The latest report by rater8 highlights that online reviews play a key role in patient decision-making, often surpassing personal recommendations when choosing doctors.
“Patients have high standards for care, and they have no qualms about changing providers when they don’t meet their needs. We’ve found that physicians and practices being actively involved in soliciting, managing, and engaging with reviews makes a difference,” said Evan Steele, founder and CEO of rater8.
According to the report, 84% of patients consult online reviews before selecting a healthcare provider, with over half reading at least six reviews before making a choice. Reviews are not just influencing initial decisions but actively reshaping care plans. As many as 40% of patients admitted that negative feedback had prompted them to cancel an existing appointment or rethink their decision to see a particular doctor.
Despite this heavy reliance on online opinions, the report also shows a clear paradox: patients who value reviews are often reluctant to write them. A surprising 57% admitted that they rarely, if ever, leave feedback for their healthcare providers.
Doctor loyalty?Â
Another key finding is the level of loyalty—or lack thereof—that patients feel toward their doctors. 26% of respondents indicated they are considering switching providers this year. Primary care physicians appear to be the easiest to replace, with 64% of patients stating they would not hesitate to make a switch.
The role of personal referrals Â
Interestingly, while personal referrals have traditionally played a major role in patient decision-making, they are now taking a backseat to online feedback. In addition, 61% of patients said they would not necessarily trust a recommendation from a friend or family member if they encountered negative online reviews about the provider.
Furthermore, nearly half of patients (45% ) stated that they are more likely to choose a doctor who actively responds to patient feedback online, showing that engagement and reputation management are essential in today’s digital healthcare landscape.