Healthgrades, MGMA release analysis of 7M patient reviews: 5 takeaways

Nonclinical factors are among the most important factors patients take into consideration when rating their providers, according to a new analysis conducted by Healthgrades and the nonprofit Medical Group Management Association released March 28.

The organizations examined nearly 7 million patient reviews and comments submitted about providers by Healthgrades visitors. One of the largest analyses of its kind, the goal of the endeavor was to discern how patients viewed their physician after a medical appointment.

Here are five takeaways from the analysis.

1. More than 50 percent of patients cited nonclinical factors, such as compassion, comfort, patience, personality and bedside manner, as an important part of their interaction. Roughly 1 in 4 patients' comments (23 percent) referenced factors such as knowledge, time, insurance, appointment scheduling and communication.

2. While the analysis did not find a significant difference in how patients rated their providers by gender, researchers discovered female patients tended to rate their male provider slightly more favorably than male patients rated their female providers.

3. The analysis determined patient feedback of their clinicians to be overwhelmingly positive. The average physician received a four-star rating according to Healthgrades' five-star rating system.

4. With regard to Healthgrades' open-comment section, one of the biggest factors patients mentioned was the amount of face-to-face time their physician spent with them and their willingness to answer questions, list concerns and ensure patients fully understood their condition or diagnosis.

5. Among both the positive and negative reviews listed on Healthgrades, one of the topics most frequently cited was a patient's interaction with their physician's staff, according to the analysis.

"The results of this analysis reflect that patients don't just want to see a doctor; they want to be seen," said Brad Bowman, MD, CMO of Healthgrades. "Knowing how these factors influence the patient experience gives providers the opportunity to better serve these personal aspects of care, resulting in a healthier overall population."

To access the complete analysis, click here.

More articles on patient engagement:
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Collaboration brings the best of patient experience to medicine

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