“Our study highlights the disconnection between industry-vetted patient satisfaction scores and online review comments,” said Sandhya Pruthi, MD, an internal medicine physician at Mayo Clinic, who was the senior author. “Patients need to be aware of these distinctions as they make decisions about their health. Physicians also need to be aware, as they manage their online reputations.”

The study used Google searches and alerts from September to December 2014 to track negative online reviews of Rochester campus Mayo Clinic physicians. Researchers then compared results to data collected from formal patient satisfaction surveys of other Mayo Clinic physicians who had no negative online reviews.

Of the 2,148 physicians analyzed, 113 had negative online reviews spanning 28 departments. Results showed no statistical difference in overall scores or sources for patient communication and interaction. However, physicians with negative online reviews included variables not linked to care including interactions with desk staff, nursing, physical environment, appointment access, wait times, billing and parking.

“These findings … underscore the totality and integrity of processes, elements and encounters – and not just the patient-provider interaction—that all need to be effectively and cohesively in place to ensure optimal patient experience and welfare,” said Bradley Leibovich, MD, a Mayo Clinic urologist.