Résumé
Little is known about the value created of these disruptive innovative platforms promoting "healthcare transparency" for hospitals that we could call the "Tripadvisors" of Healthcare. Through qualitative interviews with the CEO of one of the patient feedback platform and the content analysis of negative comments of one hospital, our research shows how patients feedback platforms are a passive source of information to outside-in to improve and innovate the care experience of patients. We thus argue that patient feedback platforms are an understudied free outside-in opportunity for hospitals.