Excerpt from Dr. Haig’s article When the Patient is a Googler on TIME.com:
Yes, she was simply researching important aspects of her own health care. Yes, who your surgeon is certainly affects what your surgeon does. But I was unnerved by how she brandished her information, too personal and just too rude on our first meeting.
I knew Susan was a Googler â€” queen, perhaps, of all Googlers. But I couldn’t dance with this one. I couldn’t even get a word in edgewise. So, I cut her off. I punted. I told her there was nothing I could do differently than her last three orthopedists, but I could refer her to another who might be able to help.
I’ve often wondered what goes on in the minds of doctors when the encounter an “expert” patient, someone who knows how to use the search engines to research medical conditions and treatment options. Surely, not all doctors react in the same way as Dr. Haig, but I suspect this outcome is still the rule more than the exception. The informed consumer has already been recongized and adopted into the strategies of most industries, from retailing to banking, but the health care sector and its constituents, especially doctors, are still coming to terms with the impact of the internet on their customers.