In a ruling this week that will cheer up patent trolls, the Supreme Court said patent owners can lie in wait for years before suing. This will allow trolls to sit around while others independently develop and build technology. The troll can then jump out from under the bridge and demand payment for work it had nothing to do with.
The 7-1 decision arrives in a case called SCA Hygiene v. First Quality Baby Products. This case involves a patent on adult diapers but has a much broader reach. The court considered whether the legal doctrine of “laches” applies in patent cases. Laches is a principle that penalizes a rightsholder who “sleeps on their rights” by waiting a long time to file a lawsuit after learning of a possible infringement. It protects those that would be harmed by the assertion of rights after a lengthy delay. For example, laches would work against a patent owner that saw an infringing product emerge yet waited a decade to sue, after significant investment of time and resources had been put into the product.
The ruling in SCA follows a similar decision in Petrella v. MGM holding that laches is not available as a defense in copyright cases. The Supreme Court has generally rejected “patent exceptionalism” and has oftenreversed the Federal Circuit for creating special rules for patent law. So this week’s decision was not especially surprising. In our view, however, there were compelling historical and policy arguments for retaining a laches defense in patent law.
Together with Public Knowledge, EFF filed an amicus brief at the Supreme Court explaining the many ways that companies accused of patent infringement can be harmed if the patent owner sleeps on its rights. For example, evidence relevant to invalidity can disappear. This is especially true for software and Internet-related patents. In his dissent, Justice Breyer cited our brief and explained:
[T]he passage of time may well harm patent defendants who wish to show a patent invalid by raising defenses of anticipation, obviousness, or insufficiency. These kinds of defenses can depend upon contemporaneous evidence that may be lost over time, and they arise far more frequently in patent cases than any of their counterparts do in copyright cases.
The seven justices in the majority suggested that patent defendants might be able to assert “equitable estoppel” instead of laches. But that would likely require showing that the patent owner somehow encouraged the defendant to infringe. In most cases, especially patent troll cases, the defendant has never even heard of the patent or the patent owner before receiving a demand. This means estoppel is unlikely to be much help. Ultimately, today’s ruling is a victory for trolls who would wait in the shadows for years before using an obscure patent to tax those who do the hard work of bringing products and services to market.
Back in 2011, MuckRock user Jason Smathersfiled a FOIA with the CIA for all responses they had sent to requesters containing the term “record systems.” This was a reference to two earlier rejections he had received from the Agency, which cited the inability to perform a search in the system based on the terms Smathers had provided.
Smathers immediately appealed, on grounds that it beggared belief that he had been the only requester to have ever had an exchange with the CIA that contained the words “record system.”
Six years go by, and we hear nothing from the Agency regarding this request. Then, just this week, this letter arrives in the mail.
Which is worse? The casual admittance that they haven’t done anything for over half a decade, or the unfathomable audacity of putting Smathers on deadline? And while two months sounds pretty generous, keep in mind that they’ve been sitting on this for 72 months — a mere 36 times what they’re giving him.
To give this some further context — Smathers’ request was assigned an internal MuckRock tracking number of 238. If you were to file a request today, you’d be given a number in the 31,000s.
To the CIA FOIA officer (not) reading this: There have been children born since this appeal was filed that you could have a conversation with. This is bad, and you should feel bad. Please don’t be bad, be good instead.
As you head home for the holidays, perhaps passing through a checkpoint or two, take some time to think about U.S. Patent No. 6,888,460, “Advertising trays for security screening.” The owner of this patent, SecurityPoint Holdings, Inc., has sued the United States government for infringement. SecurityPoint recently won a trial on validity [PDF] and the case will now proceed to a damages phase. So, unless the validity decision gets overturned on appeal, we’ll soon be paying tax dollars for the idea of moving trays on carts.
Although the title of the patent mentions advertising, some of its claims do not require any ads at all. In fact, the patent is so broad it reads on almost any system of using trays and carts at a checkpoint. The first claim of the patent (with limitations labeled), reads as follows:
1. A method comprising:
[a] positioning a first tray cart containing trays at the proximate end of a scanning device through which objects may be passed, wherein said scanning device comprises a proximate end and a distal end,
[b] removing a tray from said first tray cart,
[c] passing said tray through said scanning device from said proximate end through to said distal end,
[d] providing a second tray cart at said distal end of said scanning device,
[e] receiving said tray passed through said scanning device in said second tray cart, and
[f] moving said second cart to said proximate end of said scanning device so that said trays in said second cart be passed through said scanning device at said proximate end.
