Providers, are you informed on Whitecoat Best Practices?

Thursday, 28 June 2018


Whitecoat Best Practices 

In response to recent enquiries about Whitecoat’s reviews and the conduct of Health Engine, we would like to assure you that we uphold best practice to keep any customer data safe; as well as providing you with the most honest and transparent reviews to make fair and informed choices when selecting Healthcare Providers and services.

Please read below if you have any concerns about your privacy and data.

Who owns Whitecoat?

Whitecoat was originally owned by nib. Since 2016, there have been four shareholders, including three health funds and a private company with no ties to the health sector. Whitecoat is managed independently of the funds and has an independent Chairperson. All shareholders share the goal of making healthcare more transparent for consumers. By letting people know about their choices, pricing and rehabilitation options, Whitecoat believes it will help Australians make the best healthcare choices possible for them and their families.


Does Whitecoat edit reviews?

Written reviews published on Whitecoat are unedited and posted in full. Prior to publication, all written reviews that are submitted by customers are reviewed by our Whitecoat team against our Moderation Guidelines to prevent any sensitive, offensive or defamatory written reviews from being posted. If a section of a review is deemed inappropriate, the entire written review will not be published at all, only the star rating. 

There is no editing involved in our publishing process, instead it is strictly a cull or keep system. Healthcare Providers are also able to respond to reviews by patients on their profiles, and these responses are visible to all users.

To ensure the entire system is regulated appropriately and fairly, we also frequently consult with a range of industry bodies and stakeholders, including the Australian Health Practitioner Regulation Agency (AHPRA) and the Australian Competition and Consumer Commission (ACCC), to seek their guidance around customer reviews.

If you would like to read more, access the Moderation Guidelines here

Does Whitecoat hold customer data?

Whitecoat does not hold any patient data.

An end user may be invited to do a review based on a visit to a Healthcare professional.

If the user completes the survey & opts into marketing, Whitecoat receives a mobile number or email address and postcode. Whitecoat does not pass this data onto any third parties.

The review comments are anonymous & assist other patients when deciding on a Healthcare Practitioner.

For further information on the above and information regarding automatic data collection, cookies and third party booking services, please click here: 

Does Whitecoat compare Health Provider costs? 

No. Cost comparisons have not been published on the Whitecoat website or app since 2012. Whitecoat uses a search algorithm to rank Healthcare Providers most suited to individual customers. This is based on location, suburb and free text search. The rankings criteria is published and designed to help those providers who want to be on Whitecoat.

Health Providers can improve their search ranking by doing the following:

  • Making sure their profile is up to date
  • Patients are more likely to book with providers that have profile photos, so making sure providers upload a recent profile photo
  • Include opening & closing hours
  • Activate online appointments

More information can be found on our website here:

Sourced from Whitecoat
28 Jun 2018

Sourced from

28 Jun 2018

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