Automated classification of online reviews of otolaryngologists

The study successfully validated an NLP text classification system for categorizing online physician reviews. Positive reviews were found to have an association with directly-physician related context. 1-star reviews were related to treatment plan, accessibility, wait time, office scheduling, billing, and facilities. This method of text classification effectively discerned the nuances of human-written text, providing valuable insights into online healthcare feedback that is scalable.Level of evidence: Level 3.