Should You Trust Online Doctor Reviews?

You scope Amazon reviews before downloading a book to your Kindle. 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 Healthcare Reviews to choose a doctor? 

In a recent poll, only 12 percent of members of the American College of Physician Executives (ACPE)--doctors who run health care organizations--said online patient reviews are helpful. Meanwhile, 26 percent called them a nuisance. That fact may not surprise you--but the reasons docs don'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 in both. "Very few doctors are even rated at all, and the number of data points on each doctor is so low," says Leana Wen, M.D., M.Sc., author of When Doctors Don't Listen. 

Until someone creates a foolproof way to measure doctor quality, review sites offer one potential source of information about your new M.D. You just have to use them wisely, says Oliver Kharraz, M.D., founder and chief operating officer of ZocDoc.

Don't rely on "star" ratings
Read the full content of the reviews, instead of relying on an overall number of stars or other measures, Dr. Kharraz advises. The text can tell you more about whether this doctor might measure up in areas you care most about, be it timeliness or chattiness.

Look for certain words
Tone can give you a clue as to whether the reviewer has a legitimate 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--so while they might help you evaluate something like a doc's bedside manner, they probably can't tell you much about surgical results. For that type of information, you might want to look at sites like the government's Hospital Compare or Physician Compare.

Consider who is posting
ZocDoc uses a closed-loop system, which means only people who've booked an appointment and seen the doctor in question can review him or her, Dr. Kharraz says. This cuts back on false reviews from a doc's friends--or enemies. Meanwhile, Vitals.com uses a different type of system, which allows only one review per doctor from the same IP address every 3 months, says marketing manager Gina Larson-Stoller.

No matter what, online reviews should supplement other research about your doctor. You'll also want to consult:

Your network. Ask your family or friends for recommendations, especially if they work in health care. But keep in mind that they may not have much insight on docs in other cities. And, connections don't always cross specialties--a dermatologist in private practice may not know a good orthopedic surgeon, Dr. Angood says. The best recommendation likely comes from a physician who practices and has a professorship or a similar post at one of the main academic medical centers in your area--they have access to a broad network of quality docs.

Official records. Verify board certifications through the American Board of Physician Specialties and American Board of Medical Specialties. And use your state's medical board to check licenses, malpractice claims, and disciplinary actions.

Your gut. Even a highly rated doc with no black marks on his or her record might not find a good fit for you. If you visit once and aren't happy with the way you're treated, consider getting a second opinion, Dr. Angood advises.

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