You scope Amazon reviews before downloading a book to yourKindle. You wouldn’t dream of checking out a new bar without Yelping it first.But should you use online review sites like Vitals, ZocDoc, or HealthcareReviews to choose a doctor?
In a recent poll, only 12 percent of members of the AmericanCollege of Physician Executives (ACPE)—doctors who run health careorganizations—said online patient reviews are helpful. Meanwhile, 26 percentcalled them a nuisance. That fact may not surprise you—but the reasons docsdon’t support these sites go beyond negative reviews, says Peter Angood, M.D.,ACPE’s CEO. Physicians value data and evidence, and find these sites lacking inboth. “Very few doctors are even rated at all, and the number of data points oneach doctor is so low,” says Leana Wen, M.D., M.Sc., author of When DoctorsDon’t Listen.
Until someone creates a foolproof way to measure doctorquality, review sites offer one potential source of information about your newM.D. You just have to use them wisely, says Oliver Kharraz, M.D., founder andchief operating officer of ZocDoc.
Don’t rely on “star” ratings
Read the full content of the reviews, instead of relying onan overall number of stars or other measures, Dr. Kharraz advises. The text cantell you more about whether this doctor might measure up in areas you care mostabout, be it timeliness or chattiness.
Look for certain words
Tone can give you a clue as to whether the reviewer has alegitimate beef or an axe to grind—look for repeated language or hyperbole.Phrases like “the best ever” or “the worst possible” can be red flags, Dr.Angood says.
Trust cautiously
And keep in mind that all patient reviews are subjective—sowhile they might help you evaluate something like a doc’s bedside manner, theyprobably can’t tell you much about surgical results. For that type ofinformation, you might want to look at sites like the government’sHospitalCompare or Physician Compare.
Consider who is posting
ZocDoc uses a closed-loop system, which means only peoplewho’ve booked an appointment and seen the doctor in question can review him orher, Dr. Kharraz says. This cuts back on false reviews from a doc’s friends—orenemies. Meanwhile, Vitals.com uses a different type of system, which allowsonly one review per doctor from the same IP address every 3 months, saysmarketing manager Gina Larson-Stoller.
No matter what, online reviews should supplement otherresearch about your doctor. You’ll also want to consult:
Your network. Ask your family or friends forrecommendations, especially if they work in health care. But keep in mind thatthey may not have much insight on docs in other cities. And, connections don’talways cross specialties—a dermatologist in private practice may not know agood orthopedic surgeon, Dr. Angood says. The best recommendation likely comesfrom a physician who practices and has a professorship or a similar post at oneof the main academic medical centers in your area—they have access to a broadnetwork of quality docs.
Official records. Verify board certifications through theAmerican Board of Physician Specialties and American Board of MedicalSpecialties. And use your state’s medical board to check licenses, malpracticeclaims, and disciplinary actions.
Your gut. Even a highly rated doc with no black marks on hisor her record might not find a good fit for you. If you visit once and aren’thappy with the way you’re treated, consider getting a second opinion, Dr.Angood advises.
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