
|
|
Overall positive comments | 642 (82.8) | 152 (71.0) | 490 (87.3) | <.001 |
|
|
General positive comments about clinicians (great doctor, very good, would recommend, satisfied with care from provider) | 345 (44.5) | 89 (41.6) | 256 (45.6) | .31 |
|
|
Clinician communication and interpersonal skills | 365 (47.1) | 127 (59.3) | 238 (42.4) | <.001 |
|
|
Clinician technical skills | 158 (20.4) | 74 (34.6) | 84 (15.0) | <.001 |
|
|
Facility or office experience and staff characteristics | 127 (16.4) | 31 (14.5) | 96 (17.1) | .38 |
|
|
Patient care experience | 118 (15.2) | 12 (5.6) | 106 (18.9) | <.001 |
|
|
Reason for seeking care | 5 (0.6) | 2 (0.9) | 3 (0.5) | .62b |
|
|
Extremely positive | 13 (1.7) | 9 (4.2) | 4 (0.7) | .002b |
| Negative themes | |||||
|
|
Overall negative comments | 148 (19.1) | 76 (35.5) | 72 (12.8) | <.001 |
|
|
General negative comments about clinicians (would not recommend) | 12 (1.5) | 11 (5.1) | 1 (0.2) | <.001b |
|
|
Clinician communication and interpersonal skills | 72 (9.3) | 40 (18.7) | 32 (5.7) | <.001 |
|
|
Technical skills | 35 (4.5) | 27 (12.6) | 8 (1.4) | <.001 |
|
|
Facility or office experience and staff characteristics | 66 (8.5) | 38 (17.8) | 28 (5.0) | <.001 |
|
|
Patient care experience | 24 (3.1) | 16 (7.5) | 8 (1.4) | <.001 |
|
|
Feedback about survey | 7 (0.9) | 0 (0) | 7 (1.2) | — |
|
|
Extremely negative | 13 (1.7) | 13 (6.1) | 0 (0) | — |
| Neutral themes | |||||
|
|
Neutral patient experience | 86 (11.1) | 22 (10.3) | 64 (11.4) | .65 |
aAll chi-square tests, except where noted.
bFisher exact test.