Analysis Finds That Skill & Care Quality Top Priority for Patients Reveals Surprising Underlying Gender Biases in Patient Reviews, Showing How Sentiment Differs by Gender for both Patients & Providers
Healthgrades, the leading resource that connects consumers, physicians and health systems, and MGMA, the premier healthcare business association for medical practices, released the 2020 Patient Sentiment Report, which provides new insights into how patients experience healthcare.
Through an analysis of 8.4 million star reviews on Healthgrades.com, including 2.4 million written reviews, the Patient Sentiment Report reveals new findings that show what topics patients most often cite in positive reviews – comments on the doctor’s skill or care quality. From the patient’s perspective, this often translates into whether they had improvement in symptoms or underwent a procedure with a successful outcome. On the other hand, in negative reviews, patients mention the factors of wait time, visit time, and office staff up to three times more often than they do in positive reviews.
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“Healthgrades Patient Sentiment Report depicts the current healthcare landscape, and illustrates how patients are experiencing their health care, inside and outside of the doctor’s office. This report shows that patients are in tune with the quality of care they receive, as well as demonstrates the importance of how online reviews can influence their decision to visit a provider or hospital,” said Brad Bowman, MD, Chief Medical Officer, Healthgrades. “Health systems and providers alike can use this information to identify opportunities for growth and improve the quality of care that they provide.”
“A healthier world is achievable when we in healthcare understand how to build healthier relationships among physicians, patients and staff. This data demystifies the factors that will elevate patient experience: High-quality care, operational excellence and meaningful communication together build the foundation for the way we want healthcare to work,” said Halee Fischer-Wright, MD, MMM, FAAP, FACMPE, president and chief executive officer at MGMA.
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The Patient Sentiment Report also for the first time compared how patient sentiment varies across different states. For example, New Jersey and Idaho doctors are among the most highly-rated in the country, while providers in Maine and West Virginia receive lower ratings across multiple factors.