Patients’ Perceptions of Their Physicians’ Interpersonal Manner and Technical Competence: A Qualitative Study of Online Written Reviews

Abstract

Patients increasingly use online rating and review websites to share their clinical experiences, yet few studies have taxonomized how patients perceive their physicians. We developed a theoretical framework identifying the factors comprising patients’ perceptions of their physicians’ interpersonal manner and technical competence. We conducted a qualitative content analysis of 2,000 online reviews sampled from distinct physicians across the United States, balanced to represent primary care physicians and surgeons, males and females, and low- and high-star rated reviews. Reviews were received between 2015 and 2020 on a large commercial rating and review website. Our theoretical framework identifies 16 interpersonal manner factors and 10 technical competence factors. Interpersonal manner factors were grouped by physicians’ attitude and character, behavior, and communication; technical competence factors were grouped by physicians’ expertise, treatment approach, and outcomes. This framework may help physicians and health systems seeking to improve care quality, delivery, and patient satisfaction.