Using Technology to Improve Patient Experience | Binary Fountain

September 30, 2019

Using Technology to Improve Patient Experience

By: Kayla Zamary

Improving Patient Experience

Healthcare providers rely on patient feedback in order to address common concerns, adjust operations accordingly and improve the patient experience as a whole. In this era of rampant information, there is no shortage of this kind of data. Patients are discussing the good, bad and ugly parts of their healthcare experiences over social media sites, review platforms, surveys and more. While this abundance of feedback is a boon for healthcare providers, it also poses a problem: there is simply too much data to efficiently store, analyze and synthesize in meaningful ways.

These data problems translate to other types of health information, too, such as prognosis and record-keeping. Providers must sort through data on each patient and analyze it to help determine diagnoses and treatment solutions. Lacking an efficient means for handling all of this data also impacts patient satisfaction, as manual processes may increase wait times and limit the number of patients a provider can accommodate. So, what can be done? How can healthcare providers efficiently manage healthcare data analytics and do so in a way that improves patient experience?

The answer is technology; more specifically, automation and artificial intelligence. Here we will explore in greater detail how healthcare providers can use technology to manage all their data and improve the patient experience.

Automate Patient Survey Intelligence

Patient satisfaction surveys remain one of the best ways for you to gain insight into every aspect of your organization, from wait times to physician thoroughness. These surveys are designed to measure patient experience on a rated scale in order to simplify analysis. However, with so many patients in your network, you might still struggle to gather and interpret all of this survey data.

By automating survey intelligence, computer algorithms can collect, read, analyze and report survey data with incredible speed and efficiency, saving an organization crucial resources. Best of all, Binary Fountain’s innovative Star Rating solution converts internal survey data into ratings and reviews that can be published on your website. This helps you build trust with current and potential patients, which is vital in implementing a successful consumer engagement plan. Just as importantly, star ratings give you a clearer view of what your patients think of you, as well as how your organization’s patient experience stacks up against the competition.

Use Algorithms and Data Analytics to Guide Patient Experience

Automated algorithms are useful in analyzing other forms of healthcare data, too, such as prognosis and patient medical history information. Sorting through patient info manually is limiting and prone to human error. As a result, you run the risk of delivering an incorrect or late diagnosis. Algorithms and data analytics can help address nuances and predict outcomes that escape human awareness so you can diagnose problems earlier and with greater accuracy, improving the lives of your patients.

Analyze Sentiment with Natural Language Processing (NLP)

Both surveys and reviews may contain longer chains of text that, in the past, could only be interpreted by a human being. Today, however, strides in artificial intelligence have made it possible for computer programs to read, interpret and summarize long-form, unstructured feedback. This technology is known as Natural Language Processing (NLP). NLP can target and analyze keywords and phrases from social media, online review sites and post-care surveys, uncovering key phrases and insights that speak to your organization’s strengths and weaknesses. The algorithm can then report on areas that need attention so you can spend more time finding ways to improve patient experience and less time manually reading long reviews and scouring for useful data.

Root Cause Analysis

As you uncover patient concerns and insights, there may still be uncertainty regarding the underlying causes of certain issues. This is where Root Cause Analysis (RCA) comes in handy. RCA tools can help you diagnose the origin of organizational problems, and highlight strengths, too. For instance, if a hospital receives negative patient experience scores, RCA software can read through comments to determine specific issues, such as bedside manner, rude staff or difficulties setting up an appointment. In this way, RCA tools are often linked to NLP features, since deep text analysis is involved. By uncovering the root causes of your company’s problems, you can more effectively implement lasting changes that will improve patient experience and boost your reputation.

Benefits of Tech in Health Data Management

These emerging technologies of automation and artificial intelligence are helping healthcare organizations everywhere identify key patterns, discover exciting breakthroughs, increase patient satisfaction and reduce employee burden. On top of all that, healthcare data analytics also help organizations devise patient engagement strategies both online and offline that ultimately increase brand loyalty and helps providers maintain their reputation. Human touch is required to improve the life of each individual patient, but technology is paving the way for better patient experience and health outcomes in the broader sense.

Are you interested in using Binary Fountain’s tools to improve your organization’s patient experience? Schedule a demo with us today to learn more.

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About the Author

Kayla Zamary
Marketing Manager

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