Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: The amount of patient-written reviews is increasing over time.
More patients are writing reviews about their physicians, according to a recent study published in the Journal of General Internal Medicine. 25 percent of patients wrote reviews about their physicians in 2012 compared to an increase of 33 percent of patients in 2015.
In addition, 57 percent of patients trust third-party review websites compared the 47 percent of patients who trust hospital experience surveys.
The reason why? It’s possible that patients think hospital surveys have a bias, and that online reviews are more familiar to the patient than surveys, according to Sarah Heath, editor at PatientEngagementHIT.
About 75 percent of providers said that online reviews would probably cause them additional stress. Some of that stress might be due to the number of reviews a physician receives — worried that they don’t have enough reviews, the researchers reported.
Other key results from the study:
- 34 percent of providers said online reviews could cause a healthcare overuse
- 46 percent said online comments could damage their patient-provider relationships
- 33 percent said online comments could hurt the care part of the patient experience