{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,2,21]],"date-time":"2025-02-21T19:49:54Z","timestamp":1740167394194,"version":"3.37.3"},"reference-count":32,"publisher":"Georg Thieme Verlag KG","issue":"03","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["J Wrist Surg"],"published-print":{"date-parts":[[2024,6]]},"abstract":"<jats:title>Abstract<\/jats:title><jats:p>\n          Background\u2003Patients often turn to online reviews as a source of information to inform their decisions regarding care. Existing literature has analyzed factors associated with positive online patient ratings among hand and wrist surgeons. However, there is limited in-depth analysis of factors associated with low patient satisfaction for hand and wrist surgeons. The focus of this study is to examine and characterize extremely negative reviews of hand and wrist surgeons on Yelp.com.<\/jats:p><jats:p>\n          Methods\u2003A search was performed using the keywords \u201chand surgery\u201d on Yelp.com for eight major metropolitan areas including Washington DC, Dallas, New York, Phoenix, Los Angeles, San Francisco, Boston, and Seattle. Only single-star reviews (out of a possible 5 stars) of hand and wrist surgeons were included. The complaints in the 1-star reviews were then categorized into clinical and nonclinical categories.<\/jats:p><jats:p>\n          Result\u2003A total of 233 single-star reviews were included for analysis, which resulted in 468 total complaints. Of these complaints, 81 (18.8%) were clinically related and 351 (81.3%) were nonclinical in nature. The most common clinical complaints were for complication (24 complaints, 6%), misdiagnosis (16 complaints, 4%), unclear treatment plan (16 complaints, 4%), and uncontrolled pain (15 complaints, 3%). The most common nonclinical complaints were for physician bedside manner (93 complaints, 22%), financially related (80 complaints, 19%), unprofessional nonclinical staff (61 complaints, 14%), and wait time (46 complaints, 11%). The difference in the number of complaints for surgical and nonsurgical patients was statistically significant (p\u2009&lt;\u20090.05) for complication and uncontrolled pain.<\/jats:p><jats:p>\n          Clinical Relevance\u2003Patient satisfaction is dependent on a multitude of clinical and nonclinical factors. An awareness of online physician ratings is essential for hand and wrist surgeons to maintain and improve patient care and patient satisfaction. We believe the results of our study could be used to further improve the quality of care provided by hand and wrist surgeons.<\/jats:p>","DOI":"10.1055\/s-0043-1768924","type":"journal-article","created":{"date-parts":[[2023,8,17]],"date-time":"2023-08-17T23:01:29Z","timestamp":1692313289000},"page":"202-207","source":"Crossref","is-referenced-by-count":0,"title":["What Patients Say About Their Orthopaedic Hand and Wrist Surgeons: A Qualitative Analysis of Negative Reviews on Yelp"],"prefix":"10.1055","volume":"13","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1628-5162","authenticated-orcid":false,"given":"Jordan R.","family":"Pollock","sequence":"additional","affiliation":[{"name":"Department of Orthopedic Surgery, Mayo Clinic Alix School of Medicine, Scottsdale, Arizona"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Tala","family":"Mujahed","sequence":"additional","affiliation":[{"name":"Department of Orthopedic Surgery, Mayo Clinic Alix School of Medicine, Scottsdale, Arizona"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jacob F.","family":"Smith","sequence":"additional","affiliation":[{"name":"Department of Orthopedic Surgery, Mayo Clinic Alix School of Medicine, Scottsdale, Arizona"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jaymeson