{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,19]],"date-time":"2026-08-19T17:35:48Z","timestamp":1787160948245,"version":"build-2736575974"},"reference-count":29,"publisher":"SAGE Publications","issue":"2","license":[{"start":{"date-parts":[[2021,3,8]],"date-time":"2021-03-08T00:00:00Z","timestamp":1615161600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/journals.sagepub.com\/page\/policies\/text-and-data-mining-license"}],"content-domain":{"domain":["journals.sagepub.com"],"crossmark-restriction":true},"short-container-title":["Facial Plastic Surgery & Aesthetic Medicine"],"published-print":{"date-parts":[[2021,4,1]]},"abstract":"\n Background:<\/jats:title>\n Physician review websites are now commonly used by patients. However, in facial plastic surgery, the trends and content in these websites are not well studied. We examined online reviews for U.S. facial plastic surgeons, and compared comment content with the most commonly used patient experience survey, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) administered by Press Ganey.<\/jats:p>\n <\/jats:sec>\n \n Methods:<\/jats:title>\n \n A retrospective mixed method study was employed to quantitatively compare online ratings and comments of 100 randomly selected U.S. facial plastic surgeons on\n vitals.com<\/jats:ext-link>\n ,\n healthgrades.com<\/jats:ext-link>\n ,\n google.com<\/jats:ext-link>\n and\n zocdoc.com<\/jats:ext-link>\n . Qualitative content analysis was utilized to categorize themes present in 957 patient-generated (unverified) comments, and compare these with CAHPS survey questions and themes.\n <\/jats:p>\n <\/jats:sec>\n \n Results:<\/jats:title>\n \n The physician review websites had favorable ratings of facial plastic surgeons with 84.55% five-star reviews on Healthgrades and 78.40% on Vitals. These ratings were similar across surgeon age (\n p<\/jats:italic>\n \u2009=\u20090.44), gender (\n p<\/jats:italic>\n \u2009=\u20090.85), and geographic region (\n p<\/jats:italic>\n \u2009=\u20090.29). Of sites examined, Healthgrades and Vitals were most frequently used. Analysis of patient comments identified themes aligning with CAHPS content (e.g., physician interactions, efficiency, and recommendation likelihood), as well as additional themes such as patient's outcome perception (55.28% of comments) and finances (86% of negatively rated reviews).\n <\/jats:p>\n <\/jats:sec>\n \n Conclusions:<\/jats:title>\n These exploratory results suggest that facial plastic surgeons are generally rated positively online, and the comments left on these websites provide additional feedback that is not currently included in CAHPS surveys. In evaluating the patient experience with facial plastic surgery practices, these websites may prove to be useful.<\/jats:p>\n <\/jats:sec>","DOI":"10.1089\/fpsam.2020.0049","type":"journal-article","created":{"date-parts":[[2020,7,27]],"date-time":"2020-07-27T13:02:26Z","timestamp":1595854946000},"page":"78-89","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":11,"title":["Online Ratings of Facial Plastic Surgeons: Worthwhile Additions to Conventional Patient Experience Surveys"],"prefix":"10.1177","volume":"23","author":[{"given":"Cory D.","family":"Bovenzi","sequence":"first","affiliation":[{"name":"Department of Otolaryngology\u2014Head and Neck Surgery, Thomas Jefferson University Hospital, Philadelphia, Pennsylvania, USA."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Kirstin A.","family":"Manges","sequence":"additional","affiliation":[{"name":"National Clinician Scholar\u2014Perelman School of Medicine, University of Pennsylvania, Philadelphia, Pennsylvania, USA."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Howard","family":"Krein","sequence":"additional","affiliation":[{"name":"Department of Otolaryngology\u2014Head and Neck Surgery, Thomas Jefferson University Hospital, Philadelphia, Pennsylvania, USA."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ryan","family":"Heffelfinger","sequence":"additional","affiliation":[{"name":"Department of Otolaryngology\u2014Head and Neck Surgery, Thomas Jefferson University Hospital, Philadelphia, Pennsylvania, USA."