DrSocial — a New Online Platform Could Optimize the Health Care Market Using Doctor Reviews

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A Recent Study Recognizes How the Positive Effects of Hotel Reviews Can be Applied to Healthcare Providers

Review theory - Level of service: 80% good - 20% bad

Reviews distribution

Only those who fear reviews could be harmed by them.

A conducted analysis by Claudio Teri, CEO of DrSocial, describes how the engagement of hotels' customer base in reviews on Tripadvisor helps hotels improve their service and how the same kind of strategy can also be achieved in the medical purposes of DrSocial – a website, serving to enable patients to plan and obtain the perfect medical visit.

Reviews from 50 hotels with approximately 3000 rooms sold per year in total have been catalogued in the research. The outcome suggests that an active involvement in the hotel's activity and presentation increases the overall rank, and therefore Tripadvisor leverages hotels' authority. Even if not all of the reviews are positive, the bad ones would be considered as misleading compared to a majority of good/excellent opinions.

Mr. Teri commenced the study in November 2012 in Italy after having managed a family hotel business: “I knew how Trip reviews could to benefit the hotel service and improve our medical project. I also collected data from other business owners and started to analyse hotels I have been to.” With the small amount of less than 2% of the hotel's customer base that is more likely to write a review, each hotel is easily able to monitor its work and improve its services. If the same concept is applied to doctors, by visiting 1000 patients per year and promoting his/her profiles on the review's page of the website, MDs should be able to receive 20 reviews per year.

Based on a data collection there are two elements influencing the reviews' densities:

·Probability of writing a review – rectangles on higher probabilities have greater values of density and increase quantity and quality of positive reviews faster. Bad reviews on high probability areas can be difficult to avoid, however they are positively affected by the service offered.

·Service offered – density's values increase with positive reviews as the service improves, while negative ones decrease. This rule applies to all probability intervals.

Tripadvisor plays a double role in this process: collecting a valuable feedback from customers and offering a measuring tool to monitor increased appreciation. By following this strategy, every review received is considered as important. For instance, seeing the same complaint about dirty towels, missing soap, etc., suggests an immediate action and intervention by double-checking the rooms and stock and being extra cautious about the certain reported matters.

The same approach applied by doctors can improve the provided medical service and eliminate the usual problem of having too many doctors' profiles with very few reviews. Without doctors’ engagement, review websites wouldn't be able to display the complete data, and there would remain a strong limitation on valuable outcomes for current and potential patients. Any poor data displayed is solely due to the lack of participation and doctors could strengthen the level of their reputation by being more active in the reviews concept, reduce the misleading reviews and be rewarded with a valuable response from the patients' community.

The Internet-based mind set of rating every interaction of our social life is already in place, and ignoring it is like an ostrich that sticks its head in the sand when scared: it will not stop patients from writing reviews.

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Claudio Teri
since: 07/2013
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