The Boston Globe recently reported that “Dr. Richard Aghababian, president of the Massachusetts Medical Society, believes rating websites present a skewed picture of doctors because patients are more likely to post about negative experiences.” This sentiment resonates with the results of a recently published survey conducted by the American College of Physician Executives, which was announced with the headline “Survey Finds Physicians Very Wary of Doctor Ratings.”
Dr. Aghababian’s belief is conventional wisdom — after all, who else besides disgruntled patients would bother to post a review? However, there have been a number of studies that disprove this notion. One study showed a median rating of 4.5 out of 5, while another study found that 88% of the reviews it looked at were positive. Curious about the subject, we at DocSpot (a free consumer website that helps people find doctors and allows patients to leave reviews) conducted our own study of nearly a quarter million online patient reviews and found that the majority of online reviews gave doctors the top score possible (5 out of 5). Is that the skewed picture that Dr. Aghababian was referring to?
To be fair, we don’t believe that online patient ratings give a comprehensive and accurate picture of doctors. We think that patient reviews are better indicators for certain aspects of care than others. “Is a doctor rude?” and “Does a patient feel rushed?” are questions that online reviews can lend insight into. Online reviews are also likely to alert prospective patients to other aspects of the experience, such as any unexpected billing practices. When people want to know “will I be healed?”, that’s a much trickier question. Read the rest of this entry →