}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"179","published-online":{"date-parts":[[2021,3,8]]},"reference":[{"key":"e_1_3_4_2_2","doi-asserted-by":"publisher","DOI":"10.2196\/jmir.3145"},{"key":"e_1_3_4_3_2","doi-asserted-by":"publisher","DOI":"10.1001\/jama.2013.283194"},{"key":"e_1_3_4_4_2","doi-asserted-by":"publisher","DOI":"10.1001\/jamaoto.2014.818"},{"key":"e_1_3_4_5_2","doi-asserted-by":"publisher","DOI":"10.1503\/cmaj.090679"},{"key":"e_1_3_4_6_2","unstructured":"Paavola A. Miami plastic surgeon sues former patients for bad Yelp reviews. Becker's Hospital Review. https:\/\/www.beckershospitalreview.com\/legal-regulatory-issues\/miami-plastic-surgeon-sues-former-patients-for-bad-yelp-reviews.html. Accessed September1 2019."},{"key":"e_1_3_4_7_2","doi-asserted-by":"publisher","DOI":"10.2196\/jmir.1960"},{"key":"e_1_3_4_8_2","doi-asserted-by":"publisher","DOI":"10.1097\/SAP.0000000000000517"},{"key":"e_1_3_4_9_2","unstructured":"CAHPS Patient Experience Surveys and Guidance. Rockville MD: Agency for Healthcare Research and Quality. https:\/\/www.ahrq.gov\/cahps\/surveys-guidance\/index.html. Accessed September1 2019."},{"key":"e_1_3_4_10_2","unstructured":"Press Ganey\u00ae Associates Medical Practice. www.pressganey.com\/index.aspx. Accessed September4 2019."},{"key":"e_1_3_4_11_2","unstructured":"Quality Payment Program. US Centers for Medicare and Medicaid Services. www.qpp.cms.gov. Accessed September1 2019."},{"key":"e_1_3_4_12_2","unstructured":"Physician Compare. US Centers for Medicare and Medicaid Services. https:\/\/www.medicare.gov\/physiciancompare\/#. Accessed September1 2019."},{"key":"e_1_3_4_13_2","doi-asserted-by":"publisher","DOI":"10.1377\/hlthaff.2015.1030"},{"key":"e_1_3_4_14_2","doi-asserted-by":"publisher","DOI":"10.1037\/e566732013-001"},{"key":"e_1_3_4_15_2","unstructured":"American Academy of Facial Plastic and Reconstructive Surgery. American Academy of Facial Plastic and Reconstructive Surgery Inc. www.aafprs.org. Accessed May1 2019."},{"key":"e_1_3_4_16_2","unstructured":"Patient Satisfaction. Healthgrades Operating Company Inc. https:\/\/www.healthgrades.com\/quality\/patient-satisfaction. Accessed May1 2019."},{"key":"e_1_3_4_17_2","unstructured":"About Zocdoc. Zocdoc Inc. http:\/\/support.zocdoc.com. Accessed May1 2019."},{"key":"e_1_3_4_18_2","unstructured":"Google My Business Help: Score ratings for local places. Google LLC. https:\/\/support.google.com\/business\/answer\/4801187?hl=en. Accessed May1 2019."},{"key":"e_1_3_4_19_2","unstructured":"Vitals.com: Find a Doctor Doctor Reviews & Ratings. Vitals Consumer Services LLC. www.vitals.com. Accessed May1 2019."},{"key":"e_1_3_4_20_2","unstructured":"Provider Profile. Healthgrades Operating Company Inc. https:\/\/helpcenter.healthgrades.com\/help\/provider-profile. Accessed May1 2019."},{"key":"e_1_3_4_21_2","unstructured":"Geography Program. United States Census Bureau. https:\/\/www.census.gov\/geo\/reference\/gtc\/gtc_census_divreg.html?cssp=SERP. Accessed September1 2019."},{"key":"e_1_3_4_22_2","doi-asserted-by":"publisher","DOI":"10.1136\/bmjqs-2012-001360"},{"key":"e_1_3_4_23_2","doi-asserted-by":"publisher","DOI":"10.1001\/jamafacial.2016.2039"},{"key":"e_1_3_4_24_2","doi-asserted-by":"publisher","DOI":"10.1002\/lary.23255"},{"key":"e_1_3_4_25_2","doi-asserted-by":"publisher","DOI":"10.1097\/PRS.0000000000004268"},{"key":"e_1_3_4_26_2","doi-asserted-by":"publisher","DOI":"10.1007\/s11606-019-04870-6"},{"key":"e_1_3_4_27_2","doi-asserted-by":"publisher","DOI":"10.1007\/s10603-012-9216-7"},{"key":"e_1_3_4_28_2","unstructured":"Bialer J. What I learned from scraping every single ZocDoc doctor. NY Data Science Academy. https:\/\/nycdatascience.com\/blog\/student-works\/web-scraping\/analyzing-zoc-doc-doctors\/. Accessed September1 2019."},{"key":"e_1_3_4_29_2","doi-asserted-by":"publisher","DOI":"10.1177\/0194599816652386"},{"key":"e_1_3_4_30_2","doi-asserted-by":"publisher","DOI":"10.1111\/nhs.12048"}],"container-title":["Facial Plastic Surgery & Aesthetic Medicine"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1089\/fpsam.2020.0049","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1089\/fpsam.2020.0049","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1089\/fpsam.2020.0049","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,29]],"date-time":"2026-04-29T06:23:52Z","timestamp":1777443832000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1089\/fpsam.2020.0049"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,3,8]]},"references-count":29,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2021,4,1]]}},"alternative-id":["10.1089\/fpsam.2020.0049"],"URL":"https:\/\/doi.org\/10.1089\/fpsam.2020.0049","relation":{},"ISSN":["2689-3614","2689-3622"],"issn-type":[{"value":"2689-3614","type":"print"},{"value":"2689-3622","type":"electronic"}],"subject":[],"published":{"date-parts":[[2021,3,8]]}}}