R.","family":"Arthur","sequence":"additional","affiliation":[{"name":"Department of Life Sciences, Department of Orthopedics, Mayo Clinic, Phoenix, Arizona"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Joseph C.","family":"Brinkman","sequence":"additional","affiliation":[{"name":"Department of Life Sciences, Department of Orthopedics, Mayo Clinic, Phoenix, Arizona"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Christina M.","family":"Atkinson","sequence":"additional","affiliation":[{"name":"Brigham Young University, Provo, Utah"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Nathan T.","family":"Pollock","sequence":"additional","affiliation":[{"name":"Brigham Young University, Provo, Utah"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Kevin J.","family":"Renfree","sequence":"additional","affiliation":[{"name":"Department of Life Sciences, Department of Orthopedics, Mayo Clinic, Phoenix, Arizona"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"194","published-online":{"date-parts":[[2023,8,17]]},"reference":[{"key":"ref1","doi-asserted-by":"crossref","first-page":"i115","DOI":"10.1136\/injuryprev-2019-043495","article-title":"Global trends of hand and wrist trauma: a systematic analysis of fracture and digit amputation using the Global Burden of Disease 2017 Study","volume":"26","author":"C S Crowe","year":"2020","journal-title":"Inj Prev"},{"issue":"02","key":"ref2","doi-asserted-by":"crossref","first-page":"243","DOI":"10.1016\/j.bjps.2014.10.011","article-title":"Linear regression analysis of Hospital Episode Statistics predicts a large increase in demand for elective hand surgery in England","volume":"68","author":"E Bebbington","year":"2015","journal-title":"J Plast Reconstr Aesthet Surg"},{"issue":"06","key":"ref3","doi-asserted-by":"crossref","first-page":"543","DOI":"10.1308\/003588406X117070","article-title":"Trends in elective hand surgery referrals from primary care","volume":"88","author":"C Wildin","year":"2006","journal-title":"Ann R Coll Surg Engl"},{"issue":"07","key":"ref4","doi-asserted-by":"crossref","first-page":"734","DOI":"10.1001\/jama.2013.283194","article-title":"Public awareness, perception, and use of online physician rating sites","volume":"311","author":"D A Hanauer","year":"2014","journal-title":"JAMA"},{"issue":"09","key":"ref5","doi-asserted-by":"crossref","first-page":"942","DOI":"10.1007\/s11606-010-1383-0","article-title":"Patients' evaluations of health care providers in the era of social networking: an analysis of physician-rating websites","volume":"25","author":"T Lagu","year":"2010","journal-title":"J Gen Intern Med"},{"issue":"04","key":"ref6","doi-asserted-by":"crossref","first-page":"410","DOI":"10.1001\/jamasurg.2016.4993","article-title":"Consumer preferences and online comparison tools used to select a surgeon","volume":"152","author":"J B Ziemba","year":"2017","journal-title":"JAMA Surg"},{"key":"ref7","doi-asserted-by":"crossref","first-page":"416","DOI":"10.1186\/s12913-015-1099-2","article-title":"Popularity of internet physician rating sites and their apparent influence on patients' choices of physicians","volume":"15","author":"C M Burkle","year":"2015","journal-title":"BMC Health Serv Res"},{"key":"ref8","doi-asserted-by":"crossref","first-page":"332","DOI":"10.1186\/1472-6963-10-332","article-title":"The representation of patient experience and satisfaction in physician rating sites. A criteria-based analysis of English- and German-language sites","volume":"10","author":"S Reimann","year":"2010","journal-title":"BMC Health Serv Res"},{"issue":"05","key":"ref9","doi-asserted-by":"crossref","first-page":"405","DOI":"10.1001\/archinternmed.2011.1662","article-title":"The cost of satisfaction. a national study of patient satisfaction, health care utilization, expenditures, and