Feedback Modernization & Fraud Detection policy


Medikoe Feedback Moderation and Fraud Detection Policy

Scope

This Policy document intends to explain the Feedback Moderation and Fraud Detection system deployed in Medikoe.

Feedback Moderation

1. Intent

An online healthcare ecosystem of Medikoe’s magnitude usually sees a large number of Patients giving Feedback about their Appointment experience on a daily basis. Given the volume of Feedback entering the Medikoe’s Feedback Collection System, we consider it very important to make sure only the helpful and authentic feedback reach out to the patients who visit Medikoe.com and assist them in their patient experience.

2. Helpful and authentic Feedback

A helpful and authentic Feedback is one that complies with Medikoe Feedback Standards and other information points probed by Medikoe Feedback Collection System, and more importantly, is submitted by an authentic user.

Some of the Feedback we do not entertain on Medikoe are:

  1. Feedback that is 4 worded or less – we have observed that they don’t help patients looking for insightful patient experiences
  2. Feedback that tends to have ulterior motives like advertising, spam, abuse, etc.

3. Moderation team

We have a team of moderators that examine questionable feedback. We also use automated tools on the site that help flag questionable content for review and we are working on enabling our large community of users keep an eye out as well.

Moderation team would be responsible for screening the Feedback posted by Patients abiding by Medikoe Feedback Standards.

Each Feedback is evaluated as a whole while moderating – e.g. A feedback that happens to start with relevant information and ends up with statements that do not comply with Medikoe Feedback Standards would not be published. A moderator can take the following generic stances on any incoming Feedback:

  1. Publish
  2. Withhold for investigation
  3. Decline to publish

4. Moderation Rate

The majority of Feedback is posted within 48 hours of submission. If a Feedback is flagged for a closer look by our moderators, it may take longer, especially during our busiest days. We try to base every decision we make on what our members will find helpful and relevant. At times, feedback under investigation may take several weeks to process.

5. Positive and negative Feedback

As long as feedback meets our guidelines, we are happy to post it whether it’s positive or negative. The majority of our feedback would indeed be positive, and we do not influence or change the content.

Fraud Detection

Misusing or manipulating Feedback systems for personal benefit is the last thing Medikoe would want to entertain on the Medikoe Feedback System. Medikoe has come up with its own standards and processes to detect Fraud and deal with them in the appropriate manner.

Fraud as defined by Medikoe

The following actions may be considered fraudulent:

1. Attempts by a Doctor or Clinic or Healthcare Service provider to boost his/her/its own reputation by:

  • Writing feedback for his/her own practice
  • Asking friends or relatives to write positive feedback
  • Submitting feedback on behalf of a Patient
  • Copying comment cards and submitting them as feedback
  • Pressuring Medikoe or a Patient to remove a negative feedback
  • Offering incentives such as discounts, upgrades, or any special treatment in exchange for feedback
  • Hiring an optimization company, third party marketing organization, or anyone to submit false feedback

2. Attempts by a Doctor to damage his/her competitors by submitting negative feedback.

Bottom line: Any attempt to mislead, influence or impersonate a Patient is considered fraudulent and will be subject to penalty.

Detecting fraud

Unfortunately we are unable to disclose the specifics of our Fraud Detection System. But we can tell you that we dedicate significant time and resources ensuring that the content on Medikoe reflects quality feedback by authentic Patients. We have quality assurance specialists who have brought a wide range of professional experience to enhance our prevention methods and our team spends thousands of hours every year ensuring the integrity of Feedback on Medikoe. We also use automated tools that help flag questionable content for review, and very soon we will enable our large and passionate community of users to keep an eye out as well.

Repercussions of being fraudulent

If we determine that there is fraudulent Feedback submitted for a Doctor/Clinic , there could be several consequences:

  • A fraudulent heath-care entity might not be the right choice for a Patient. So a Doctor/Clinic may drop by several points in the Medikoe index.
  • We are working on putting up a penalty notice, explaining that the feedback about Doctor/Clinic is suspicious, and this may appear on the listing page.

Legal side of fraudulent reviews

In addition to being a violation of our terms of service and an unethical practice, fraudulent reviews is also a violation of the law in many jurisdictions. It is also illegal to post fake reviews in several countries especially in the European Union.


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