Now, on to the good news.
In an earlier post, I had written about the 28 harshest words that people use to describe reproductive endocrinologists. Paying attention to the words that people use to desrcribe their REs and their fertility clinics begins to offer insight on how we can improve their experience. This time, I made a word cloud of the most common positive adjectives that people use in RE reviews.
A word-cloud of the 25 most common positive words to describe reproductive endocrinologists in online reviews
Once again, using ratemds.com, I analyzed the descriptive words used in four, four and a half, and five star reviews.
The vast majority of reviews centered on the doctor's demeanor, personality, and communication. Interestingly, however, the most commonly-used adjective does not tell us anything about a physician's bedside manor. The word knowledgeable appeared in 175 reviews. As in the previous phase, I only counted an adjective once per review. If a review didn't use any adjectives to describe the physician or staff, I skipped over it.
If you would like to look at the raw data, e-mail me at griffin@fertilitybridge.com and I will be happy to send it you. Otherwise it included:
592 total reviews
144 REs
167 different adjectives
54 greater metro areas or states/provinces
Two crucial qualitative observations carried over from the other phases of the project.
Physician=staff=physician. Although the reviews are for the physician and not the practice as a whole, the staff are reviewed in the majority of reviews. Often, the feelings regarding the staff are the same as they are for the physician. Sometimes however, opinions toward staff either bring down or raise the rating of the doctor.
It's not about success of treatment. Oh wait, it is. Clearly, patients are reviewing the physician based on their bedside manner. But positive reviews disproportionately mention a baby or pregnancy, while negative reviews disproportionately mention leaving the practice without success. The next phase of my project will be to analyze how many reviews contain mention of a baby, and how they correspond to the star rating of the review.
What observations do you have? I've been getting more feedback than ever and sometimes your ideas become a new phase of the project!
If you're not on my e-mail list, and you would like a little bit more explanation of the study, you can watch my video post below.