mortality","volume":"172","author":"J J Fenton","year":"2012","journal-title":"Arch Intern Med"},{"issue":"01","key":"ref10","doi-asserted-by":"crossref","first-page":"98","DOI":"10.1016\/j.jhsa.2015.10.006","article-title":"Online patient ratings of hand surgeons","volume":"41","author":"S K Trehan","year":"2016","journal-title":"J Hand Surg Am"},{"issue":"08","key":"ref11","first-page":"359","article-title":"Online ratings of orthopedic surgeons: analysis of 2185 reviews","volume":"43","author":"W Bakhsh","year":"2014","journal-title":"Am J Orthop"},{"issue":"03","key":"ref12","first-page":"139","article-title":"An assessment of online reviews of hand surgeons","volume":"5","author":"W Kirkpatrick","year":"2017","journal-title":"Arch Bone Jt Surg"},{"issue":"04","key":"ref13","doi-asserted-by":"crossref","first-page":"e257","DOI":"10.3928\/01477447-20150402-52","article-title":"Online reviews of orthopedic surgeons: an emerging trend","volume":"38","author":"C Frost","year":"2015","journal-title":"Orthopedics"},{"issue":"05","key":"ref14","doi-asserted-by":"crossref","first-page":"e1465","DOI":"10.1016\/j.asmr.2021.07.008","article-title":"The majority of complaints about orthopedic sports surgeons on Yelp are nonclinical","volume":"3","author":"J R Pollock","year":"2021","journal-title":"Arthrosc Sports Med Rehabil"},{"issue":"02","key":"ref15","doi-asserted-by":"crossref","first-page":"216","DOI":"10.1016\/j.artd.2019.02.009","article-title":"Characterizing extremely negative reviews of total joint arthroplasty practices and surgeons on Yelp.com","volume":"5","author":"J R Arthur","year":"2019","journal-title":"Arthroplast Today"},{"issue":"05","key":"ref16","doi-asserted-by":"crossref","first-page":"e533","DOI":"10.1097\/BPO.0000000000002121","article-title":"Characterizing negative online reviews of pediatric orthopaedic surgeons","volume":"42","author":"E H Richman","year":"2022","journal-title":"J Pediatr Orthop"},{"issue":"11","key":"ref18","first-page":"932","article-title":"Physician-rating websites","volume":"15","author":"J E Sabin","year":"2013","journal-title":"Virtual Mentor"},{"issue":"01","key":"ref20","doi-asserted-by":"crossref","first-page":"66","DOI":"10.1016\/j.healthpol.2014.04.015","article-title":"What do patients say about their physicians? An analysis of 3000 narrative comments posted on a German physician rating website","volume":"118","author":"M Emmert","year":"2014","journal-title":"Health Policy"},{"issue":"06","key":"ref21","doi-asserted-by":"crossref","first-page":"685","DOI":"10.1007\/s11606-011-1958-4","article-title":"What patients say about their doctors online: a qualitative content analysis","volume":"27","author":"A L\u00f3pez","year":"2012","journal-title":"J Gen Intern Med"},{"issue":"01","key":"ref22","doi-asserted-by":"crossref","first-page":"e38","DOI":"10.2196\/jmir.2003","article-title":"A changing landscape of physician quality reporting: analysis of patients' online ratings of their physicians over a 5-year period","volume":"14","author":"G G Gao","year":"2012","journal-title":"J Med Internet Res"},{"issue":"09","key":"ref23","doi-asserted-by":"crossref","first-page":"1504","DOI":"10.1016\/j.jhsa.2011.06.001","article-title":"Factors associated with patient satisfaction","volume":"36","author":"A M Vranceanu","year":"2011","journal-title":"J Hand Surg Am"},{"issue":"09","key":"ref24","doi-asserted-by":"crossref","first-page":"1860","DOI":"10.1016\/j.jhsa.2015.06.105","article-title":"Physician empathy as a driver of hand surgery patient satisfaction","volume":"40","author":"M E Menendez","year":"2015","journal-title":"J Hand Surg Am"},{"issue":"02","key":"ref25","doi-asserted-by":"crossref","first-page":"91","DOI":"10.2165\/01312067-200801020-00004","article-title":"The relationship between