"How's My Doctoring?" Patient Feedback's Role in Assessing Physician Quality

A society-wide consumer revolution is underway with the rise of online user-generated review websites such as Yelp, Angie's List, and Zagat.Service provider reviews are now available with an intensity and scope that attracts increasing numbers of reviewers and readers.Health care providers are not exempt from this new consumer generated scrutiny though they have arrived relatively late to the party and as somewhat unwilling guests.The thesis of this article is that online patient feedback on physicians is relevant and valuable even though it is also uncomfortable for health care providers.This is because the modem physician-patient relationship is sufficiently commercial that physician reputation information is amenable to information sharing in this format.This is also because individual physician-patient feedback highlights the cooperative nature of modem health care delivery and consumption.In an era of chronic disease treatment, health outcome success is often based on the need for an ongoing responsive physician-patient relationship.This article begins by discussing the availability of online patient feedback on specific physicians and the vision of the modem role of patient that informs it.Next, this article makes the case that patient experience data is empirically relevant to service quality and efficiency.Part of this discussion concerns the interest commercial health insurance and government agencies are displaying in anecdotal patient experience information.Finally, this article considers both whether online anecdotal patient experience information is fair to physiciansgrappling with the