Table 2.
Analysis of Negative Yelp Reviews Categorized as Clinical or Nonclinical Complaints by Patients With or Without Surgery
| Surgical Patients (N = 47) |
Nonsurgical Patients (N = 242) |
P Value (χ2) | |
|---|---|---|---|
| Total Complaints N (% of Total) |
Total Complaints, N (%) | ||
| Clinical Complaints | |||
| Complication | 26 (23%) | 6 (1%) | <0.001 |
| Reoperation | 16 (14%) | 2 (0%) | <0.001 |
| Uncontrolled pain | 9 (8%) | 12 (3%) | 0.326 |
| Misdiagnosis | 5 (4%) | 24 (5%) | 0.012 |
| Readmission | 3 (3%) | 1 (0%) | <0.001 |
| Delay in care | 3 (3%) | 11 (2%) | 0.935 |
| Unclear treatment plan | 1 (1%) | 14 (3%) | <0.001 |
| Total complaints | 63 | 70 | |
| Nonclinical | |||
| Bedside manner, doctor | 21 (18%) | 99 (22%) | <0.001 |
| Wait time | 8 (7%) | 55 (12%) | <0.001 |
| Finance related | 8 (7%) | 70 (15%) | <0.001 |
| Unprofessional staff | 7 (6%) | 91 (20%) | <0.001 |
| Not enough time spent with provider | 3 (3%) | 23 (5%) | <0.001 |
| Bedside manner, midlevel | 2 (2%) | 10 (2%) | 0.576 |
| Scheduling issues | 2 (2%) | 27 (6%) | <0.001 |
| Facilities | 0 (0%) | 7 (2%) | 0.022 |
| Total complaints | 51 | 382 |
NOTE. Numbers in bold indicate significant differences between surgical and non-surgical complaints.