- 84% of patients check online reviews before selecting a healthcare provider, and more than half read at least six reviews before making a decision[1][2][3].
- 40% of patients have changed their care plans—such as canceling an appointment or deciding not to book with a provider—because of negative online feedback[1][2][3].
- Negative reviews often outweigh personal recommendations, with 61% of patients saying they would not follow a friend’s referral if they found poor online reviews for a provider[3].
What prompts the decision to change specialists based on reviews?
- Consistent reports of poor communication, rushed appointments, or lack of empathy can be strong deterrents.
- Negative feedback about misdiagnoses, ineffective treatments, or unprofessional office staff often raises red flags.
- Positive reviews highlighting a doctor’s expertise, compassion, and successful outcomes can strongly attract patients to a new specialist.
- Providers who actively respond to reviews—both positive and negative—are viewed more favorably, with 45% of patients saying this influences their choice[1][3].
Personal experience and survey evidence both show:
- Online reviews provide insights into both clinical quality (like treatment outcomes and diagnostic accuracy) and service quality (like bedside manner and wait times)[4][5].
- Patients are increasingly willing to switch providers—especially primary care doctors—if their expectations for care and communication aren’t met[1][3].
