Rating system

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The option to review is open for all providers listed on the Platform. The fact that a provider is listed with the free basic profile or has subscribed a Meopin payment plan shall not impact that option at all.

In case a Healthcare Provider is not listed on the Platform and a Patient would like to issue a review, the Patient may create a profile of the said Provider.

The Patient has to login to his account at Meopin. In case he / she has no such account, he / she is required to register with Meopin.

 

Anonymous ratings

Meopin will not disclose the reviewer’s identity on the Platform.

As a review requires to login to a Meopin account, Meopin is able to trace the identity of the review author.

Meopin will levy anonymity only on request by a court or prosecution office.

 

Rating form

Rating forms are specific to each category of Healthcare Providers.

Generally speaking, they are structured into different sections:

 

Introduction.

The User indicates the title of the review (text field) and fills in a feedback field (text field, limited to 500 characters).

The system is that of a 5 star system. 1 star is “poor”, 2 stars mean “fair”, 3 stars are “average”, 4 stars are “good”, and a 5 stars rating is “excellent”.

There is a numeric field to insert the date of the visit of the provider or the purchase of the device / medicine. If the date inserted by the user is more than 2 years old, the user receives a message on screen that this review may not be published as it does not fulfil Meopin’s review criteria (as all reviews must relate to a visit or purchase made maximum two years ago).

 

Provider.

In this section, there are, generally speaking, 5 different questions. All questions must be answered. If ticking one, two, three, four or five stars, the user receives an indication of the score. For example, if he ticks only one star, he gets a message “ Poor” in a colour corresponding to the score.

From the scores encoded in the questions, Meopin calculates the “score for the provider”.

The section closes with the possibility for the user to leave a “message to the provider on his / her rating”. This free-text field is limited to 200 characters.

 

Team.

In this section, there are, generally speaking, 5 different questions. All questions must be answered. If ticking one, two, three, four or five stars, the user receives an indication of the score.

From the scores encoded in the questions, Meopin calculates the “score for the team”.

The section closes with the possibility for the user to leave a “message to the provider on his / her team”. This free-text field is limited to 200 characters.

 

Accessibility & Equipment.

In this section, there are, generally speaking, 5 different questions. All questions must be answered. But for any of these questions, there is a possibility to tick “no information” if the user does not want to answer of if the question is not relevant. If ticking one, two, three, four or five stars, the user receives an indication of the score.

From the scores encoded in the questions, Meopin calculates the “score for the provider”.

The section closes with the possibility for the user to leave a “message to the provider on accessibility and equipment”. This free-text field is limited to 200 characters.

Overall score. On the basis of the 3 section scores, as indicated here before, Meopin calculates the “overall score for the provider and his / her practice”.

 

 

Additional voluntary information.

There are different elements in here.

Gender. There is the choice between “man” and “woman”.

Age. There is the choice between “<25 years”, “25-40 years”, “40-55 years” and “>55 years”.

There is a box to be ticked if the user agrees that other interested patients / users can ask him questions about this review or the provider in case. The user stays anonymous, but all communications will flow through Meopin’s Platform.

There is choice between “yes” or “no” if the user would recommend this provider (or product or medicine) in general.

Submit review. In the closing section, the user declares to have been treated by this provider, that his rating corresponds to his personal experience, that he is not in any personal or business relationship with this provider. He also formally agrees that his review and rating is governed by, and respects, Meopin’s GTC which he expressly and formally accepts.

 

Ranking of Providers

The ranking score of a Provider will be calculated by taking into consideration the average score of all individual ratings, the number of reviews, the number of 1, 2, 3, 4 and 5 stars, and the recency of the reviews.

 

Guidelines for reviewing Providers

By writing a useful review, patients contribute to a better transparency in the healthcare sector. This will help other patients who are looking for a suitable healthcare provider.

Meopin has published guidelines for reviewing Providers. View these guidelines here.

By sweeping over the “information” icon displayed in front of each question on the rating form, the User gets information about the sense of the question and description of what could be considered for reviewing.

 

After submission of a review

The User who has submitted a review on Meopin will receive an email by Meopin confirming that the review has been submitted and that he will be informed once the review has been published online.

A Patient may edit in the Patient Dashboard a previous review and amend it.

Meopin may initiative checks if there are doubts on the authenticity of the reviewer, or on the fulfilment of all conditions for a valid review.

In case the two-step checks here above do result in a hit, the review is not published online on the Platform.

 

Publication of the review

Meopin will inform the User of the publication of the review, or of the reasons why a review will not be published.

Meopin may decide to publish the review in part only.

 

Reply to a review

A Provider may reply to a review posted by a Patient.

In case all conditions therefore are fulfilled, Meopin will publish the reply together with the review.

Meopin may decide to refuse to publish the reply, or to publish it only in part.

 

Dispute of a review

A Healthcare Provider shall have the right to dispute a review should he disagree with the Patient’s opinion or considers that he is prejud

iced by its content.

The disputed review will be unpublished, for the duration of the quality control.

Meopin shall send to the Patient by email the text of the dispute posted by the Healthcare Provider. Meopin invites the Patient to detail the review and to confirm it with a possible written proof (a receipt, a transfer, an appointment confirmation, from where it results that the Healthcare Provider was visited by the Patient).

If the Patient does not react to this notification within the deadline indicated by Meopin, Meopin will definitely delete the review, and will duly inform the Healthcare Provider of such deletion.

In case the Patient has provided the relevant documentation (i.e. the proof of appointment), Meopin will send this documentation to the Healthcare Provider. Meopin makes sure that only anonym documentation is transmitted (that means, that all relevant private elements, such as name, birthday, insurance number, address) are blacked, so that the Patient’s identity is not disclosed to the provider. Meopin will request the provider’s position on these documents.

After receiving the Provider’s position, Meopin will analyse the review and, among other elements, will check whether it is an opinion (legally protected by the freedom of expression) or a factual description (which must be able to be proved), or a mix of both.

If the Healthcare Provider does not react within the deadline required by Meopin, the review will be republished.

If the Healthcare Provider does react, and depending on the results of the analysis, Meopin will decide if the review will be published again, entirely or partially, or will be deleted. Meopin will inform the Healthcare Provider and the Patient about its decision.

In order to ground the decision to publish or not, Meopin will check whether the assessment is an expression of opinion or a factual claim. Statements of opinion are legally protected, but factual assertions must be demonstrable.

 

Blackmail

A Healthcare Provider may notify Meopin that he has been the victim of blackmail (in the sense of extortion, by violence or threats, of the delivery of any document in writing, act or discharge, in relation to an existing or a potential review on the Meopin Platform.

The provider is invited to disclose any circumstances of this blackmail and the author of the crime.

Meopin will check if the presumed author is a registered User of the Platform, check again the reviews made by this User and take any legal action, if necessary, to disclose this blackmail crime to the Public Prosecution Office. Anyway, Meopin will decide upon to close or not the concerned User’s account and take down the results of any activity done by the concerned User on the Platform.

 

No substitute to a legal rating system

There is currently no legal rating system for healthcare providers. Meopin cannot be considered as a substitute to such a legal system.

Meopin shall, as well, not be considered as violating prerogatives of competent authorities which consist in ensuring that medical providers comply with deontological codes and legal provisions on the exercise of medical activities, and assessing the quality of services provided by such professionnals