physician friendliness and caring, and patient satisfaction: findings from an internet-based survey","volume":"1","author":"A A Uhas","year":"2008","journal-title":"Patient"},{"issue":"02","key":"ref26","doi-asserted-by":"crossref","first-page":"257","DOI":"10.1016\/j.jhsa.2015.11.015","article-title":"Patient satisfaction and its relation to perceived visit duration with a hand surgeon","volume":"41","author":"R C Parrish II","year":"2016","journal-title":"J Hand Surg Am"},{"issue":"07","key":"ref27","doi-asserted-by":"crossref","first-page":"2362","DOI":"10.1007\/s11999-014-4090-z","article-title":"Time seeing a hand surgeon is not associated with patient satisfaction","volume":"473","author":"T Teunis","year":"2015","journal-title":"Clin Orthop Relat Res"},{"issue":"10","key":"ref28","doi-asserted-by":"crossref","first-page":"1280","DOI":"10.1007\/s11606-012-2063-z","article-title":"Empathy training for resident physicians: a randomized controlled trial of a neuroscience-informed curriculum","volume":"27","author":"H Riess","year":"2012","journal-title":"J Gen Intern Med"},{"issue":"02","key":"ref29","doi-asserted-by":"crossref","first-page":"139","DOI":"10.1001\/jama.2012.7381","article-title":"Patient satisfaction and patient-centered care: necessary but not equal","volume":"308","author":"J M Kupfer","year":"2012","journal-title":"JAMA"},{"issue":"09","key":"ref30","doi-asserted-by":"crossref","first-page":"665","DOI":"10.7326\/0003-4819-144-9-200605020-00010","article-title":"Patients' global ratings of their health care are not associated with the technical quality of their care","volume":"144","author":"J T Chang","year":"2006","journal-title":"Ann Intern Med"},{"issue":"12","key":"ref31","doi-asserted-by":"crossref","first-page":"2614","DOI":"10.1016\/j.injury.2016.09.041","article-title":"Direct, indirect and intangible costs of acute hand and wrist injuries: a systematic review","volume":"47","author":"L S Robinson","year":"2016","journal-title":"Injury"},{"issue":"05","key":"ref32","doi-asserted-by":"crossref","first-page":"e116","DOI":"10.1097\/SLA.0000000000003825","article-title":"\u201cSurprise\u201d out-of-network billing in orthopedic surgery: charges from surprising sources","volume":"271","author":"M S Dekhne","year":"2020","journal-title":"Ann Surg"},{"issue":"11","key":"ref34","doi-asserted-by":"crossref","first-page":"992.e1","DOI":"10.1016\/j.jhsa.2019.01.009","article-title":"Cost in hand surgery: the patient perspective","volume":"44","author":"A Alokozai","year":"2019","journal-title":"J Hand Surg Am"},{"issue":"09","key":"ref35","doi-asserted-by":"crossref","first-page":"e254","DOI":"10.2196\/jmir.5889","article-title":"Do health care providers use online patient ratings to improve the quality of care? Results from an online-based cross-sectional study","volume":"18","author":"M Emmert","year":"2016","journal-title":"J Med Internet Res"}],"container-title":["Journal of Wrist Surgery"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.thieme-connect.de\/products\/ejournals\/pdf\/10.1055\/s-0043-1768924.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,11,5]],"date-time":"2024-11-05T10:55:20Z","timestamp":1730804120000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.thieme-connect.de\/DOI\/DOI?10.1055\/s-0043-1768924"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,8,17]]},"references-count":32,"journal-issue":{"issue":"03","published-online":{"date-parts":[[2024,5,27]]},"published-print":{"date-parts":[[2024,6]]}},"URL":"https:\/\/doi.org\/10.1055\/s-0043-1768924","archive":["Portico","CLOCKSS"],"relation":{},"ISSN":["2163-3916","2163-3924"],"issn-type":[{"type":"print","value":"2163-3916"},{"type":"electronic","value":"2163-3924"}],"subject":[],"published":{"date-parts":[[2023,8,17]]}}}