In plain English, this claim means: send trays through a checkpoint and use two carts to move the trays back and forth. As is common with patents, the claim uses obtuse language for ordinary things. For example, the word-salad at limitation [f] pretty much just says: “use a cart to move trays from the end of the checkpoint back to the start.”
In a trial before the Court of Federal Claims, the government argued that this claim was obvious because moving trays using carts was well-known in many contexts. The court disagreed. The court suggested that even if using carts to move trays was well-known, the government needed prior art specifically for security checkpoints (arguably the government had such evidence, but the court disagreed on that point too).
In fairness to SecurityPoint, evidence at trial suggested that it had developed a good system for managing trays and carts within the confined space of an airport security checkpoint. But the patent’s claims are far broader than any specific solution. This is something we often see in patent law: someone develops a (fairly narrow) innovation, but then broadly claims it, capturing things that are well-known or banal. This sort of claiming hurts follow-on inventors who develop their own ideas that wouldn’t infringe any narrower claim, and weren’t invented by the patent holder. But because the broader claim is allowed, their own inventions become infringing. Here, claim 1 is not limited to any particular kind of cart, tray, or scanner. The claim really reads on using a couple of carts to move trays and, in our view, should have been found obvious.
Together with Public Knowledge, we recently filed an amicus brief [PDF] asking the Supreme Court to consider the obviousness standard in patent law. We argue that, as applied by the Federal Circuit, obviousness law has abandoned common sense. Specifically, we argue that the Federal Circuit has failed to apply a Supreme Court case called KSR v. Teleflexthat calls for a flexible, common sense approach. We hope the Supreme Court takes that case. If it does, it might help us save some tax dollars that would otherwise have gone to SecurityPoint. Unfortunately, whatever happens, we’ll likely still be stuck waiting at airport checkpoints.
The Onion once ran a piece titled “I invented YouTube back in 2010.” The joke, of course, is that YouTube launched in 2005. This month’s Stupid Patent of the Month is just as ridiculous. US Patent No. 8,856,221, titled ?System and method for storing broadcast content in a cloud-based computing environment,’ claims a mundane process for delivering media content from remote servers. This might have been a somewhat fresh idea in, say the mid-1990s, but the application for this patent was filed in 2011.
The patent suggests using “at least one server” that should have “a memory that stores media content and a processor.” The server then communicates with “a consumer device” that can send messages and receive content. Aside from these prosaic details, the patent makes only a half-hearted effort to distinguish its supposed invention from the massive array of cloud-based media services that already existed when it was filed. For example, the description suggests that existing services were inadequate because customers might pay a flat monthly fee yet make few downloads. The patent recommends tailoring customer cost to the content actually downloaded. But even if that was a new idea in 2011 (and it wasn’t), routine pricing practices should not be patentable.
Overall, the ‘221 patent contains little more than rote recitations of long-existing technologies (“[a] list of media content may be provided to the consumer and displayed on consumer device display, e. g., via a website displayed in a web browser”) and pricing models (“[t]he cost amount may be based on factors such as playback time”). The patent’s claims, which describe the formal boundaries of the invention, merely list steps for using this conventional technology.
In addition to being obvious, the claims of the ‘221 patent are invalid as abstract under the Supreme Court’s decision in Alice v. CLS Bank. Under that case, an idea does not become eligible for a patent simply by being implemented on a conventional computer. In fact, the ‘221 patent goes out of its way to emphasize that “any kind of computing system” is suited to perform the claimed functions. In our view, it would not survive a challenge under Alice.
The ‘221 patent is owned by Rothschild Broadcast Distribution Systems, LLC (“RBDS”). We were unable to find any sign that RBDS engaged in any business other than patent litigation. It is based in, you guessed it, the Eastern District of Texas. Court records show that RBDS has sued about 25 companies, ranging from startups to The Walt Disney Company.
The inventor of the ?221 patent also won the August 2015 Stupid Patent of the Month for a patent on a drink mixer connected to the Internet. That patent, which had claims so broad it arguably covered the entire Internet of Things, is owned by a company called Rothschild Connected Devices Innovations, LLC (“RCDI”). After one of defendants went to the expense of challenging the validity of the drink mixer patent, RCDI dismissed the case without collecting a cent. This is classic troll behavior, forcing defendants to choose between paying the high cost of defense or a license fee that the patent owner does not deserve. We believe that RBDS’s litigation similarly has only nuisance value.
