Focus on the quality of medical services in Ukraine and service. DOC.ua updated the ratings of 16,000 Ukrainian doctors
Why and how will it affect the quality of service in the country’s medical industry.
In November, the convenient online medicine service DOC.ua, which has more than 3 million monthly visitors, updated the ratings of 16,000 doctors across the country.
DOC.ua has long become not just a service for accessing medicine online in Ukraine, but also a highly trusted resource for choosing a doctor and medical facilities for hundreds of thousands of patients. For almost 10 years of operation, the service has collected more than 332,000 reviews of real patients about medical facilities and doctors. The formed database of reviews helps anyone to choose the best doctor or institution for their needs.
Key changes in the approach to the formation of doctor ratings took place with a focus on improving the quality and service of providing services in the medical field.
“It has become urgent to review the existing approach to the formation of doctor ratings and to simplify it – for even greater transparency and understanding by both patients and clinics, how doctor ratings are formed on DOS.ua. If previously the doctor’s rating depended on many parameters, for example, including from his experience and length of work, now the main weighty indicator is precisely the ratings of patients. Thus, the updated rating of doctors is formed depending on the quality of the provided medical care and treatment, as well as the service component of the visit to the doctor. The experience of the doctor (category and scientific degree ) remain as additional bonuses to its rating. In addition, we have improved the interface and functionality of writing reviews on the site, simplifying the way of providing feedback for patients,” says Andrii Umanskyi, Chief Product Officer of DOS.ua.
The relevance of such an update on DOS.ua was determined to a large extent by the full-scale war in the country, the change in the working conditions of many medical institutions and doctors. Trends among doctors repeat general social trends in the country. Some of the doctors went abroad and work in foreign medical institutions, providing services to Ukrainian patients now in the format of online consultations at DOS.ua. Someone – changed the city of residence within Ukraine, respectively, changed the clinic in which he works. All this can potentially affect the quality and service provided by the doctor.
“We have updated a tool that is used by hundreds of thousands of patients, and which allows clinics to monitor and influence these changes,” says Umanskyi.
The service also mentions another important new function. Clinics now have the opportunity to interact directly with patients who have left negative feedback on their doctor on the DOC.ua website. The service automatically transmits information to the clinic about reviews rated 1, 2, and 3 stars, providing an opportunity to promptly respond to them and resolve a conflict situation.
Issues resolved by the medical institution regarding negative feedback to the doctor on DOC.ua will now be marked with the “Situation corrected” mark. Such negative reviews, as before, will not be deleted, but will not worsen the doctor’s rating.
This feature was implemented by DOC.ua to help medical institutions positively influence service improvement both in their business and in the medical industry as a whole, and to retain customers from a business perspective.
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DOC.ua is a convenient online medicine service. It unites 4,000 clinics, 16,000 doctors, 6,200 pharmacies, 620 laboratories and 500 diagnostic centers in 21 regions of Ukraine.
The investor of DOC.ua is EFI Group, a Ukrainian investment company that implements system-forming projects in various spheres of the economy. Having built 6 plants and created 5 other enterprises during the last 7 years, the company continues to improve the investment attractiveness of Ukraine in the world. Areas of investment of EFI Group: healthcare and medtech, paper, food and wood processing industry, supply of agricultural products.