What patients say about their doctors online: A qualitative content analysis

Journal of General Internal Medicine

Volumn 27, Issue 6, 2012, Pages 685-692

  López, Andrea ^a   Detz, Alissa ^b   Ratanawongsa, Neda ^a   Sarkar, Urmimala ^a  

^a SAN FRANCISCO GENERAL HOSPITAL   (United States)

^b CALIFORNIA PACIFIC MEDICAL CENTER   (United States)

Author keywords

family medicine; patient satisfaction; patient physician relationship; primary care

Indexed keywords

ATTENTION; CARE AND CARING; COMMUNICATION SKILL; DOCTOR PATIENT RELATION; EMPATHY; FOLLOW UP; GENERAL PRACTITIONER; HEALTH CARE ACCESS; HEALTH CARE COST; HOSPITAL MANAGEMENT; HUMAN; INTERNET; LONGEVITY; PATIENT REFERRAL; PRIMARY MEDICAL CARE; PROFESSIONAL COMPETENCE; PROFESSIONAL KNOWLEDGE; QUALITATIVE ANALYSIS; REVIEW; TELEPHONE;

CLINICAL COMPETENCE; HUMANS; ONLINE SYSTEMS; PATIENT SATISFACTION; PHYSICIAN-PATIENT RELATIONS; PHYSICIANS, PRIMARY CARE; QUALITATIVE RESEARCH; UNITED STATES; URBAN HEALTH SERVICES;

EID: 84862698825     PISSN: 08848734     EISSN: 15251497     Source Type: Journal    
DOI: 10.1007/s11606-011-1958-4     Document Type: Review

References (41)