We need broad patent reform (including venue reform) to stop this wasteful patent trolling. We also need reform at the Patent Office so that it doesn’t issue terrible patents like this in the first place. Contact your Senators and tell them to pass patent reform.
Is somebody really claiming to have invented a method for switching from watching one video to watching another?
This question comes from a lawyer at the New York Times, as an aside in an interesting article about the paper’s response to a defamation threat from a presidential candidate. Apparently, that defamation threat distracted the his legal team from their work on another task: responding to a patent troll. Intrigued, we looked into it. The patent troll is called Bartonfalls, LLC and its patent, U.S. Patent No. 7,917,922, is our latest Stupid Patent of the Month.
The patent is titled “Video input switching and signal processing apparatus.” It includes just two pages of text and, as the title suggests, describes an apparatus for switching between channels that come from different inputs (e.g. between cable channels and free-to-air broadcasts). The patent is directed to the equipment found in and around a 1990s television (such as VCRs, cable converters, satellite tuners). It does not even mention the Internet.
This is not how you watch videos on nytimes.com
Even though its patent has nothing whatsoever to do with Internet video, Bartonfalls has sued the New York Times and a dozen other companies that provide online content. In its complaints, it suggests that merely auto-playing a video after another has finished is enough to infringe its patent. In its complaint against the New York Times it claims:
[O]n its website [at this link], NYT practices The Accused Instrumentality of automatically changing from a first TV program (e.g., “Bill Clinton Offers Personal Tales of Hillary”) to an alternate TV program (e.g., “Sanders Delegates Revolt After Roll Call”) at a TV viewer location (e.g., at the location of a user of the accused instrumentality).
This is ridiculous. Even if we assume this perfunctory patent describes a non-obvious invention, its claims are directed to automatically changing “TV channels” at a “TV viewer location.” In the context of the patent’s own description, “TV” clearly means “television,” not “television or computer.”
We need broad patent reform to cut down on abusive troll litigation. For starters, tell your representatives that we need venue reform legislation to stop trolls flocking to the Eastern District of Texas.
Curious about where the agency got that oddly specific number from — and with plenty of time on his hands — Shawn filed a follow-up request for any documentation outlining State’s methodology for estimating FOIA completion dates. This is on August 5th, 2013, and he gets an acknowledgement back August 8th, just three days later.
Don’t get used to that kind of timeliness.
Two months later, he’s given his first ECD for this request — December 2013.
Only a few months of processing, perfectly reasonable for operational manuals that FOIA officers should have easily accessible.
Except apparently not, because come December, he’s given a new ECD — May 2014.
Well, okay, we should cut them some slack — as they said, there are extenuating factors, and if they feel they need another five months, that shouldn’t be too big of a deal, so long as they-
Oh, you’ve got to be kidding.
December 2014. A full year since the initial filing. Alright, not great, but how much longer could it take, really?
Oh, come on! Now you’re just being ridiculous, State — the original ECD for the Thatcher docs was February 2015. How could this be a month harder to process than that? Why not just go ahead and take the rest of the year if you’re feeling swamped.
Wait, no, it was a joke, don’t-
Nooooooo. Why are you doing this? Are you just messing with us?
You are just messing us, aren’t you!
Come on, that’s not even a date!
Alright, that’s better.
Wait, no it’s not, that’s actually much worse — how could you possibly need until June? You finally released the Thatcher docs that started this whole mess in May!
… Are we dead? Is this Hell?
Noooooooooooooo
It’s October 2016. Shawn Musgrave is a sadder and a wiser man. And we are still waiting for the State Department to tell us how long it takes to process its FOIA requests.
Maybe we’ll wait forever. Maybe we’ve always been waiting.
Curious about what criteria the CIA have for determining if they “can neither confirm nor deny” something? So did Jason Smathers, who back in 2010 filed one of MuckRock’s earliest requests for exactly that. Six years later, he still doesn’t know.
Smathers first filed in October 2010 – to the agency’s credit, they only took a mere two months to get back to him.
Which was followed by two and a half years of radio silence. A follow-up in June of 2013 was finally responded to with reassurances that the request was still processing … which apparently served as a reminder to the agency to finally send the rejection letter collecting dust in the corner.
Ultimately, the CIA cites no fewer than three separate exemptions, including what appears to be a “Schrödinger’s b(5),” all for what should be some basic FOIA processing manuals.
