Consumer Advocates Critique Doctolib and Jameda for Poor User Experience

In recent evaluations, consumer advocates have raised concerns regarding the usability of online appointment booking platforms, Doctolib and Jameda, which are popular among patients seeking to schedule medical consultations. According to a study conducted by the Federal Association of Consumer Organizations (vzbv), patients frequently encounter significant obstacles when attempting to book appointments through these services.

The analysis revealed numerous deficiencies in the user experience, including inadequate filtering options, the listing of unavailable or ultimately chargeable appointments, and a lack of alternative booking methods beyond online interfaces.

The vzbv's market survey assessed 80 search results from both platforms and found that nearly 20% of the listed practices had no available appointments. Although some slots appeared to be bookable at first glance, less than half were actually suitable for patients--often due to restrictions on accepting new patients or mismatched appointment types. Additionally, many appointments were categorized as private or self-pay, despite users indicating a preference for filtering out such options.

A representative survey conducted on behalf of the vzbv indicated that 38% of respondents had booked a medical appointment online within the past year. However, over half reported that they were unable to arrange appointments via phone with their chosen practices. Moreover, more than 40% of users expressed dissatisfaction with their experiences on these platforms, citing issues such as the unavailability of suitable or timely appointments and failures in the booking process.

Thomas Moormann, head of the Health and Care Team at vzbv, emphasized that access to medical care should not hinge on whether patients are willing to share sensitive health information with commercial service providers. He urged the new federal government to mandate that medical practices offer alternative appointment booking options, particularly via telephone.

Moormann highlighted the problematic nature of relying solely on commercial portals for appointment scheduling. Criticism of these services has intensified, particularly following Doctolib's recent announcement regarding the use of patient data for training AI models. Moormann asserted that access to healthcare should remain free of commercial interests, and he called on the government to establish minimum standards for appointment portals.

In line with this, vzbv advocates for an enhancement of the appointment services provided by statutory health insurance associations to reduce dependency on commercial platforms. Furthermore, the booking of medical appointments should not be contingent upon the mandatory creation of a user account. It is also essential that self-pay and private consultation options are clearly marked and made visible to insured patients only upon request.

The market check conducted in February 2025 involved analyzing 80 search results from twelve search queries on Doctolib and Jameda, focusing on the experiences of newly insured patients in Berlin and Hamburg. The survey included responses from 1,000 internet users aged 16 and above.