What Satisfies the Patient? An Analysis of Factors Influencing Patients’ Online Ratings

Creators: Haug, Maximilian and Gewald, Heiko
Title: What Satisfies the Patient? An Analysis of Factors Influencing Patients’ Online Ratings
Item Type: Conference or Workshop Item
Event Title: Conference on Health IT and Analytics (CHITA)
Event Location: Washington, DC
Projects: CROSS
Date: 2017
Divisions: Informationsmanagement
Abstract: Physician rating websites (PRW) show an increase in patients’ participation in the last ten years. More and more people start to rate their doctors even though there is no obvious evaluation basis. Yet, past research has focused on patient satisfaction in general. However there is no coherent overview of fac-tors influencing the patients’ rating on PRW. This research attempts to fill this gap by adapting the patient satisfaction research in the context of physician rating websites. Results show that especially non-medical treatment related topics such as doctor-patient relationship and perception of staff shape the patients’ satisfaction and thus rating. Patient satisfaction criteria can be seen as criteria to rate physicians.
Citation:

Haug, Maximilian and Gewald, Heiko (2017) What Satisfies the Patient? An Analysis of Factors Influencing Patients’ Online Ratings. In: Conference on Health IT and Analytics (CHITA), Washington, DC.

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