But you know what they say – one agency’s basic documentation is another agency’s matter of national security. Not to mention a FOIA requester’s complete waste of time.
Another month, another terrible patent being asserted in the Eastern District of Texas. Solocron Education LLC, a company whose entire “education” business is filing lawsuits, owns U.S. Patent No. 6,263,439, titled “Verification system for non-traditional learning operations.” What kind of “verification system” does Solocron claim to have invented? Passwords.
The patent describes a mundane process for providing education materials through video cassettes, DVDs, or online. Students are sent course materials, take tests, and, if they pass the tests, are allowed to continue on to the next part of the course. At various times, students confirm their identity by entering their biographical details and passwords.
Solocron did not invent distance education, encryption, or passwords. The patent doesn’t describe any new technology, it just applies existing technology in a routine way to education materials. That should not be enough to get a patent. Unfortunately, the Patent Office does not do enough to prevent obvious patents from issuing, which is how we get patents on white-background photography or on filming a Yoga class.
The extraordinary breadth of Solocron’s patent is clearest in its first claim. The claim, with added comments, is below:
1. A process which comprises the steps of:
encoding at least one personal identifier onto a user interface media [i.e. set up an interface requiring a particular user ID];
displaying a prompt on said user interface media for the at least one personal identifier which requires a match of the at least one personal identifier encoded on the user interface media [i.e. ask the user to enter their user ID];
encoding at least one password onto a data storage media [i.e. encrypt or otherwise password-lock a file];
encoding the at least one password from the data storage media onto the user interface media [i.e. set up the user interface so it can check if the password is correct]; and
displaying a prompt on the user interface media for entering the at least one password which requires a match of the at least one password from the data storage media with the at least one password encoded on the user interface media [i.e. require users to enter their passwords into the interface].
Although the claim runs 119 words, it just describes an ordinary system for accessing content via inputting a user ID and password. These kinds of systems for user identification predate the patent by many, many years. The claim is not even limited to education materials but, by its terms, applies to any kind of “data storage media.” The Patent Office should not allow itself to be hoodwinked by overly verbose language that, when read closely, describes an obvious process.
Solocron is asserting its stupid patent aggressively. It has sued dozens of companies, including many new suits filed this year. As with so many patents we have featured in this series, it is suing in the Eastern District of Texas, taking advantage of the court’s patent-owner-friendly rules. We need fundamental patent reform, including venue reform, to stop patents like this from being granted and from being abused in the courts.
How do you store your paper files? Perhaps you leave them scattered on your desk or piled on the floor. If you’re more organized, you might keep them in a cabinet. This month’s stupid patent, US Patent No. 6,690,400 (the ‘400 patent), claims the idea of using “virtual cabinets” to graphically represent data storage and organization. While this is bad, the worse news is that the patent’s owner is suing just about anyone who runs a website.
The ‘400 patent is owned by Global Equity Management (SA) Pty. Ltd. (“GEMSA”) which seems to be a classic patent troll. GEMSA is incorporated in Australia and appears to have no business other than patent litigation. The patent began its life with a company called Flash VOS. This company once offered a product that allowed users to run multiple operating systems on personal computers with x86-compatible processors. The ‘400 patent describes a graphical user interface for this system. The interface allows users to interact with “graphical depictions of cabinets” that represent memory partitions and different operating systems.
GEMSA says that Flash VOS moved the computer industry a “quantum leap forwarded in the late 90’s when it invented Systems Virtualization.” But Flash VOS didn’t invent partitions, didn’t invent virtual machines, and didn’t invent running multiple operating systems on a single computer. All of these concepts predate its patent application, some by decades. In any event, the ‘400 patent claims only a very specific, and in our view, quite mundane user interface.
Importantly, the ‘400 patent’s claims require very specific structures. For example, claim 1 requires “a secondary storage partitions window” and “at least one visible cabinet representing a discrete operating system.” A user interface must have all of these features to infringe the claim.
In the past year, GEMSA has sued dozens of companies, ranging from Airbnb to Zillow. In each case, it makes the bare assertion that the defendant’s website infringes the ‘400 patent. For example, it simply states that “AIRBNB maintains, controls and/or operates a website with a graphical user interface (“GUI”) at www.airbnb.com that infringes one or more claims of the ‘400 patent.”
