Factors impacting patient ratings of Mohs micrographic surgeons: Lessons gleaned from analysis of 17,527 online reviews

A Comparison of Preoperative Telephone Call Versus Mailed Educational Materials on Patient-Reported Outcomes in Mohs Micrographic Surgery

BACKGROUND

Preoperative education has uncertain benefits on the preparedness and satisfaction of patients undergoing Mohs micrographic surgery (MMS).

OBJECTIVE

We sought to determine the effect of a preoperative telephone call on preparedness and satisfaction in patients undergoing same-day office consultation and MMS.

MATERIALS AND METHODS

All new patients ( N = 208) scheduled for same-day office consultation and MMS were mailed a standardized preoperative packet. Approximately half of those patients were randomly selected to also receive a preoperative phone call. On the day of the surgery, patients completed an anonymous preoperative and postoperative survey assessing their preparedness and satisfaction with the preoperative education received.

RESULTS

There was no significant difference in patient preparedness between the letter only (LO) and phone call and letter study groups. There was a significant difference in preoperative satisfaction-a higher percentage of LO patients were "somewhat satisfied" or "not satisfied" with the preoperative education received ( p = .013).

CONCLUSION

Preoperative phone consultation, in addition to mailed educational materials, did not have a statistically significant effect on patient preparedness in patients undergoing MMS; however, there was a trend toward increased satisfaction with the preoperative education provided in patients who received a preoperative phone call.

Patient Satisfaction of General Dermatology Providers: A Quantitative and Qualitative Analysis of 38,008 Online Reviews

Measuring patient satisfaction of general dermatology providers is an important goal because it can lead to improved clinical outcomes. Online reviews are emerging as the newest forum for evaluating physicians in real time and provide a valuable tool for measuring patient satisfaction. We analyzed both quantitative and qualitative online reviews of general dermatology providers at 121 Accreditation Council for Graduate Medical Education‒accredited dermatology programs across the country to determine which elements are most discussed in online ratings using the online platforms Vitals, US News, WebMD, Google Reviews, and Healthgrades. There were 38,008 online reviews included from general dermatology providers at Accreditation Council for Graduate Medical Education‒accredited programs. The median average overall quantitative rating of providers was 4.35 of 5. There were more positive (77%) than negative (23%) comments. The overall ratings of general dermatology providers were favorable. The most influential factors in both positive and negative comments were patient’s perceived experience and physician’s bedside manner (26% and 17%, respectively). Less important factors included office space, treatment by auxiliary staff, wait time, costs, and time spent with patients. This suggests that a provider’s personality, expressed compassion, empathy, and kindness may overcome other issues and create an overall positive experience.