In her May 31, 2013 Health Affairs blog post, Kelly Barnes indicates:
"PwC’s Health Research Institute (HRI) surveyed 1,000 consumers in late 2012 and found that nearly half (48 percent) read a multitude of reviews (of health care providers), but only one-third acted on those ratings in health care decisions. At the same time, about half said they want payment policies to be tied to their feedback.
Industry leaders interviewed by HRI attribute the slow uptake of health care reviews to several factors:
Overload of information. Deciphering the myriad of health care ratings and the high volume of chatter on blogs and Internet forums can be a daunting experience.
Personal relationships outweigh individual reviews. Consumers rely on social relationships with advisors, especially doctors, for important health care decisions.
Perception of “no choice” in health care. Individuals believe they don’t have the right or ability to choose.
Need for trusted source of reviews. The health industry lacks a commonly accepted, widely known source of reviews."
"Clearly, ways exist to tap the power of customer ratings in health care. We know that consumers want information that is relevant to them: How have like-minded shoppers chosen the right health plan or the right care team?
Combining consumer feedback with data on a person’s background and behavior can tailor information according to type, making it more meaningful for health decisions. And analyzing that type of comprehensive patient portrait for thousands of customers offers the promise of better population health management.
Changes in reimbursement policies, competition for customers, and the popularity of ratings in this country are prompting the health care industry to ask patients for more than a satisfaction measure. Scores are just a starting point. A valued source of information is something that can accompany a patient throughout the health care journey and prevent unnecessary costs."