AI如何帮助医疗领导者将患者体验数据转化为行动
How AI is Helping Healthcare Leaders Translate Patient Experience Data into Action
Sloane White，田纳西骨科联盟传播与业务发展总监
每次患者到医疗机构就诊时，都会有大量关于其体验的信息，这些信息可以改善患者安全措施并带来更好的结果。
患者的护理体验远不止临床护理。一名术后恢复数天的患者可能会与十多名医疗服务提供者、专科医生和工作人员互动。患者可能会从外科病房转到内科病房或住院康复机构。他们可能会被转至专业护理机构进行较低强度的康复。
根据住院时间和手术严重程度，可能有数百种体验塑造患者对护理质量的看法。医院获得性感染等不良事件必然会影响他们的体验。较小的细节也会影响——临床医生、护士和工作人员是否专注和专业，卫生间是否清洁，工作人员是否遵循良好的卫生和清洁规程，空间是否没有电线或液体溢出等潜在危险。
患者有时会分享大量关于其体验的反馈，医院风险与安全领导者可以利用这些反馈来改善安全、降低风险并提高护理质量。不幸的是，如今许多患者体验数据未被使用。
通过更有效地分析和解读这些反馈，医院和医疗系统可以识别模式——例如，工作人员犯下可预防的错误或可能导致患者伤害的不安全状况——并在事故发生前采取预防措施。具有AI驱动情感分析功能的数字调查工具可以帮助医疗机构揭示患者反馈中的这些模式，并将其转化为有意义的行动。
患者体验数据中隐藏的潜在安全问题多项研究已经发现，分析患者体验数据有助于识别临床有效性和患者安全方面的优势和劣势。
患者体验调查可以帮助医疗领导者了解临床医生提供有效护理的程度（或不足）以及他们遵守安全规程的严格程度。
这些调查可以从众多主题出发，提供关于日常护理质量的详细视角。医生和护士之间的沟通效率如何？环境是否清洁，工作人员是否保持良好的卫生习惯？工作人员是否在与患者沟通用药和帮助患者控制疼痛方面做得很好？医院各部门之间是否有有效的护理协调，患者出院时是否收到明确的护理指导？医疗领导者还可以利用患者调查来评估患者信任的关键驱动因素，例如获得护理体验、护理等候时间、员工专业精神以及患者向朋友或家人推荐医疗机构的可能性。
通过分析患者体验数据，医疗机构可以了解弱点所在，并采取措施提高护理质量。这些措施可能包括加强员工在感染控制和卫生措施方面的培训、改进护理协调规程、更好的出院规划或调整人员配置以提高员工响应能力。
但医疗领导者不仅要分析数据以识别这些差距，还要主动采取行动来降低患者安全事件的风险，这很困难。医疗领导者可以利用患者体验洞察来了解为什么可预防的患者伤害正在发生，并实施有效的规程。
使用数字工具和数据分析简化患者调查
患者体验数据在很大程度上仍未使用，这影响了患者护理质量和安全。这是因为许多机构仍然使用基于纸质的手动调查，这些调查分析耗时，且要么回复率低，要么丢失或被遗忘。
简化调查流程并使数据更具可操作性的关键在于使用基于数字化的工具来自动化患者数据收集和分析。
例如，通过提供易于理解且只需5分钟即可完成的移动友好型调查，医院和其他机构将看到更高的回复率。
假设一家医院想了解患者对MRI或CT服务体验的看法。在患者接受诊断影像服务后24小时内，数字工具会自动向该患者发送一封电子邮件，其中包含一个链接，用于在手机上完成调查。其中包含一组简单直接的问题。预约安排有多容易？您是否感到舒适？工作人员有多专业和友好？工作人员对流程的解释有多清楚？
具有AI驱动情感分析功能的数字调查平台可以让医院领导者更清晰地了解完整的诊断影像体验。通过扫描数百份回复中的开放式文本评论，该平台会浮现反复出现的主题，包括常见的患者担忧、员工培训机会以及指向流程改进的服务差距。
终于听到患者的声音——得益于数字技术和分析
患者调查数字化的好处不仅仅在于解决安全问题。如今的患者会仔细研究医疗服务提供者、阅读患者评论，并对医疗机构的透明度有更高的期望。如果患者难以在医院中找到接受护理的科室或病房，他们可能会感到沮丧并留下负面评论。医院可以利用患者调查来了解患者可能难以找到哪些科室，并采取措施让他们的体验更顺畅。这些措施可能包括重命名服务线路、搬迁科室或更换标识。
通过使用数字工具简化发送和收集患者反馈的流程，并利用AI驱动的情感分析，医疗机构可以更好地了解潜在的安全风险。他们可以设计全面的体验，以满足患者对安全、便捷和高质量医疗服务交付的期望。
关于Sloane White Sloane White是田纳西骨科联盟（Tennessee Orthopaedic Alliance）的传播与业务发展总监，该联盟是田纳西州最大、最全面的骨科手术集团。
Sloane White, Director of Communications & Business Development, Tennessee Orthopaedic Alliance Every time a patient visits a healthcare facility, there is a treasure trove of information about their experience that could improve patient safety measures and lead to better outcomes.
