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.
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Consumers value objectivity over accuracy when seeking medical information: 8 findings
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