GEMSA doesn’t explain how Airbnb’s website satisfies highly specific claim limitations like “a virtual cabinet representing a discrete operating system.” In fact, the accused website bears almost no similarity to GEMSA’s supposed invention:
As far as we can tell, GEMSA seems to think that anyone with a website that links to hosted content infringes its patent. Complaints with such sparse, and implausible, infringement allegations should be thrown out immediately for failure to state a claim.
There will be no prizes for guessing where GEMSA has filed its litigation. Every one of its cases was filed in the Eastern District of Texas, where we have long complained that local rules favor patent trolls like GEMSA. Venue reform legislation currently before Congress would stop trolls flocking to the Eastern District of Texas. That might help reduce abusive patent trolling. But we still need broader patent reform to ensure that such weak patents don’t lead to abusive troll litigation.
Burned by negative reviews, some health providers are casting their patients’ privacy aside and sharing intimate details online as they try to rebut criticism.
In the course of these arguments — which have spilled out publicly on ratings sites like Yelp — doctors, dentists, chiropractors and massage therapists, among others, have divulged details of patients’ diagnoses, treatments and idiosyncrasies.
One Washington state dentist turned the tables on a patient who blamed him for the loss of a molar: “Due to your clenching and grinding habit, this is not the first molar tooth you have lost due to a fractured root,” he wrote. “This tooth is no different.”
In California, a chiropractor pushed back against a mother’s claims that he misdiagnosed her daughter with scoliosis. “You brought your daughter in for the exam in early March 2014,” he wrote. “The exam identified one or more of the signs I mentioned above for scoliosis. I absolutely recommended an x-ray to determine if this condition existed; this x-ray was at no additional cost to you.”
And a California dentist scolded a patient who accused him of misdiagnosing her. “I looked very closely at your radiographs and it was obvious that you have cavities and gum disease that your other dentist has overlooked. … You can live in a world of denial and simply believe what you want to hear from your other dentist or make an educated and informed decision.”
Health professionals are adapting to a harsh reality in which consumers rate them on sites like Yelp, Vitals and RateMDs much as they do restaurants, hotels and spas. The vast majority of reviews are positive. But in trying to respond to negative ones, some providers appear to be violating the Health Insurance Portability and Accountability Act, the federal patient privacy law known as HIPAA. The law forbids them from disclosing any patient health information without permission.
Yelp has given ProPublica unprecedented access to its trove of public reviews — more than 1.7 million in all — allowing us to search them by keyword. Using a tool developed by the Department of Computer Science and Engineering at the NYU Polytechnic School of Engineering, we identified more than 3,500 one-star reviews (the lowest) in which patients mention privacy or HIPAA. In dozens of instances, responses to complaints about medical care turned into disputes over patient privacy.
The patients affected say they’ve been doubly injured — first by poor service or care and then by the disclosure of information they considered private.
The shock of exposure can be effective, prompting patients to back off.
“I posted a negative review” on Yelp, a client of a California dentist wrote in 2013. “After that, she posted a response with details that included my personal dental information. ? I removed my review to protect my medical privacy.”
The consumer complained to the Office for Civil Rights within the U.S. Department of Health and Human Services, which enforces HIPAA. The office warned the dentist about posting personal information in response to Yelp reviews. It is currently investigating a New York dentist for divulging personal information about a patient who complained about her care, according to a letter reviewed by ProPublica.
The office couldn’t say how many complaints it has received in this area because it doesn’t track complaints this way. ProPublica has previously reported about the agency’s historic inability to analyze its complaints and identify repeat HIPAA violators.
Deven McGraw, the office’s deputy director of health information privacy, said health professionals responding to online reviews can speak generally about the way they treat patients but must have permission to discuss individual cases. Just because patients have rated their health provider publicly doesn’t give their health provider permission to rate them in return.
“If the complaint is about poor patient care, they can come back and say, ‘I provide all of my patients with good patient care’ and ‘I’ve been reviewed in other contexts and have good reviews,’ ” McGraw said. But they can’t “take those accusations on individually by the patient.”
McGraw pointed to a 2013 case out of California in which a hospital was fined $275,000 for disclosing information about a patient to the media without permission, allegedly in retaliation for the patient complaining to the media about the hospital.
Yelp’s senior director of litigation, Aaron Schur, said most reviews of doctors and dentists aren’t about the actual health care delivered but rather their office wait, the front office staff, billing procedures or bedside manner. Many health providers are careful and appropriate in responding to online reviews, encouraging patients to contact them offline or apologizing for any perceived slights. Some don’t respond at all.
“There’s certainly ways to respond to reviews that don’t implicate HIPAA,” Schur said.
