Why patients still turn to Google: cross-national comparison of physician review use and its implications for quality disclosure in Taiwan

BACKGROUND: Despite widespread efforts to disclose provider performance through official report cards and physician-rating websites (PRWs), patient reliance on these platforms remains limited in some countries. This study compared the awareness, usage, and impact of PRWs and other online review platforms on patient decision-making in Taiwan with patterns in Western countries. METHODS: We conducted a nationally representative telephone survey of 1250 Taiwanese adults aged 20 and over using computer-assisted telephone interview (CATI) to ensure national representativeness. Awareness, actual use, decision-making based on reviews, and feedback behavior were assessed across report cards, PRWs, and informal platforms (Google and social media). We compared Taiwan's national survey results with data extracted from a structured literature review of 15 cross-sectional studies from six countries. RESULTS: Taiwan had the lowest PRW use (10%) and report card awareness (10%) among the countries compared. However, 47% of respondents used Google searches or social media to evaluate physicians, and 27% reported making healthcare decisions based on these reviews. CONCLUSION: Awareness and use of PRWs and report cards in Taiwan remain low compared with Western countries, while many patients rely on social media or Google, underscoring the importance of developing integrated platforms that combine reviews with clinical quality measures.