The Interplay Between Online Reviews and Physician Demand
As patients look to the internet and virtual word-of-mouth recommendations to identify healthcare resources throughout the global pandemic, online reviews for doctors are playing an increasingly vital role. Researchers at NYU Stern School of Business and University of Illinois at Urbana-Champaign recently analyzed data from a leading medical appointment booking platform to analyze and better understand patient choices.
Key takeaways include:
- Patients rely on text reviews of physician service to make their choices
- The paper identified the seven most frequently mentioned service features of physicians and doctors, among patients through text mining, among which (1) bedside manner, (2) accuracy of diagnosis, (3) waiting time, and (4) service time had a statistically significant relationship with patient choices
- Improving predictive models of patient choices can help doctors more efficiently manage the operational aspects of their practice (e.g., service time, waiting time, etc.)
- Using text-mining of online reviews to understand which features affect patient satisfaction can help promote better long-term relationships between patients and healthcare providers
This research is forthcoming in Management Science.