DrScore has shown time and again that doctors’ conventional wisdom about doctor rating — that only unhappy patients will rate their doctors online — is completely wrong. The most common overall satisfaction score that patients give their doctors is a perfect 10. The next most common score is 9. Of doctors with 10 or more ratings, the average score is just over 9.3 out of 10. And if a doctor wants to make the annual “America’s Most Loved Health Care Providers” in the United States, he or she will have to have a score well over 9.9 out of 10.
So. if so many people are so thoroughly happy with their doctors, why do we need online doctor rating at all?
First, the public wants to know (and doctors need the public to know) how well doctors are doing. The newspaper is never going to publish a front page news story with a title like, “John Smith Sees Dr. Jones and Has a Wonderful Office Visit.” No, if the newspaper publishes a front-page story about a doctor, It is most likely negative, leading people’s perceptions about quality of care to get quite warped.
Transparency is good for medicine.
Second, getting feedback from patients online is easy, efficient and helps doctors do what doctors want to do most: give patients great care. DrScore’s interactive survey makes it possible for doctors to get the detailed feedback they need — both positive and negative criticism —t o make their medical practice better from patients’ perspectives.
In all honesty, I don’t think Nordstrom’s or Disney would be happy with a score of just 9 out of 10, with one in 10 or one in 20 customers being distressed with their experience. We in medicine can — and should — be aiming higher, trying to give all patients what they consider a perfect, caring medical experience.