Tag Archives: patient feedback

Patients are Using Reviews to Choose Their Doctors – Are They Choosing You?

choicesLast week the Wall Street Journal published another article about the growing importance of physician reviews and how patients now use these reviews to choose their doctors.

The article had two main conclusions:

  • Patients’ reliance on reviews for selecting doctors is growing exponentially
  • Doctors who embrace reviews receive the benefit of practice growth

WSJ cited numerous compelling studies which included data showing that 25% of US adults sought doctor reviews from one or more of the 50 doctor review websites, and of these adults, more than a third chose a doctor (or chose not to go to a doctor) based on the reviews. This trend is occurring even though the vast majority of patients said that they do not write reviews about doctors.

Of course, WSJ confirmed that many doctors are still very wary of reviews. But those who embrace reviews are changing the way they practice based on patient feedback, and in the process, acquiring new patients. Even family practitioners are seeing the benefit of reviews.

According to the WSJ:

Gregg DeNicola, chief executive of Caduceus Medical, a 20-doctor family-medicine practice in Orange County, Calif., says his first dealings with online reviews were almost all negative. Fired employees who posted fake reviews, he says, and patients who wanted Vicodin when they didn’t need it and vented online.

“First we did what anyone would do, we just ignored it,” says Dr. DeNicola. “Then new patients were actually canceling appointments because of reviews and we realized this could be more serious than we thought,” he says.

The practice decided to embrace online reviews.

Dr. DeNicola says new patients are now coming to the practice because of positive online reviews…. The review sites are “helping us a lot,” he says. “When we decided to quit ignoring it and embraced it, it totally changed the game.”

Read the full article in the WSJ

Are You a Plastic Surgeon 2.0?

Health 2.0* (also called Medicine 2.0) references 2-way interactions between medical providers and patients.

It’s a new world where patients not only consume content, but also create it through social media including ratings and reviews.

But you can’t just tack a “2.0” on the end of a title and call it “new and improved.”

The designation “2.0” indicates a significant change in how you relate to your patients and to the world.

*Infographic by Scott Shreeve, MD at Crossover Health

Are you a Plastic Surgeon 2.0? Take the quiz and find out

icon-CheckboxEnabling Two-Way Communication

  • Is your own voice represented in your online presence?
  • Do you use intelligent tools (like your blog, social media, and health-related websites you participate on) to deliver content to consumers?
  • Do you continue to evolve quickly online and are you willing to try new ways of communicating with your patients?

icon-CheckboxEmbracing Transparency

  • Do you promote and freely share content created by your patients, without editing or revising their true feelings?
  • Do you integrate data and content (like RPR’s patient satisfaction data) including imperfections identified by your patients?

icon-CheckboxMonitoring and Managing Your Patient Experience

Do you have on-going feedback from your patients about service quality?

  • Do you survey consistently?
  • Do you ask questions that yield insights to improve your practice?

Do you benchmark your practice’s performance regionally and nationally?

  • Is survey data available in real time?
  • Can you access regional and national benchmarks yourself?

If most of your answers are YES, then you’re taking advantage of the 2.0 phenomenon. If not, these questions can be suggestions for how create a better patient experience and take better advantage of the Internet and social media.

What is Health 2.0?

Definition of Health 2.0 from Wikipedia: use of a specific set of Web tools (blogs, Podcasts, tagging, search, wikis, etc.) by actors in health care including doctors, patients, and scientists, using principles of open source and generation of content by users, and the power of networks in order to personalize health care, collaborate, and promote health education

An even better definition from Phillipa Kenneally, MD at the Entreprenurial MD: a “new concept of healthcare wherein all the constituents (patients, physicians, providers, and payers) focus on healthcare value (outcomes/price) and use competition at the medical condition level over the full cycle of care as the catalyst for improving the safety, efficiency, and quality of health care”.