If hospitals aim to improve the state of health of patients, HAS also wishes to improve their experience thanks to artificial intelligence (AI).
In 2016, the High Authority for Health (HAS) has set up thee-Satis. This is an optional questionnaire for patients who have just been discharged from a hospital or clinic. Approximately fifteen days after their release from the establishment, these people receive a link leading to a series of 63 questions. At the end, the participants can leave a comment (verbatim). Recently, the HAS decided toanalyze these verbatims using an AI in order to value the contribution of many patients.
A first qualitative analysis of the verbatims
HAS carried out an exploratory analysis verbatims, in 2021-2022, thanks to artificial intelligence (AI). It is the first nationally. She mainly helped in identifying the themes that most often preoccupy patients. A national report on the results was published in October 2022.
The work dealt with an impressive volume of comments (numbering 2,457,823). What is normal since the persons in charge gathered the verbatims issued by the patients between 2016 and 2020. More specifically, the data comes from the e-Satis Ambulatory Surgery and e-Satis +48h Obstetric Surgery Medicine surveys.
For this analysis, the data is first passed through a automatic language processing (TAL), then a textual analysis. The first stage made it possible to determine the main themes addressed by the patients. The following aims to define and fine-tune the themes detected by the TAL.
The results show that hospitalized people are concerned essentially the quality of human relations. Then, the three other themes that come up the most are:
– A fluid, coordinated and reassuring treatment process;
– A professionalism reflected in the quality of the information communicated and the human contact;
– A more personalized hotel quality that is better suited to the needs of the patient.
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Qualitative analysis thanks to artificial intelligence (AI)
The question sheet e-Satis aims to provide a better experience in health institution. In concrete terms, e-Satis serves to evaluate the patient experience during the different stages. In addition to the care pathways, these also concern reception, listening and pain management, the comfort of the room, the menus offered and the organization of the outing.
So far, these data have been quantitatively analyzed on an annual basis. In fact, the work concerns only the answers to closed questions. In other words, verbatims were not processed.
With this recent study, we realize the importance of the hospital experience for patients. Furthermore, this qualitative analysis likewise demonstrates the value of comments in identification of priority improvements.
Consequently, the HAS intends to continue processing the opinions shared by patients. To do this, it has already started the development ofa tool allowing in-depth treatment of verbatims. This tool should be made available to health facilities by 2024.
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When AI improves hospital patient satisfaction
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