Monday, June 11, 2018
HealthEngine Comes Out Of The Bunker And Apologises Unreservedly.
This appeared a little while ago:
The chief executive of HealthEngine, the online GP booking business at the centre of a review-tampering controversy, has apologised for the company's actions and announced a sweeping review of its "aspirational review system".
Fairfax Media revealed exclusively on Sunday that 53 per cent of the 47,900 "positive" patient reviews on HealthEngine had been edited in some way, with many turned from tepid or negative to "positive customer feedback".
Initially, HealthEngine's head, Marcus Tan, defended the company's review policies, saying it published only positive reviews because it wanted to celebrate high-performing GP practices.
But in a letter published on HealthEngine's home page on Monday, Dr Tan, himself a GP, said the company did not mean to mislead readers and had realised it could do things better.
"User trust is paramount to us at HealthEngine and we are conducting an internal and external review of the HealthEngine Practice Recognition System to ensure clarity, compliance and best practice regarding the way in which we review and publish patient comments," he wrote.
"We have removed all customer feedback from our site until further notice pending the results of our review."
In a separate comment on social media, he said he recognised the way that the review moderators worked had caused some "unintended confusion" and "unreservedly apologised" for this.
HealthEngine said previously it did not publish negative comments because it ran an "aspirational" review system and it edited out identifying details and clinical information to comply with laws and Australian Health Practitioner Regulation Agency's (AHPRA) guidelines.
After scrutinising both the original reviews and edited versions, Fairfax Media found numerous examples where relevant but negative points had been deleted to the point at which what was published no longer reflected the patients' opinions.
Lots more here:
Looks like they are sensibly in full crisis response mode – driven by the commercial partners no doubt.
Now we just await the scale of the damage to become clear.
Posted by Dr David G More MB PhD at Monday, June 11, 2018