Why a 5-Star Doctor Might Not Be the Best Doctor for You

Like almost everyone, I use Google every day and Amazon more than I should. And like most people, my relationship with these platforms is complicated. There’s no denying that both provide incredible convenience and access to services that make our lives easier. However, this convenience comes at a cost—one that extends beyond the usual arguments about “hurting small businesses” or lamenting how they “used to be better.”

The cost I’m talking about is one that affects Americans’ health.

The Evolution of Online Health Information

Having worked in online health for more than 20 years, I have seen firsthand how people use the internet to manage their well-being. In the early days, there were frequent complaints about “Dr. Google” and the dangers of self-diagnosing. While those concerns stemmed from legitimate concerns about consumer health, I have always believed that more information and greater empowerment in healthcare are good things.

Certainly, some individuals take it too far, leading to unnecessary panic or misinformation. Distinguishing “fact from quack” is an ongoing challenge. However, on the whole, being informed and learning to advocate for one’s health is beneficial. Patients today ask better questions, understand their conditions more thoroughly, and play a more active role in their care than ever before.

Unfortunately, the problem doesn’t end with health misinformation. The way we evaluate healthcare providers—shaped in part by Google and Amazon—has significant unintended consequences.

Amazon’s Role in Our Decision-Making

Amazon has revolutionized how we shop. The platform allows us to buy almost anything, and the user experience is designed to make those purchases seamless and comfortable. One of Amazon’s most influential features is the abundance of consumer reviews.

From electronics to clothing to food items, we rely on thousands of strangers to guide our purchasing decisions. Sure, these reviewers have different preferences and experiences, but the wisdom of the crowd is reassuring. This model extends beyond Amazon. We see it on Yelp, TripAdvisor, and countless other platforms that help us choose everything from restaurants to plumbers.

Google has amplified this system. In an effort to help consumers make informed choices, Google prominently features consumer ratings, whether through its maps, shopping or even its organic search results. Try typing in the name of your favorite restaurant and see how many places on the results screen you can see 5-star reviews. The idea is simple: more stars equal better quality. But when applied to healthcare, this framework breaks down entirely.

Why Five-Star Ratings Fail in Healthcare

Unlike evaluating a product or restaurant, it is impossible for the average patient to accurately assess the quality of their medical care through a five-star review.

Certainly, patients can rate their experiences based on service-related factors: Was the staff friendly? Did the doctor take their time with you? Was the office clean? These are important aspects of the patient experience, but they don’t measure actual medical quality.

Here’s the fundamental issue: Patients don’t have the knowledge or data to determine if they received the best possible care leading to the best possible outcome. Consider these scenarios:

• Your doctor tells you that you need surgery and that recovery will take 12 weeks. You undergo surgery, recover in 12 weeks, and leave a glowing five-star review. But what if physical therapy could have healed you in six weeks, avoiding surgery altogether?
• You’re prescribed a medication for a chronic condition that improves your symptoms by 80%. You’re satisfied. But what if a different medication could have cleared up your symptoms entirely?

Patients evaluate doctors based on whether expectations were met, but they lack the context to question whether those expectations were appropriate in the first place.

The Limits of Second Opinions

Some might argue that second opinions can help mitigate this problem. While seeking additional medical perspectives is always a good practice, it still doesn’t provide absolute clarity. If two doctors offer conflicting advice, how does a patient determine which one is correct? Most people ultimately choose the option they feel more comfortable with, but comfort doesn’t equate to superior medical care.

The truth is the only way to assess healthcare quality objectively is through comprehensive data analysis.

Measuring True Medical Quality

Determining which doctors provide the best care requires analyzing massive data sets across millions of patients. By examining treatment outcomes, we can answer critical questions:

• Which doctor is getting people healthier, faster?
• Who has the fewest complications?
• Which doctors rely on surgery when less invasive options are available?
• On the flip side, which doctors delay necessary procedures, causing prolonged suffering?

This kind of analysis requires complex mathematics, but thanks to modern data science, it is now possible to make truly objective determinations about healthcare quality.

A Path Forward

Google and Amazon have transformed how we make decisions, but when it comes to healthcare, their influence has led us astray. If we are serious about improving healthcare, we must move beyond the flawed five-star rating system. Patients deserve access to transparent, data-driven insights that reflect real medical outcomes, not just customer satisfaction. The future of healthcare depends on it.