Yelp, a popular consumer reviews website, was created when co-founder Jeremy Stoppelman needed to find a healthcare provider. His struggle to find online reviews and recommendations on local healthcare providers back in 2004 sparked the idea for Yelp.
Online complaints about physician bedside manner and customer service were nearly four times more common than complaints about physicians’ medical skills, according to a survey by Vanguard Communications.
Physician communication is the number one factor most highly correlated with the likelihood that patients will return to a hospital or medical practice. This conclusion is one that I have personally experienced and highlighted as a speaker at healthcare conferences and seminars and when consulting with fellow physicians on improving communication and building and maintaining a successful practice.