Patients’ care experiences go far beyond clinical care. A patient recovering from surgery for a few days may interact with more than a dozen providers, specialists and staff. The patient may be moved from a surgical unit to a medical unit or an inpatient rehabilitation facility. They may be discharged to a skilled nursing facility for lower-intensity rehab.
Depending on their length of stay and surgical acuity, there may be hundreds of experiences that shape that patient’s perception of the quality of care. An adverse event like a hospital-acquired infection will certainly impact their experience. So will the smaller details – how attentive and professional the clinicians, nurses and staff are, how clean the bathrooms are, whether staff practice good sanitation and cleaning protocols, if the space is free of potential hazards like cords or liquid spills.
Patients will sometimes share extensive feedback about their experience that hospital risk and safety leaders can use to improve safety, mitigate risk and improve the quality of care. Unfortunately, much of the patient experience data goes unused today.
By more effectively analyzing and interpreting this feedback, hospitals and health systems can identify patterns – e.g. staff making preventable mistakes or unsafe conditions that could lead to patient harm – and take preventative measures before accidents happen. Digital survey tools with AI-powered sentiment analysis can help healthcare facilities surface those patterns in patient feedback and translate them into meaningful action.
The potential safety concerns hiding in patient experience data Multiple studies have found that analyzing patient experience data can help identify strengths and weaknesses in both clinical effectiveness and patient safety.
Patient experience surveys can help healthcare leaders understand how well (or not) clinicians are delivering effective care and how strictly they are adhering to safety protocols.
These surveys can give a detailed perspective about the everyday quality of care based on numerous topics. How effective was communication between doctors and nurses? Was the environment clean and did staff practice good hygiene? Did the staff do a good job of communicating to patients about their medications and with helping patients manage pain? Was there effective care coordination between hospital departments and did patients receive clear care instructions when they were discharged? Healthcare leaders can also use patient surveys to evaluate key drivers of patient trust, such as access to care experiences, wait times for care, staff professionalism and patients’ likelihood of recommending a facility to friends or family.
By analyzing patient experience data, healthcare facilities can understand where the weaknesses are and take steps to advance the quality of care. Those measures could include more staff training on infection control and hygiene measures, better care coordination protocols, better discharge planning or adjustments to staffing to improve staff responsiveness.
But it’s difficult for healthcare leaders to not only analyze the data to identify those gaps, but to proactively take action to mitigate the risk of patient safety incidents. Healthcare leaders can use patient experience insights to understand why preventable patient harm is happening and implement effective protocols.
Using digital tools and data analytics to streamline patient surveys
Patient experience data remains largely unused, which impacts the quality of patient care and safety. This is because many facilities still use paper-based, manual surveys, which are time consuming to analyze, and either have low response rates or are lost or forgotten.
The key to streamlining the survey process, and making data more actionable, is using digitally-based tools to automate patient data collection and analysis.
For example, by offering mobile-friendly surveys that are simple to understand and take 5 minutes to complete, hospitals and other facilities will see higher response rates.
Let’s say a hospital wants to understand patients’ opinions of their experience with MRI or CT services. Within 24 hours of a patient receiving diagnostic imaging services, a digital tool automatically sends that patient an email with a link to complete a survey on their phone. It includes a set of straightforward questions. How easy was it to schedule their appointment? Were you comfortable? How professional and friendly were the staff? How well did the staff explain the process?
A digital survey platform with AI-powered sentiment analysis can give hospital leaders a clearer view of the full diagnostic imaging experience. By scanning open-text comments across hundreds of responses, the platform surfaces recurring themes including common patient concerns, staff training opportunities and service gaps that point to process improvements.
Finally hearing the patient’s voice – thanks to digital technology and analytics
The benefits of digitizing patient surveys go beyond addressing safety concerns. Today’s patients carefully research providers, read patient reviews and have higher expectations for transparency from healthcare organizations. If patients find it difficult to navigate a hospital and easily find the department or unit to receive care, they may become frustrated and leave negative reviews. Hospitals can use patient surveys to understand which departments patients may be struggling to access, and take measures to make their experience smoother. These measures could include renaming service lines, relocating units or changing signage.
By using digital tools to streamline the process of sending and collecting patient feedback, and utilizing AI-powered sentiment analysis, healthcare organizations can better understand potential safety risks. They can design a comprehensive experience that meets patients’ expectations for safe, convenient and high quality healthcare delivery.
About Sloane White Sloane White is the Director of Communications & Business Development, Tennessee Orthopaedic Alliance, the largest and most comprehensive orthopedic surgery group in Tennessee.
Reader Interactions