Yelp definition: “a short sharp cry, especially of pain or alarm.”
Apparently the online review site, Yelp, is now reviewing health care provider performance. A recent commentary (V Lee. NEJM 2017; 376: 197-9) provides some insight into this development.
- Yelp has had “102 million customer reviews to date, 6% of them in the health care arena;” thus, Yelp “dwarfs longer-standing commercial physician review sites such as Healthgrades and Vitals.”
- “Physicians do not always respond positively to the sudden exposure of sometimes negative reviews.” These reviews could contribute to drops in physician morale.
- However, these reviews are here to stay and help patients make more informed choices, provide performance feedback, and may improve quality in health care.
- The biggest problems with these reviews include the fact that anyone (even a disgruntled neighbor, ex-girlfriend) can post a review and due to clarity of the reviews. In addition, patient reviews should not be viewed without other metrics like quality and cost.
My take (borrowed from author): “the question is not whether there should be public disclosure of information on patient satisfaction, outcomes, and costs — it’s how and by whom it should be done.”
Related blog posts:
- Off-Duty Doctors and Family Obligations | gutsandgrowth
- Understanding PEWs & Online Reputation | gutsandgrowth
- Top Physician Skill -Listening
- Why Social Media is Important for Doctors | gutsandgrowth
- “I’ve Got the Best Doctor” | gutsandgrowth
- Doctor Scorecards: Affecting Care (but not in the way you think)