Purpose: Measures of patient satisfaction are growing in importance. Patients can use online review websites as opportunities to both praise and criticize their physicians and health care experience. We examined "one star" reviews of American Society for Surgery of the Hand (ASSH) members, with the hypothesis that the types of complaints would differ based on patient management and physician gender (based on social identity).

Methods: We assembled a list of ASSH members in the Midwest region using the ASSH "Find a Hand Surgeon" tool. We then screened three online physician rating websites, including Yelp.com, Healthgrades.com, and Vitals.com, for physician profiles and related one-star reviews with comments attached. Two independent reviewers graded each comment using a standardized complaint key and came to an agreed score for each comment.

Results: A total of 582 physicians were evaluated. We identified 1,295 one-star comments containing 3,256 individual complaints. The most frequently cited complaint regarded physician bedside manner/professionalism, present in 906 out of 1,295 (70%) comments. Nonsurgical patients had a greater number of complaints related to physician management style and office dynamics, specifically physician communication, bedside manner/professionalism, evaluation, time spent with patient, wait time and scheduling compared to surgical patients. However, surgical patients had more complaints per comment (3.17 ± 1.46) compared to nonsurgical patients (2.28 ± 1.21), and their comments centered more on outcomes including complications from care, satisfaction with care outcomes, need for a new surgery, and unmanaged pain. Men physicians were more likely to have complaints lodged for nonphysician-related issues (specifically, professionalism of their staff members) compared to women physicians.

Conclusions: Nonsurgical patients focus on their care process as a whole, including physician style and visit experience, whereas surgical patients center on outcomes of care. The gender of the hand surgeon may influence the nature of patient reviews, as evaluations of men physicians more frequently focused on aspects of visit experience, such as staff interactions.

Type of study/level of evidence: Prognostic V.

Keywords: American Society for Surgery of the Hand; hand surgeon; hand surgery; online reviews; physician evaluations.

© 2025 The Authors.

目的： 患者满意度的衡量标准越来越重要。患者可以利用在线评价网站来赞扬或批评他们的医生和医疗体验。我们研究了美国手外科协会（ASSH）成员的一星评论，假设这些投诉类型会根据患者的管理方式以及医生性别（基于社会身份）而有所不同。

方法： 我们使用ASSH的“查找手外科医生”工具收集了中西部地区的ASSH会员名单。然后，我们在三个在线医师评价网站上筛选出这些医生的个人资料以及相关的一星评论和附带的评论内容，包括Yelp.com、Healthgrades.com 和 Vitals.com。两位独立评审员使用标准化投诉评分系统对每个评论进行评级，并达成了一致得分。

结果： 总共评估了582名医生。我们确定了1,295条一星评论，其中包含3,256个单独的投诉。最常见的投诉涉及医生的床边礼仪/职业素养，在1,295条评论中有906条（70%）提到了这一点。非手术患者在医生管理方式和诊所环境方面的投诉数量比手术患者更多，包括医生沟通、床边礼仪/职业素养、评估过程、与患者共度时间、等待时间和预约安排等方面。然而，手术患者的每条评论包含的投诉平均数（3.17 ± 1.46）多于非手术患者（2.28 ± 1.21），他们的评论更多地集中在治疗结果方面，包括护理并发症、对治疗效果的满意度、需要进行新的手术和未管理的疼痛等。男性医生更可能因与职业无关的问题（特别是其工作人员的职业素养问题）而收到投诉。

结论： 非手术患者关注他们的整个医疗过程，包括医生风格和就诊体验；然而，手术患者则更加关心治疗的结果。手外科医生的性别可能会影响患者的评价性质，对男性医生的评估更多集中在访问体验方面，如与工作人员的互动。

研究类型/证据级别： 预后 V.

关键词： 美国手外科协会；手外科医生；手部手术；在线评论；医师评价。