Table 1.
Negative online review clinical and surgical characterization.
| Focus of the Review | Number (percent) of complaints | Surgical Patients (n = 70) | Non-Surgical Patients (n = 227) | p-value |
|---|---|---|---|---|
| Total complaints, N (%) | Total complaints, N (%) | |||
| Clinical Complaints (N = 142) | ||||
| Complication | 48 (16%) | 45 (64%) | 3 (1%) | <0.001 |
| Readmission | 4 (1%) | 3 (4%) | 1 (0%) | <0.001 |
| Reoperation | 9 (3%) | 9 (13%) | 0 (0%) | N/A |
| Uncontrolled pain | 37 (12%) | 27 (39%) | 10 (4%) | <0.001 |
| Misdiagnosis | 18 (6%) | 6 (9%) | 12 (5%) | 0.232 |
| Unclear treatment plan | 8 (3%) | 1 (1%) | 7 (3%) | 0.430 |
| Delay in care | 13 (4%) | 7 (10%) | 6 (3%) | <0.001 |
| Clinical Other | 5 (2%) | 1 (1%) | 4 (2%) | 0.833 |
| Non-Clinical Complaints (N = 491) | 99 | 43 | ||
| Bedside Manner Doctor/Unprofessional | 146 (49%) | 32 (46%) | 114 (50%) | 0.595 |
| Bedside Manner Midlevel/Unprofessional | 21 (7%) | 5 (7%) | 16 (7%) | 0.976 |
| Rude/unprofessional Staff | 92 (31%) | 12 (17%) | 80 (35%) | 0.011 |
| Wait Time | 75 (25%) | 9 (13%) | 66 (29%) | 0.012 |
| Not enough time spent with provider | 49 (16%) | 4 (6%) | 45 (20%) | 0.008 |
| Cost/billing/insurance | 66 (22%) | 18 (26%) | 48 (21%) | 0.406 |
| Facilities | 10 (3%) | 1 (1%) | 9 (4%) | 0.287 |
| Scheduling issues | 30 (10%) | 1 (1%) | 29 (13%) | 0.008 |
| Non-clinical Other | 2 (1%) | 0 (0%) | 2 (1%) | 0.432 |
| 82 | 409 | |||
Table 1. Clinical and non-clinical review comments categorized by surgical and non-surgical patients. Bold denotes statistical significance (p<0.05) rate of complaint between surgical and non-surgical patients.