Many physicians are wary of bad reviews from disgruntled patients

Recently a Kaiser Health News article http://www.kaiserhealthnews.org * noted: “It’s one of the most important services we pick, yet more people are turning to online reviews to pick doctors. To find a good restaurant, we can check any number of online reviews. To select a doctor, however, many of us rely on a single recommendation, or even a random search through the Yellow Pages. A growing number of doctor-review websites are aiming to change that by allowing people to rate physicians in much the same way they would a sushi dinner or haircut.”
“Dr. Andrew Pasternak, a family physician in Reno, Nev., says he engages more with his patients since reading criticisms online that he spent too much time jotting notes in his tablet computer. “It is a truly a three-way conversation, with the doctor and his PDA taking center stage,” wrote one patient on RateMDs.com. “I have to admit it’s a bad habit that I’ve been working on over the past year or two,” says Dr. Pasternak.Patients noticed the difference. In a later comment on RateMDs.com, another patient wrote: “His attentiveness has improved markedly and, although the tablet is still there, it doesn’t dominate the appointment.”
“Experts say there some 40 to 50 online sites that include doctor reviews or ratings. The three big ones—Healthgrades, RateMDs.com and Vitals—all say they are seeing significant growth in terms of number of reviews and unique visitors.”
”Many doctors remain wary of online reviews, concerned that negative comments can damage their reputation. Being a good doctor can sometimes mean giving patients hard advice. And some doctors fear comments from disgruntled patients or ex-employees could drive other patients away.
”In another study currently being reviewed for publication, Dr. Gao and Ritu Agarwal, co-directors of the Center for Health Information and Decision Systems, suggest online reviews are generally reliable indicators of patients’ opinions.”
* to read the full KHN article “Many physicians are wary of bad reviews from disgruntled patients” by Sumathi Reddy, highlight and click on open hyperlink http://www.kaiserhealthnews.org/Stories/2014/May/20/Patients-lose-when-doctors-do-not-perform-physical-exams-correctly.aspx?utm_campaign=KHN%3A+Daily+Health+Policy+Report&utm_source=hs_email&utm_medium=email&utm_content=12831868&_hsenc=p2ANqtz–wKqg98Dmnwr56-BBmsdorMtbvKkJVPuF8WKOl_CWudHiAZjb1zflQyBPAWDTUR96vjulA4aO0EYnL38EbiOMCejdW0O2UGQVzMGtvBv8NqF3HET4&_hsmi=12831868

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Jonathan M. Metsch, Dr.P.H., is Clinical Professor, Preventive Medicine, Icahn School of Medicine at Mount Sinai; and Adjunct Professor, Baruch College ( C.U.N.Y.), Rutgers School of Public Health, and Rutgers School of Public Affairs and Administration.
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