Physician Rating Websites: an Analysis of Physician Evaluation and Physician Perception

Background: The goal of this study was to evaluate current physician ratings websites (PRWs) to determine whichfactors correlated to higher physician scores and evaluate physician perspective of PRWs.Methods: This study evaluated two popular websites, Healthgrades.com and Vitals.com, to gather information onpracticing physician members of the American Shoulder and Elbow Society database. A survey was conducted ofthe American Shoulder and Elbow Society (ASES) membership to gather data on the perception held by individualphysicians regarding PRWs.Results: We found that patients were more likely to give physicians positive reviews and the average overall scorewas 8.35 (3.75-10). Patient wait time (P=0.052) trended toward significance as a major factor in determining theoverall scores, while ratings in both physician bedside manner (P=0.001) and physician/staff courtesy (P=0.002)were significant in reflecting the overall score given to the physician. According to our survey, a majority of therespondents were indifferent to highly unfavorable to PRWs (88%) and the validity of their ratings (78%).Conclusion: As PRWs become increasingly popular amongst patients in this digital age, it is critical to understand thatthe scores are not reflective of a significant proportion of the physicians’ patient population. Physicians can use thisstudy to determine what affects a patient’s experience and focus efforts on improving patients’ perception of quality,overall satisfaction, and overall care. Consumers may use this study to increase their awareness of the potential forsignificant sampling error inherent in PRWs when making decisions about their care.Level of evidence: III