Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

6 unintended consequences of online doctor reviews

Chris Thiagarajah, MD
Physician
September 29, 2016
Share
Tweet
Share

Online reviews for doctors are here to stay. Letting patients review their doctor sounds great right? What could go wrong?

That being said, there are several things that reviews do that is, in fact, damaging to the care of patients in medicine.  Here are six things that many physicians now do in the world of online reviews.

Focus on showmanship not results. “Sometimes I spend extra time on the exam even when I already have nailed the diagnosis so that patient thinks I am really doing a thorough exam.”

There are times when an experienced physician can walk in the room, take one look at a patient and know exactly what is going on.  That is what training and years of experience teach us. That being said, the average patient really appreciates that. They want the physician to spend time talking, touching and examining them. It is part of the patient experience which has nothing to do with them getting better but everything to do with them feeling better (about their appointment).

I have had colleagues who spend extra time listening to the heart of a patient or performing unnecessary tests during an eye exam, so the patient perceives the doctor is “thorough” for the purposes of getting a good review. Somehow being able to diagnose a rare disease across the room is of no value unless it is accompanied with a 30-minute smoke and mirrors exam.

Turn away patients for fear of bad reviews. “I knew if the surgery didn’t work she was going to destroy me on an online review, so I told her to go to a different doctor.”

There are patients who are tough. Patients are regular people, and there are people who can receive an explanation 100 times the risks or success rates of the surgery and if it doesn’t work get upset and  write terrible reviews of their doctor. Surgeons used to take on those patients to “prove them wrong” or “take on a difficult case.” Now, those patients are being turned away as a “difficult patient” for fear of a bad review.

Not going into “low satisfaction” fields. “Man, who wants to go into ER medicine. It seems like everyone is just pissed at them.”

If you look at reviews of pain doctors, they are usually terrible. Why? Most patients who are going to see pain doctors are either a. In pain and can’t get their pain medicine fast enough or b. are pain seeking and are about to not get pain medicine from the doctor.  Specialties that are more challenging may have people shy away from because of the  constant negative reinforcement they get online.

Focus on “high success” procedures in their own field. “Why do something scary like an orbital decompression when I can just do a blepharoplasty? I get paid almost as much. The patient is happier, and my practice grows.”

Each specialty has more difficult surgeries and also chip shots. Doctors who are tired of bad reviews for difficult cases will simply not do them. There are “oculoplastic surgeons” who do not perform orbital surgery; only eyelid lifts for a simple reason: happy patient, easier procedure,  and good reviews. Taking on tough cases feeds one’s sense of “being a good doctor or a tough doctor.” Your colleagues may respect you but does that matter if you have 1.5 stars?

Offer unnecessary testing and medicine. “If a patient comes with an eye movement problem and you don’t order some test, they are going to leave pissed.”

There are many diseases that get better on their own.  That being said, at the initial exam if you just tell a patient it is going to get better in 12 weeks, patients tend to not like it. To quote a patient speaking to my staff after an exam with a self-resolving problem: “He didn’t even do anything!”

ADVERTISEMENT

The data shows overwhelmingly that patients prefer more testing. This is not in their best interest in terms of cost and complications. CT scans have radiation exposure. Spinal taps can lead to infections.  There is a doctor who gives an MRI to every patient who walked through his door. He told me that “patients liked it better.” Enough said.

Medications are the same. Giving medications to patients in order to “give them something” exposes them to risks without a clinical benefit. This is one reason that antibiotics are so overprescribed.

Spend time encouraging patients to write reviews instead of focusing on their health. “I ask all my normal patients to write reviews so it cancels out the eventual negative review that will come eventually. If I don’t, my ratings will be terrible.”

Often if a patient has a good experience with a doctor, they don’t write a review unless they are asked. If a patient is very unhappy, they will write a review. So if one of my colleagues sees 10 patients and only the one unhappy patient writes a review, it will appear that their satisfaction is 1 out of 5 stars. To counter it, they have to beg their other patients to write good reviews to cancel out that 10th patient. In some offices, they, in fact, make patients fill out a review before they leave the office. This is time where it could be spent on more important things. Like the well-being of the patient.

As can be seen, the road to online reviews may be paved with great intentions but can have many untoward effects. I am fortunate (and lucky) to have decent online reviews, but I know for a fact that these six points affect all physicians, especially ones who are in tune to the online world. I am not sure if online reviews are having the effect that was intended when they were created.