In 2012, University of Utah Health Care in Salt Lake City was the first hospital system in the country to post patient reviews and comments online. The system, which had to overcome doctors’ resistance to being rated, found positive comments far outnumbered negative ones.
“If you whitewash comments, if you only put those that are highly positive, the public is very savvy and will consider that to be only advertising,” said Thomas Miller, chief medical officer for the University of Utah Hospitals and Clinics.
Unlike Yelp, the University of Utah does not allow comments about a doctor’s medical competency, and it does not allow physicians to respond to comments.
In discussing their battles over online reviews, patients said they’d turned to ratings sites for closure and in the hope that their experiences would help others seeking care. Their providers’ responses, however, left them with a lingering sense of lost trust.
Angela Grijalva brought her then 12-year-old daughter to Maximize Chiropractic in Sacramento, Calif., a couple years ago for an exam. In a one-star review on Yelp, Grijalva alleged that chiropractor Tim Nicholl led her daughter to “believe she had scoliosis and urgently needed x-rays, which could be performed at her next appointment. ? My daughter cried all night and had a tough time concentrating at school.”
But it turned out her daughter did not have scoliosis, Grijalva wrote. She encouraged parents to stay away from the office.
Nicholl replied on Yelp, acknowledging that Grijalva’s daughter was a patient (a disclosure that is not allowed under HIPAA) and discussing the procedures he performed on her and her condition, though he said he could not disclose specifics of the diagnosis “due to privacy and patient confidentiality.”
“The next day you brought your daughter back in for a verbal review of the x-rays and I informed you that the x-rays had identified some issues, but the good news was that your daughter did not have scoliosis, great news!” he recounted. “I proceeded to adjust your daughter and the adjustment went very well, as did the entire appointment; you made no mention of a ‘misdiagnosis’ or any other concern.”
In an interview, Grijalva said Nicholl’s response “violated my daughter and her privacy.”
“I wouldn’t want another parent, another child to go through what my daughter went through: the panic, the stress, the fear,” she added.
Nicholl declined a request for comment. “It just doesn’t seem like this is worth my time,” he said. His practice has mixed reviews on Yelp, but more positive than negative.
A few years ago, Marisa Speed posted a review of North Valley Plastic Surgery in Phoenix after her then?3-year-old son received stitches there for a gash on his chin. “Half-way through the procedure, the doctor seemed flustered with my crying child. …,” she wrote. “At this point the doctor was more upset and he ended up throwing the instruments to the floor. I understand that dealing with kids requires extra effort, but if you don’t like to do it, don’t even welcome them.”
An employee named Chase replied on the business’s behalf: “This patient presented in an agitated and uncontrollable state. Despite our best efforts, this patient was screaming, crying, inconsolable, and a danger to both himself and to our staff. As any parent that has raised a young boy knows, they have the strength to cause harm.”
Speed and her husband complained to the Office for Civil Rights. “You may wish to remove any specific information about current or former patients from your Web-blog,” the Office for Civil Rights wrote in an October 2013 letter to the surgery center.
In an email, a representative of the surgery center declined to comment. “Everyone that was directly involved in the incident no longer works here. The nurse on this case left a year ago, the surgeon in the case retired last month, and the administrator left a few years ago,” he wrote.
Reviews of North Valley Plastic Surgery are mixed on Yelp.
Health providers have tried a host of ways to try to combat negative reviews. Some have sued their patients, attracting a torrent of attention but scoring few, if any, legal successes. Others have begged patients to remove their complaints.
Jeffrey Segal, a one-time critic of review sites, now says doctors need to embrace them. Beginning in 2007, Segal’s company, Medical Justice, crafted contracts that health providers could give to patients asking them to sign over the copyright to any reviews, which allowed providers to demand that negative ones be removed. But after a lawsuit, Medical Justice stopped recommending the contracts in 2011.
Segal said he has come to believe reviews are valuable and that providers should encourage patients who are satisfied to post positive reviews and should respond — carefully — to negative ones.
“For doctors who get bent out of shape to get rid of negative reviews, it’s a denominator problem,” he said. “If they only have three reviews and two are negative, the denominator is the problem. … If you can figure out a way to cultivate reviews from hundreds of patients rather than a few patients, the problem is solved.”
ProPublica is a Pulitzer Prize-winning investigative newsroom. Sign up for their newsletter. Reposted from ProPublica via its CC-BY-NC-ND license.