Review Trackers Blog: Online Doctor Reviews Reveal What Matters Most to Patients

May 8, 2013

Online Doctor Reviews Reveal What Matters Most to Patients

Chris Campbell, Review Trackers Blog

In 2010, a man in Minnesota did not like the bedside manner of [ Dr. David McKee ] the neurologist treating his father. The man posted online reviews on a couple of popular doctor review aggregators – reviews that referred to the neurologist as a “real tool.”

The whole thing sparked a controversial legal battle [ David McKee MD V. Dennis Laurion ], in which the Minnesota Supreme Court ended up deciding that the reviews were not defamatory. It’s a pretty long story – spanning four years! – but apparently this case is very crucial in understanding what patients really want in the age of Yelp and Dr. Oogle.

According to a new study by medical marketing firm Vanguard Communications, patients want – above all – excellent customer service and bedside manner. In fact, these seem to matter to patients more than level of medical skill: in the multi-city study, the patients who post negative online doctor reviews complain about poor service and bedside manner four times as much as they did about misdiagnoses and inadequate medical skills.

The study aggregated doctor reviews – 3,617 of them, to be exact – and evaluated the reasons for satisfaction/dissatisfaction cited by patients. These reviews came from multiple online medical review sites, including Yelp, Rate MDs, and Vitals.

Interestingly, only 21.5 percent of the negative online reviews cited medical skill as a major concern. Meanwhile, 43.1 percent indicated that the cause of the annoyance was because the doctor was rushed, or late for a scheduled appointment, or did not listen well, or seemed dismissive of the patient’s concerns.

“Doctors who sue patients very rarely gain anything but additional negative publicity,” said Vanguard Communications CEO Harman King. “Often, the easier solution is to take preventive measures – examples include a doctor apologizing to a patient in the exam room for running behind schedule, and staffing the phones and front desk of a doctor’s office with the most cheerful employees.”

Source

Defendant Dennis Laurion’s Web Posting

Defendant Dennis Laurion’s Patient Complaint

Plaintiff David McKee’s Reply To Patient Complaint

Plaintiff David McKee’s Cease And Desist Letter To Defendant Dennis Laurion

Defendant Dennis Laurion’s Complaint To Minnesota Board Of Medical Practice

Plaintiff David McKee’s Complaint To Sixth Judicial District Duluth Court

Plaintiff David McKee’s Response To Minnesota Board Of Medical Practice

Defendant Dennis Laurion’s Answer To Plaintiff David McKee’s Complaint

Defendant Dennis Laurion’s Motion For Summary Judgment

Defendant Dennis Laurion’s Deposition Extracts

Plaintiff David McKee’s Deposition Testimony About Circumstances Before Encounter With Laurion Family

Plaintiff David McKee’s Deposition Testimony About Encounter With Laurion Family

Plaintiff David McKee’s Deposition Testimony About Circumstances After Encounter With Laurion Family

Plaintiff David McKee’s Deposition Testimony In Response To Questions By Marshall Tanick

Affidavits By Defendant Dennis Laurion’s Parents

Defendant Dennis Laurion’s Supplemental Motion For Summary Judgment

Plaintiff David McKee’s Motion To Oppose Summary Judgment

Defendant Dennis Laurion’s Reply Memo In Support Of Motion For Summary Judgment

Sixth Judicial District Court’s Order On Motion For Summary Judgment

Plaintiff David McKee’s Appeal Of Order On Motion For Summary Judgment

Plaintiff David McKee’s Brief To Minnesota Court Of Appeals

Defendant Dennis Laurion’s Brief To Minnesota Court Of Appeals

Plaintiff David McKee’s Reply Brief To Minnesota Court Of Appeals

Minnesota Court Of Appeals Order To Strike Portion Of Plaintiff David McKee’s Reply Brief

Minnesota Court Of Appeals Announces Decision

Defendant Dennis Laurion’s Petition For Review By Minnesota Supreme Court

Plaintiff David McKee’s Opposition To Review By Minnesota Supreme Court

Defendant Dennis Laurion’s Brief To Minnesota Supreme Court

Plaintiff David McKee’s Brief To Minnesota Supreme Court

Defendant Dennis Laurion’s Reply Brief To Minnesota Supreme Court

Minnesota Supreme Court Decision On David McKee MD V. Dennis K. Laurion

David McKee MD v. Dennis Laurion 2010

David McKee MD v. Dennis Laurion 2011

David McKee MD v. Dennis Laurion 2012

David McKee MD v. Dennis Laurion 2013

McKee V Laurion Is A Textbook Case

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