Healthcare transparency through patient experiences: International rating and review platforms experience similar challenges

International healthcare rating and review platforms aim to make healthcare more transparent and patient-centred, despite differences in their focus and structure. This is shown by a study conducted by Nivel, which explored fourteen healthcare rating and review platforms across OECD countries to understand how they operate, how they ensure the reliability of information, and what lessons can be learned for the future of the Dutch platform ZorgkaartNederland and for other platforms. Transparency is increasingly seen as a core principle of high-quality healthcare. Making information about healthcare performance, patient experiences, and outcomes publicly available can improve accountability, strengthen trust, and help patients make well-informed decisions.

Platform focus varies

Some platforms focus mainly on helping patients choose individual healthcare professionals, while others emphasise sharing patient experiences and encouraging learning within healthcare organisations. Platforms such as CareOpinion, a UK-based platform, place a strong focus on dialogue between patients and providers and show action has been taken in response to patient feedback. 

Reliability and trust remain challenges 

Future platforms should foster closer collaboration between patients and providers, reduce resistance among professionals, and strike a balance between openness and trust. A major challenge for all rating and review platforms is reliability. Most platforms use verification, moderation, and editorial review to ensure that feedback is fair and trustworthy. However, healthcare professionals may still be hesitant to participate, especially when reviews are published at individual level.

Choice is the foundation for innovation and improvement. Patient choice is important in a system that we want to keep improving and in which we want to value the view of the patient

Expert interviewed in the study

Want to know more?

Read the main findings of the study in the full report.

About the study

This study was conducted by Nivel on behalf of the Dutch National Health Care Institute. It is based on desk research and consultations with owners of rating and review platforms, as well as with experts.