Docplanner
Trust and Transparency Report
18.1M bookings monthly
21M Opinions
3M healthcare professionals listed on our websites
60M users on our websites monthly
*2024 data.
Trust is a choice
Mariusz Gralewski,
CEO Docplanner
We present the first-ever Global Trust and Transparency Report in Docplanner Group's history, to show our approach when it comes to publishing content online and maintaining trust and safety on our platform.
We apply our best efforts to provide users' access to trustworthy and reliable information that helps users make the best decisions and helps healthcare professionals understand patients' needs and expectations.
We want to be a center of trust for everyone worldwide.
As the world digitizes, companies need to understand their customers' needs and meet them while maintaining values such as trust, education, and credibility. We focus on building a trustworthy and socially responsible brand. This report highlights our approach to achieving these values and the significance of the content we publish on our platforms.
Docplanner's mission is to make the healthcare experience more human.
Why can you rely on us?
Our platforms aim to make healthcare simple and more human.
Trust is vital for a better healthcare experience. We aim to be open about our processes to keep our community's confidence when booking consultations or seeking healthcare information.
Together with our users, we are a community focused on making the world healthier based on these pillars:
-
We focus on providing tools that grant patients easy way to find and book a consultation with a doctor that matches his needs
-
Users are at the heart of our platform. We listen to feedback, understand the concerns, and continuously enhance positive experiences with our platform;
-
Our platform offers personalized services for all healthcare-related needs, including scheduling, telemedicine, prescriptions, sharing opinions, and health recommendations.
-
Access to details of healthcare professionals are a game changer in order to choose the right specialist and can lead to more assertive decisions.
-
Privacy is our top priority. We strive to keep all data confidential and secure. Quality is non-negotiable. From the accuracy of medical information to the responsiveness of our support teams, we hold ourselves to the highest standards.
-
Health needs don’t adhere to a schedule, and neither do we. Our platform is accessible 24/7, allowing everyone to find a healthcare professional whenever and wherever needed.
Healthcare professionals on our platforms
To ensure that users receive the best possible care, we have requirements that healthcare professionals must meet before being listed on our platform, so patients can easily find and book a consultation with a professional.
We feature millions of healthcare specialists on our platform. The most commonly booked specializations are:
General Medicine
Gynecology and Obstetrics
Psychology
Dermatology
Psychiatry
2.5M professionals listed
+367,000 bookable doctors
+18,000,000 bookings monthly
+365,000 new monthly reviews
Content moderation in Docplanner
We provide our users access to reliable and credible information to help them find a healthcare professional, book a visit, and make the healthcare experience more human.
Our main goal is to ensure safety and transparency, building an environment of respect and trust.
Docplanner promotes trust and transparency on our global healthcare platforms. We review each content, including patient opinions about healthcare professionals. This helps us create a safe, high-quality, and reliable user experience. We keep our guidelines up to date to address new issues, showing our commitment.
All opinions are verified for authenticity and content
4,6M opinions published in 2024
More than 20 million opinions to help users make better choices when selecting a healthcare professional!
Brazil and Mexico have the most opinions.
Opinion share per country
We believe every patient should have their say. Feedback shows patients' concerns, doubts, history, and positive experiences with healthcare providers. Opinions allow patients to share and help others make informed choices.
Star rating distribution
Patients who schedule appointments through doctors request are more likely to share their thoughts than those who book directly on our platform.
The most praised healthcare professionals
Obstetrics and gynecology
13%
Psychology
9.5%
Dermatology and venereology
6.6%
Ophthalmology
6.5%
Dentistry
6%
*Percentage of all published opinions.
Key factors affecting the healthcare experience from patients' point of view
Patients can highlight important parts of their experience by using tags when sharing feedback. They focus on different factors during their visits to healthcare professionals, but some key elements always stand out as essential for their overall satisfaction and well-being. Let's look at what patients consider most important.
Positive aspects
-
Doctor engagement plays a pivotal role in patient care. Patients value doctors who actively listen to their concerns, show empathy, and involve them in decision-making processes regarding their health. This engagement fosters trust and a sense of partnership between the patient and the doctor, leading to better treatment outcomes and patient adherence to medical advice.
26%
-
Clear and thorough explanations about their condition, treatment options, and any procedures or tests contribute to patient understanding and empowerment. When patients are well-informed, they feel more confident in their healthcare decisions and are more likely to comply with treatment plans.
24%
-
It is paramount in achieving positive health outcomes for patients. Patients expect their doctors to have the knowledge, skills, and resources necessary to diagnose and treat their conditions effectively. The doctor's competence inspires confidence and reassurance in patients, fostering a sense of security and satisfaction with their care.
18%
-
It is another important aspect that patients appreciate during their clinic visits. Respect for the patient's time demonstrates professionalism and consideration for their busy schedules. Timely appointments minimize waiting times and contribute to a positive overall experience, enhancing patient satisfaction.
16%
-
It significantly shapes the patient's perception of their visit. A clean, comfortable, and organized clinic space creates a welcoming atmosphere and contributes to the patient's sense of well-being.
14%
Negative aspects
-
The most common reason for negative experience was indicated as other than listed in our tags. What can be hidden there?
Poor bedside manner: This refers to the doctor's demeanor and attitude during the appointment. Patients may feel uncomfortable or disrespected if the doctor exhibits rudeness, dismissiveness, or lack of professionalism.
