When searching for a new doctor, many patients do the same thing they do when picking a restaurant or hotel: check the star ratings. But unlike choosing a burger joint, selecting a healthcare provider has a lasting impact on a person’s well-being. So the question remains—do star ratings in physician practices actually matter to the community?
The Short Answer: Yes—and No.
Patients often use online reviews as their first stop when exploring a provider or clinic. A four- or five-star rating can build trust before the first appointment is even booked.
Ratings signal to the community that feedback is being heard. Practices with consistently high marks often have strong patient engagement and prioritize service quality.
We live in a rating-based society. Whether it’s Yelp, Amazon, or Google, consumers are trained to scan for stars. Healthcare is no different. People want a quick way to gauge quality, convenience, and bedside manner.
Though one negative review doesn’t define a practice, multiple similar reviews (e.g., long wait times, rushed appointments) can point to systemic issues that affect the whole community.
A single rating often reflects an emotional moment—positive or negative—and may not reflect clinical quality.
Most star ratings are based on experience, not outcomes. A practice could have warm staff and short wait times, but how do they perform on cancer screening rates, diabetes control, or care coordination?
Often, patients with either very positive or very negative experiences leave reviews. That leaves a wide middle—satisfied but silent—unrepresented.
Feature them on your website: A rotating testimonial or “Patient Satisfaction Score” banner builds confidence.
Highlight them in clinic signage: Use table tents, flyers, or screens to let patients know their feedback is making a difference.
Incorporate into social media posts: Celebrate your team by sharing positive reviews with a human touch.
Engage local media or newsletters: A press release or community health update can share your improvement efforts and invite feedback.
Their feedback drives change: If patients mention long wait times, access issues, or exceptional service, those insights help shape policy, staffing, and workflows.
It builds a representative story: The more responses received, the more balanced and accurate the ratings become—reducing the impact of only extreme voices.
It gives patients a role in care transformation: Survey participation turns patients into partners in the healthcare experience.
Yes, because they shape perceptions, drive decision-making, and spark conversations. But they shouldn’t be the only data point communities or health systems use to evaluate physician practices.
A better approach is combining star ratings with clinical quality measures, access metrics, and community feedback. When patient satisfaction is viewed alongside measurable outcomes, we gain a fuller picture of whether a practice is truly meeting the needs of its community.
Monitor and respond to reviews—acknowledge the feedback, even when it’s tough.
Track patterns—use the data to drive improvement.
Educate patients—help them understand what ratings reflect and what else matters.
Showcase what’s behind the stars—highlight both patient satisfaction and quality scores to tell a complete story.
Star ratings matter because your community says they do. But when paired with transparent quality reporting and proactive engagement, they become a powerful tool to build trust, improve care, and foster real relationships between patients and providers.
Dr. Angie Schierer is an accomplished C-suite executive consultant specializing in rural healthcare administration. With a robust background in operations, quality, process improvement, and team development, she thrives on tackling new challenges and leading diverse teams through transformational growth and innovative thinking.
Ready to put Angie and our team to work for you? Contact us today to get started!