AI Enhances Hospital Care: Analyzing Patient Emotions for Better Experiences
Healthscope is pioneering a groundbreaking approach to improving patient experiences through the quantification of patient emotions, potentially marking a world-first achievement in the private hospital sector. The company recognizes the importance of moving beyond traditional medical data to understand patients on a more emotional level, ultimately enhancing their overall experiences.
Partnering with Adoreboard, a tech company from Queen's
University in the UK, Healthscope has employed artificial intelligence (AI) to
analyze and interpret patient feedback. This AI technology autonomously
assesses the emotional content of patient comments and links it to relevant
themes, such as food quality and meal experiences. Furthermore, the platform
predicts the potential improvements in patient perceptions of care.
Over a three-year period, Healthscope's innovative approach
has yielded impressive results, with individual hospitals potentially seeing up
to a 13.9% enhancement in operational metrics related to patient perception of
care. The technology is now implemented across all 38 Healthscope hospitals in
Australia as part of their efforts to improve patient experiences.
This innovative initiative, presented at 'The Customer Show'
in Sydney, exemplifies best practices that other industries, particularly
healthcare providers, can learn from. It eliminates the laborious task of
manually reviewing patient comments and provides valuable insights into patient
emotions, such as joy and trust, ultimately enabling more patient-centered
care.
Adoreboard, recognized as a Gartner Cool Vendor in Customer
Analytics using Artificial Intelligence, is known for helping some of the
world's most prominent brands, including Procter and Gamble, Allstate, and
Amazon, improve customer satisfaction through emotion analytics.
Damien Lloyd, National Director Clinical Governance at
Healthscope, emphasizes the importance of understanding patient emotions in
fostering patient-centered care, and Adoreboard's application of AI has
significantly impacted both the business and clinical staff positively.
In summary, Healthscope's innovative partnership with
Adoreboard and the use of AI technology is transforming the patient experience
by quantifying and addressing patient emotions, improving patient perceptions,
and ultimately delivering more patient-centered care in the healthcare
industry.
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