Application of natural language processing in the analysis of patient satisfaction

Abstract

To assess patients’ satisfaction with healthcare services - within the framework of the implemented quality management system - we typically use a questionnaire-based method. In this assessment process, the main challenge is not the identification of areas for improvement as perceived by patients, but rather the uncovering of the underlying problems or root causes, as well as the development of adequate solutions that are optimal from both economic and medical-professional perspectives.

The key question of this study is whether artificial intelligence can be applied in a relevant way within the patient satisfaction assessment process, and what methodologically sound prompts should be formulated for the AI in order to effectively support root cause analysis of the areas requiring improvement and the development of corresponding solutions.