Physician Review Websites: Understanding Patient Satisfaction with Ophthalmologists Using Natural Language Processing

Table 9

Multivariate logistic regression of clinically relevant words ranked by likelihood of inclusion in positive reviews (odds ratio).

Word	5% CI	95% CI	Odds ratio	values
Confident	5.94	23.8	11.9	<0.001
Comfortable	6.61	14.5	9.81	<0.001
Kind	7.08	12.9	9.55	<0.001
Caring	5.57	8.91	7.05	<0.001
Friendly	4.32	6.45	5.28	<0.001
Recommend	3.58	4.42	3.98	<0.001
Efficient	2.72	5.11	3.72	<0.001
Results	2.92	4.52	3.63	<0.001
Clear	2.31	3.71	2.93	<0.001
Warm	1.51	5.09	2.78	<0.001
Staff	2.48	2.99	2.72	<0.001
Listens	1.79	3.96	2.66	<0.001
Best staff	0.272	17.7	2.20	0.461
Wait	0.551	0.675	0.610	<0.001
Return	0.343	0.661	0.476	<0.001
Unprofessional staff	0.0105	3.60	0.194	0.271
Arrogant	0.0328	0.169	0.0746	<0.001
Rude	0.0220	0.0576	0.0356	<0.001
Unprofessional	0.0128	0.0695	0.0298	<0.001