Summary
This document is a case study that outlines the approach taken by a five-campus health system to enhance patient experience through effective feedback mechanisms. The health system faced challenges in identifying specific areas for improvement in patient care. They sought assistance from NRC Health, which implemented a patient-survey system aimed at reaching all patients within 48 hours of their care episodes. This system utilized various delivery methods, including email and SMS, to capture real-time patient impressions. The surveys included open-ended questions, allowing patients to express their concerns beyond simple ratings. An AI-based Natural Language Processing (NLP) technology was employed to analyze these comments, categorizing them by sentiment and service area. As a result, the health system was able to identify miscommunication issues, prioritize resource allocation, and improve overall patient satisfaction by 9.9%. The case study illustrates the effectiveness of utilizing advanced feedback tools to drive experiential improvements in healthcare settings.
