Themes and Key Words
| Theme No. | Full Theme Name | Abbreviated Theme Name | Theme Key Words | Relationship to Satisfaction (P Value) Odds Ratioa | Sample Review Comment |
|---|---|---|---|---|---|
| 1 | Appointment scheduling difficulty and excessive waiting time | Scheduling | Quantitative number; minute; appointment; month; day; hospital | Negative (<.001) 0.701 | “This is the worst office in regards to patient care. Expect long wait times and it’s nearly impossible to get the staff to answer the phone. One week I called 25 times and no one answered the phone. The last time I saw the doctor he did some extensive blood work and said to follow up in three months. His schedule was out almost four months and then the day before my appointment he decided to go out of town, so my appointment was canceled. The office didn’t reschedule the appointment, they said they would ‘work me in.’ That was a month ago. I asked for a copy of my blood work and the results are three times the normal limits. I won’t be going back to this office. If I was having a serious medical problem that needed to be addressed I don’t think I would ever be able to see the doctor in a timely manner. He is very knowledgeable but it doesn’t do any good if you can’t ever get an appointment or speak to the nurse.” |
| 2 | Professionalism: compassionate and friendly care | Professionalism | Professional; friendly; comfortable; adult dependent | Positive (<.001) 1.661 | “Dr. _ _ _ _ _ is very professional both my spouse and I are very comfortable in his office and care. I would recommend him to anyone. His staff is Top notch very friendly as well as professional.” |
| 3 | Bedside manner and information exchange | Bedside manner | Question; time; bedside manner; care; due; good | Positive (.008) 1.212 | “Excellent bedside manner, always takes the time to answer questions and is very good with kids.” |
| 4 | Staff is rude and unhelpful | Rude staff | Office; staff; service; rude | Negative (<.001) 0.712 | “Did not help, insisted on multiple useless appointments and is rough and rude. Office staff rude and impatient.” |
| 5 | Problem with treatment process (issue with laboratory tests and/or diagnosis) | Treatment concern | Test; treatment; diagnosis; result; way | Negative (.001) 0.766 | “Initially ordered many tests, but never looked at test results until my next exam, when I had to brief the doctor on what and why we were doing tests and treatments. Staff forgot to order last test series. Didn’t even see doctor on last visit, only nurse and PA. Wanted to treat me for sleep apnea with no tests or diagnosis, other than a visual look at me. Ended with no diagnosis and I won’t return.” |
| 6 | Caring and knowledgeable treatment | Caring and knowledgeable | Only; caring; knowledgeable; health; year | Positive (<.001) 1.522 | “Excellent, very caring doctor. Very knowledgeable and kind.” |
| 7 | Problems with management and communication of medical condition | Management and communication | Medical; problem; call; female; condition | Negative (.005) 0.806 | “Had two common conditions that were undiagnosed for several years. One was self-diagnosed and finally confirmed by testing. Resulting treatment required follow up testing on a periodic basis by established medical protocol. The doctor did not order any follow up testing at all after nearly one and a half years of treatment. A new doctor had ordered six follow up tests in year resulting in the discovery that I was being over treated by nearly 100% as the result of a simple calculation error. Condition is stable and being treated appropriately. Ironically, I was called by his office staff as a reminder for the same type of follow-up I needed, but was for another patient. Based on the phone call, that patient requested in writing for the follow up testing to be done since the doctor had not done so. The other more significant condition was diagnosed by another doctor on the second visit. The condition has a couple dozen symptoms as listed in many resources of which I have nearly all of them.” |
| 8 | Excellent experience with children | Experience with children | Wonderful; amazing; experience; child dependent | Positive (<.001) 1.363 | “Dr. _ _ _ _ _ is wonderful and does great with my kids!” |
| 9 | Word of mouth (recommend to friends and family) | Word of mouth | Friend; family | Positive (<.001) 1.974 | “Dr. _ _ _ _ _ was great doctor. He answered all my questions and made me and my family feel comfortable. I would recommend Dr. _ _ _ _ _ to any of my friends and family.” |
| 10 | Treated rudely in the examination room | Treated rudely (exam room) | Rude; room; different; long; phone | Negative (<.001) 0.681 | “Horrible, he is not even a doctor, he is a physician’s assistant. I hate how the medical field is replacing doctors with PA-Cs, nurses with medical assistants, and so on. He was incredibly rude and left me in the exam room for 20 minutes while he went out and talked about me with another co-worker, I could hear through the walls. It was extremely unprofessional, and I would have much rather seen a real doctor. This guy was an absolute joke and they should make it known when they enter a room that they are not a physician but a physician’s assistant and the patient should have the option to be seen by a physician, since we are the one’s paying the money.” |
| 11 | Pain untreated | Pain untreated | Pain; back | Negative (.009) 0.837 | “Doctor was very vague and could not help me with my back. I understand doctors sometimes do not always have the answers. I suffer from horrible low back pain, tried many different remedies such as chiro, physical therapy, steroid injections, nothing was helping. I was very clear I wanted nothing to do with narcotics but still made me feel as though I was making up the pain and would not hear of any ideas I had regarding research I did on my own out of desperation. Going for a second opinion!” |
| 12 | Knowledgeable and willing to treat ailment | Knowledgeable and willing | Willing; helpful; visit,; knowledgeable | Not significant (.587) 0.956 | “Great visit, always know he is helpful and willing to look into my questions or concerns.” |
| 13 | Great job | Great job | Great; job; nice | Positive (<.001) 1.531 | “Very professional and very good at their jobs. Easy to work with. Very kind and nice people too. I couldn’t ask for a better experience. I read the previous negative review. WOW. What a wacky job of a person. These are great dentists and great people. Me and my family have had a great experience there. Reasonably priced and always willing to work us in.” |
| 14 | Doctor overemphasizes money versus care | Overemphasis on money | Patient; doctor; new; money; medication | Negative (<.001) 0.601 | “Dr. _ _ _ _ _ is the worst kind of human. My mother was being treated by him. He makes numerous prescription errors. Wrote RX’s for medicine that was either on my mom’s allergy list or was known to cause severe or LETHAL side effects due to her allergies. She lives in chronic pain due to 4 failed neck surgeries. The only pain medication she can take to control this is Demerol. He refused to renew the RX so my mom started looking for a new doctor. When Dr. _ _ _ _ _ found out this he wrote a letter to other doctors stating that my mom was addicted to pain killers (even though her prescription had NEVER changed in quantity or dosage in 7 years) and was an alcoholic (she doesn’t drink). Now she can’t find another doctor since they all believe this. Dr. _ _ _ _ _ has made comments to her that ‘he doesn’t make any money off her because she is on Medicaid and Medicare.’ In my opinion Dr. _ _ _ _ _ is unstable and thinks that patients don’t deserve the best care possible. AVOID HIM AT ALL COSTS!” |
| 15 | Positive procedure outcome by surgeon/doctor | Positive outcome | Hospital; procedure; surgeon | Positive (.003) 1.230 | “The best of the best in this field. Highly skilled as a surgeon, well respected by surgical/hospital staff. Made sure you understood what procedures you were going through and truly cared how you felt physically and emotionally. Her office staff were always very friendly and very caring. I would highly recommend Dr. _ _ _ _ _ if you need a plastic surgeon.” |
PA = physician assistant; PA-C = certified physician assistant; RX = medical prescription.
↵a Odds ratio values are Exp(B) = the exponential value of B.