Chris Thiagarajah oculoplastic surgeon and can be reached at his self-titled site, Chris Thiagarajah, MD.

Image credit: Shutterstock.com

Prev

Being ashamed to acquire knowledge is a tragedy

September 28, 2016 Kevin 4
…
Next

It's time to unbreak healthcare

September 29, 2016 Kevin 0
…

Tagged as: Primary Care, Surgery

Post navigation

< Previous Post
Being ashamed to acquire knowledge is a tragedy
Next Post >
It's time to unbreak healthcare

ADVERTISEMENT

Related Posts

  • How online physician reviews can be fake news

    Deborah Burton, MD
  • The unintended consequences of free medical school

    Anonymous
  • The unintended consequences of population health algorithms

    Betty Rabinowitz, MD
  • How to balance confidence and humility online

    Brian A. Primack, MD, PhD
  • 3 ways to advance the credibility of online health information

    Robert Pearl, MD
  • 5 must-haves for great physician online profiles

    Brian R. Dooley

More in Physician

  • The shocking risk every smart student faces when applying to medical school

    Curtis G. Graham, MD
  • The physician who turned burnout into a mission for change

    Jessie Mahoney, MD
  • Time theft: the unseen harm of abusive oversight

    Kayvan Haddadan, MD
  • Why more doctors are leaving clinical practice and how it helps health care

    Arlen Meyers, MD, MBA
  • Harassment and overreach are driving physicians to quit

    Olumuyiwa Bamgbade, MD
  • Why starting with why can transform your medical practice

    Neil Baum, MD
  • Most Popular

  • Past Week

    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why specialist pain clinics and addiction treatment services require strong primary care

      Olumuyiwa Bamgbade, MD | Conditions
    • Harassment and overreach are driving physicians to quit

      Olumuyiwa Bamgbade, MD | Physician
    • Why peer support can save lives in high-pressure medical careers

      Maire Daugharty, MD | Conditions
    • When a medical office sublease turns into a legal nightmare

      Ralph Messo, DO | Physician
    • Addressing menstrual health inequities in adolescents

      Callia Georgoulis | Conditions
  • Past 6 Months

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
  • Recent Posts

    • The shocking risk every smart student faces when applying to medical school

      Curtis G. Graham, MD | Physician
    • Clinical ghosts and why they haunt our exam rooms

      Kara Wada, MD | Conditions
    • High blood pressure’s hidden impact on kidney health in older adults

      Edmond Kubi Appiah, MPH | Conditions
    • Deep transcranial magnetic stimulation for depression [PODCAST]

      The Podcast by KevinMD | Podcast
    • How declining MMR vaccination rates put future generations at risk

      Ambika Sharma, Onyi Oligbo, and Katrina Green, MD | Conditions
    • The physician who turned burnout into a mission for change

      Jessie Mahoney, MD | Physician

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 15 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

ADVERTISEMENT

  • Most Popular

  • Past Week

    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why specialist pain clinics and addiction treatment services require strong primary care

      Olumuyiwa Bamgbade, MD | Conditions
    • Harassment and overreach are driving physicians to quit

      Olumuyiwa Bamgbade, MD | Physician
    • Why peer support can save lives in high-pressure medical careers

      Maire Daugharty, MD | Conditions
    • When a medical office sublease turns into a legal nightmare

      Ralph Messo, DO | Physician
    • Addressing menstrual health inequities in adolescents

      Callia Georgoulis | Conditions
  • Past 6 Months

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • Who gets to be well in America: Immigrant health is on the line

      Joshua Vasquez, MD | Policy
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
  • Recent Posts

    • The shocking risk every smart student faces when applying to medical school

      Curtis G. Graham, MD | Physician
    • Clinical ghosts and why they haunt our exam rooms

      Kara Wada, MD | Conditions
    • High blood pressure’s hidden impact on kidney health in older adults

      Edmond Kubi Appiah, MPH | Conditions
    • Deep transcranial magnetic stimulation for depression [PODCAST]

      The Podcast by KevinMD | Podcast
    • How declining MMR vaccination rates put future generations at risk

      Ambika Sharma, Onyi Oligbo, and Katrina Green, MD | Conditions
    • The physician who turned burnout into a mission for change

      Jessie Mahoney, MD | Physician

MedPage Today Professional

An Everyday Health Property Medpage Today
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

6 unintended consequences of online doctor reviews
15 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...