Understanding the Patient 2.0

Gaining Insight into Patients’ Rating Behavior by User-Generated Physician Review Mining
  • Michaela GeierhosEmail author
  • Frederik S. Bäumer
  • Sabine Schulze
  • Caterina Klotz
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9405)


Patients 2.0 increasingly inform themselves about the quality of medical services on physician rating websites. However, little is known about whether the reviews and ratings on these websites truly reflect the quality of services or whether the ratings on these websites are rather influenced by patients’ individual rating behavior. Therefore, we investigate more than 790,000 physician reviews on Germany’s most used physician rating website Our results show that patients’ ratings do not only reflect treatment quality but are also influenced by treatment quality independent factors like age and complaint behavior. Hence, we provide evidence that users should be well aware of user specific rating distortions when intending to make their physician choice based on these ratings.


Health 2.0 Rating behavior Patient opinion mining on physician rating websites 



Partial support for this work was provided by the Ministry of Innovation, Higher Education and Research of North Rhine-Westphalia, Germany.


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Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  • Michaela Geierhos
    • 1
    Email author
  • Frederik S. Bäumer
    • 1
  • Sabine Schulze
    • 1
  • Caterina Klotz
    • 1
  1. 1.Heinz Nixdorf InstituteUniversity of PaderbornPaderbornGermany

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