More patients are using online physician reviews to search for a physician now than ever before, with the use of online reviews increasing by 68 percent within the last year alone, according to a survey conducted by practice management reviewer Software Advice.
The integration of healthcare into the consumer market is most evidenced by the popularity of Yelp. The site where consumers traditionally posted restaurant and hotel reviews is now a source of patient reviews, with the most survey respondents indicating they consult the site for such information.
Software Advice surveyed a sample of 4,620 patients in the United States, collecting at least 365 responses for each question. Highlights from the survey are shown below.
- Among respondents who indicated they use online reviews, 61 percent reported they use them before selecting a physician, while 20 percent use online reviews to evaluate a current physician and 19 percent use them after.
- Almost half of the survey respondents (44 percent) said they would consider going to an out-of-network physician if his or her reviews were better than those of in-network physicians. In 2013, only 26 percent of respondents said they would be willing to go out-of-network based on favorable reviews.
- The top three sites used to read patient reviews are Yelp (selected by 27 percent of respondents), Healthgrades (26 percent) and RateMDs (26 percent).
- The most sought-after general information while researching patient reviews is quality of care, followed by ratings and patient experience.
- The most in-demand information related to delivery of care is accuracy of diagnosis, followed by listening skills and explanation skills.
- The administrative information patients seek the most includes wait times, staff friendliness and ease of scheduling.
- The common concern physicians have with online reviews is exposing themselves to scrutiny or negative reviews. However, most survey respondents (71 percent) say they usually write something positive or neutral.
- Patients' top motivations for writing reviews are helping other patients, posting positive experiences and posting negative experiences. Other motivations include a desire to help the physician and administration improve.