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

Table 8

Clinically relevant bigram frequency in best and worst reviews.

Best reviews		Worst reviews
“Friendly,” “helpful”	135	“Never,” “return”	14
“Kind,” “caring”	113	“Refused,” “see”	10
“Friendly,” “efficient”	70	“Staff,” “unprofessional”	9
“Truly,” “cares”	64	“Waiting,” “hours”	9
“Great,” “results”	61	“Billed,” “insurance”	8
“Staff,” “best”	59	“Condescending,” “rude”	8
“Everyone,” “friendly”	51	“Horrible,” “bedside”	7