1. Shinchuk LM, Chiou P, Czarnowski V, Meleger AL. Demographics and attitudes of chronic-pain patients who seek online pain-related medical information: implications for healthcare providers. Am J Phys Med Rehabil;89(2):141-6.
2. MC Hay C Strathmann E Lieber K Wick B Giesser 2008 Why patients go online: multiple sclerosis, the Internet, and physician-patient communication Neurologist 14 6 374 81 19008743 10.1097/NRL.0b013e31817709bb
3. MC Hay RJ Cadigan D Khanna C Strathmann E Lieber R Altman, et al. 2008 Prepared Patients: Internet information seeking by new rheumatology patients Arthritis Rheum 59 4 575 82 18383399 10.1002/art.23533
4. Rochman B. Health group therapy. Why so many patients are sharing their medical data online. Time;175(5):47-8.
5. J Frost M Massagli 2009 PatientsLikeMe the case for a data-centered patient community and how ALS patients use the community to inform treatment decisions and manage pulmonary health Chron Respir Dis 6 4 225 9 19858352 1:STN:280:DC%2BD1MjhslaitQ%3D%3D
6. Fox S, Jones S. The Social Life of Health Information Pew Internet & American Life Project; 2009.
7. Feldman R. He may be friendly, but is your doctor competent? Indystar.com; 2010.
8. A Pasternak JE Scherger 2009 Online reviews of physicians: what are your patients posting about you? Fam Pract Manag 16 3 9 11 19492765
9. Tuffs A. German doctors fear that performance rating websites may be libellous. (1468-5833 (Electronic)).
10. H Aungst 2008 Patients say the darnedest things. You can't stop online ratings, but you can stop fretting about them Med Econ 85 23 27 9 19209533
11. N Beacon McCartney Margaret 2009 Will doctor rating sites improve standard of care? BMJ 338 688 9 10.1136/bmj.b688
12. PK Hodgkin 2009 Doctor rating sites. Web based patient feedback BMJ 338 b1377 19351678 10.1136/bmj.b1377
13. Freudenheim M. Noted Rater of Restaurants Brings Its Touch to Medicine New York Times; 2009.
14. Lagu T, Hannon NS, Rothberg MB, Lindenauer PK. Patients' evaluations of health care providers in the era of social networking: an analysis of physician-rating websites. J Gen Intern Med;25(9):942-6.
15. Fost D. The Coffee Was Lousy. The Wait Was Long. New York: New York Time; 2008.
16. Borzekowski DL, Schenk S, Wilson JL, Peebles R. e-Ana and e-Mia: A content analysis of pro-eating disorder web sites. Am J Public Health;100(8):1526-34.
17. BP Jenssen JD Klein LF Salazar NA Daluga RJ DiClemente 2009 Exposure to tobacco on the Internet: content analysis of adolescents' Internet use Pediatrics 124 2 e180 6 19620193 10.1542/peds.2008-3838
18. Trochim W. The Research Methods Knowledge Base. 2nd ed. Cincinnati, OH: Atomic Dog Publishing; 2000.
19. Strauss A, Corbin J. Basics of qualitative research: Grounded theory procedures and techniques. Newbury Park, CA: Sage Publications, Inc.; 1990.
20. Lagu T, Hannon NS, Rothberg MB, Lindenauer PK. Patients' Evaluations of Health Care Providers in the Era of Social Networking: An Analysis of Physician-Rating Websites. J Gen Intern Med.
21. RS Beck R Daughtridge PD Sloane 2002 Physician-patient communication in the primary care office: a systematic review J Am Board Fam Pract 15 1 25 38 11841136
22. R Robertson A Dixon J Le Grand 2008 Patient choice in general practice: the implications of patient satisfaction surveys J Health Serv Res Policy 13 2 67 72 18416910 10.1258/jhsrp.2007.007055
23. K Gerard C Salisbury D Street C Pope H Baxter 2008 Is fast access to general practice all that should matter? A discrete choice experiment of patients' preferences J Health Serv Res Policy 13 Suppl 2 3 10 18416923 10.1258/jhsrp.2007.007087
24. EA Platonova KN Kennedy RM Shewchuk 2008 Understanding patient satisfaction, trust, and loyalty to primary care physicians Med Care Res Rev 65 6 696 712 18723450 10.1177/1077558708322863
25. J Sitzia N Wood 1998 Response rate in patient satisfaction research: an analysis of 210 published studies Int J Qual Health Care 10 4 311 7 9835247 10.1093/intqhc/10.4.311 1:STN:280:DyaK1M%2FltV2isw%3D%3D
26. J Sitzia N Wood 1997 Patient satisfaction: a review of issues and concepts Soc Sci Med 45 12 1829 43 9447632 10.1016/S0277-9536(97)00128-7 1:STN:280:DyaK1c7gvV2gsQ%3D%3D
27. J Sitzia 1999 How valid and reliable are patient satisfaction data? An analysis of 195 studies Int J Qual Health Care 11 4 319 28 10501602 10.1093/intqhc/11.4.319 1:STN:280:DyaK1MvivFOisg%3D%3D
28. RJ Lasek W Barkley DL Harper GE Rosenthal 1997 An evaluation of the impact of nonresponse bias on patient satisfaction surveys Med Care 35 6 646 52 9191708 10.1097/00005650-199706000-00009 1:STN:280:DyaK2szjsFSnsA%3D%3D
29. MS Davis 1968 Variations in patients' compliance with doctors' advice: an empirical analysis of patterns o communication Am J Public Health Nations Health 58 2 274 88 5688773 10.2105/AJPH.58.2.274 1:STN:280:DyaF1c7itlCgsg%3D%3D
30. LM Comstock EM Hooper JM Goodwin JS Goodwin 1982 Physician behaviors that correlate with patient satisfaction J Med Educ 57 2 105 12 7057429 10.1097/00001888-198202000-00005 1:STN:280:DyaL387it1Clsg%3D%3D
31. JE Orth WB Stiles L Scherwitz D Hennrikus C Vallbona 1987 Patient exposition and provider explanation in routine interviews and hypertensive patients' blood pressure control Health Psychol 6 1 29 42 3816743 10.1037/0278-6133.6.1.29 1:STN:280:DyaL2s7jtlCntA%3D%3D
32. RT Anderson FT Camacho R Balkrishnan 2007 Willing to wait?: the influence of patient wait time on satisfaction with primary care BMC Health Serv Res 7 31 17328807 10.1186/1472-6963-7-31
33. YELP. An introduction to Yelp. 2010.
34. KM Mazor BE Clauser T Field RA Yood JH Gurwitz 2002 A demonstration of the impact of response bias on the results of patient satisfaction surveys Health Serv Res 37 5 1403 17 12479503 10.1111/1475-6773.11194
35. WM Barkley DH Furse 1996 Changing priorities for improvement: the impact of low response rates in patient satisfaction Jt Comm J Qual Improv 22 6 427 33 8806045 1:STN:280:DyaK28zpvFGktg%3D%3D
36. S Leader PJ Perales 1995 Provision of primary-preventive health care services by obstetrician-gynecologists Obstet Gynecol 85 3 391 5 7862378 10.1016/0029-7844(94)00411-6 1:STN:280:DyaK2M7ms1Crtw%3D%3D
37. CL Shear BT Gipe JK Mattheis MR Levy 1983 Provider continuity and quality of medical care. A retrospective analysis of prenatal and perinatal outcome Med Care 21 12 1204 10 6656343 10.1097/00005650-198312000-00007 1:STN:280:DyaL2c%2FptFyltw%3D%3D
38. K Tates L Meeuwesen 2001 Doctor-parent-child communication. A (re)view of the literature Soc Sci Med 52 6 839 51 11234859 10.1016/S0277-9536(00)00193-3 1:STN:280:DC%2BD3M3hsV2lsQ%3D%3D
39. Tanner L. Doctors seek gag orders to stop patients' online reviews. USA Today: The Associated Press; 2009.
40. Lee TB. Doctors and dentists tell patients, "all your review are belong to us". 2011.
41. Church C. Mutual privacy agreements: a tool for medical practice protection. Ridge Business Journal. May 4, 2009.