Lack of privacy/confidentiality: Patients value confidentiality and privacy during medical consultations. Any breach of confidentiality or failure to maintain privacy in the clinic setting can lead to feelings of discomfort and distrust.
Financial concerns: The cost of healthcare can be a significant source of stress for patients. Financial concerns may arise from unexpected medical bills, lack of insurance coverage, or high out-of-pocket expenses, leading to dissatisfaction with the overall experience.
Inadequate follow-up care: Patients may feel neglected or abandoned if they perceive that their healthcare professional does not adequately follow up on their condition or treatment progress. This can lead to feelings of insecurity and uncertainty about their health management.
Cultural insensitivity: Patients from diverse cultural backgrounds may feel marginalized or misunderstood if their healthcare providers do not demonstrate cultural sensitivity or awareness during appointments. This can result in barriers to effective communication and reduced trust in the healthcare system.
Long wait times for test results: Patients may experience anxiety and frustration if they have to wait an extended period for test results, particularly if the results are critical for their diagnosis or treatment decisions. This delay can lead to heightened stress and uncertainty about their health status.
29%
-
Delays in appointments can lead to frustration and inconvenience for patients, potentially resulting in negative perceptions of the clinic's organization and efficiency.
23%
-
Patients rely on healthcare providers to deliver effective treatments that address their health concerns. When the consultation appears to be quick, patients may feel disillusioned and question the competence of their healthcare team
13%
-
Thirdly, patients value their healthcare providers' empathy as it fosters trust and understanding. A lack of empathy can leave patients feeling dismissed or unimportant, potentially eroding the doctor-patient relationship and hindering effective communication.
12%
-
Effective communication is essential for ensuring that patients understand their diagnosis, treatment options, and care plans. Poor communication can lead to misunderstandings, confusion, and dissatisfaction with the quality of care received.
10%
Public Questions to healthcare professionals
Registered users can ask public questions for healthcare professionals to answer. Each question is checked by our team to ensure it does not contain illegal, offensive, or inappropriate content. If a question does not follow our rules, we may remove it.
213,103 questions directed to healthcare professionals in 2024
Opinion’s journey
Processes and actions behind moderation
We prioritize the accuracy and truthfulness of all information on our platform, taking necessary steps to prevent false, harmful, or illegal content. Our strict no-false-opinions policy helps us detect and remove misleading information, ensuring our platform remains a trusted source for users. We have set rules for users to follow for their opinions to be published. Specific rules for patient and doctor opinions can be found on our local pages. We continuously review opinions, even after they are published, to spot trends and potential fake reviews.
We do not remove opinions solely because they are negative or at the request of healthcare professionals.
Opinions are not influenced by whether the healthcare professional uses our paid services.
We only reject or remove opinions that break the law or our guidelines.
Regular checks, both automated and manual, on reviews to ensure the content is safe and genuine.
We rejected 1.7% of opinions because they violated our guidelines.
No to fake opinions
We have a strict policy of ZERO tolerance for fake opinions.
Reliable information about healthcare professionals is essential!
According to our research, more than 70% of users consider opinions to be the most important condition in the decision-making process.
False opinions can harm healthcare, hurt professionals' reputations, and negatively impact patients. That's why we work hard to prevent users from making decisions based on wrong information or fake experiences.
In 2024, we removed about 16,000 suspected reviews using our fraud detection tools and regular manual checks to identify unusual patterns and behaviors.
What is a fake opinion?
-
Opinions that are posted in exchange for payment or other incentive.
-
Opinions written by someone who is associated with the healthcare professional, e.g., employees, friends, or family members.
-
Taking over a genuine user’s account to post fake opinions.
-
An opinion written by someone who has never had a consultation or pre-consultation experience with a healthcare professional, including opinions written by the healthcare professional themselves or negative opinions written on purpose by a competitor.
-
Automated programs that post fake opinions.
-
Companies or individuals who agree to write fake opinions on behalf of each other.
-
Posting many fake opinions to overwhelm legitimate opinions.
-
Creating fake user accounts to post an opinion without ever having any relevant experience.
Abuse report
To create a safe and fair platform for everyone, we have set up a reporting system. This allows anyone to report content that breaks our rules, such as fake reviews, misinformation, and unreliable claims.After a report is submitted, our moderation team carefully examines it to take necessary actions. However, we DO NOT remove opinions if the user confirms its validity and it follows our rules.
40,820 received abuse reports globally
57% of reported opinions were confirmed based on rule compliance or user proof.
Keeping the future safe
At Docplanner, we care about our users and strive to be the best partner possible. We recognize that the world is always changing, and our values help us stay on track. We believe in being open and honest with our community to build a better future together.
-
We prioritize building a secure and respectful environment for all users. We protect healthcare professionals' privacy and reputation while empowering patients to express their opinions freely. Through continuous improvement of our standards and guidelines, we strive to create a harmonious environment where both parties can thrive
-
We believe in providing free access to information and enabling patients to share their opinions on our platforms. Millions of users rely on us for truthful and valuable information. We prioritize maintaining high moderation standards and detecting fake opinions to ensure that we publish only credible information.
-
We facilitate seamless communication between healthcare professionals and patients to build a trusted environment. We provide equal assistance to both groups under the same favorable conditions and strive to maintain the highest level of support for them.
Collaborate for Trust
If you see a false opinion or prohibited content, please report it. If you have concerns about any opinion or notice illegal or fake content, let us know. Your feedback is crucial for maintaining trust and credibility.
Trust is the result of turning commitments into actions.
Please check our EU Digital Services Act Transparency Report here