Patient Experience Analysis is a window into patients' perspectives about provided care, empowering patients by consulting them in an innovative manner to provide meaningful insights about the patient experience.

The surveys used ask extensively-tested questions using a consistent methodology across a large sample of respondents. They generate standardized and validated measures of patient experience that become available to healthcare providers. By relying on open-ended questions, this type of methodology largely improves the type of insights that can be obtained from multiple choice or binary response answers, allowing the analysis to capture reactions and emotions that would otherwise be unnoticed.

Manually reading, analyzing, and tagging text is a time-consuming and ineffective task, leading to results that are often inaccurate and represent a process that is difficult to scale. Therefore, the project relies on the use of emerging technologies. Artificial Intelligence, Natural Language Processing and Machine Learning algorithms are integral parts of the process, improving the way in which subjective information is handled. They are used to find the most common complaints and compliments and to segment information to recognize opportunities for care improvement. Thus far, this project has led to increased patient satisfaction with healthcare provision.

https://eapps.ngha.med.sa/pics/ITPromotion/Data_Mining.pdf

• Saudi Arabia, Saudi Arabia

The project can be replicated in any other facilities in different regions and countries and in different areas of healthcare. The project's scalability is testified by the Saudi experience itself, in which the project has been, and is planned to, successively implemented in more hospitals.

The implementation of the solution started in 2022 at Ambulatory Care Centers (ACC) in the following facilities: King Fahad Hospital (Riyadh), King Abdullah Specialized Children Hospital (Riyadh), King Abdulaziz Medical City (Jeddah), King Abdulaziz Hospital (Al Ahsa), Imam Abdulrahman Bin Faisal Hospital (Dammam), and Prince Mohammed Bin Abdulaziz Hospital (Al Madinah).

In 2023, the solution was applied at the King Abdullah Specialized Women’s Hospital (Riyadh). The plan is now to expand to four new hospitals in Riyadh, Jeddah, Taif, and Qassim within the next two years. In addition, it is planned to start covering new areas of healthcare: Emergency Department Data, Primary Health Centers (PHCs), and Adult and Children Inpatients.

Other countries can replicate this project following a similar strategy of starting with a smaller set of facilities and healthcare areas and progressively expanding using the experience and acquired knowledge from the initial phases.

Patient feedback monitoring, analyzing and reporting to identify areas for improvement through automated business workflow in a smart way to review large amounts of data across visits and patients to identify trends, alerts of potential contraindications, predict risk and intervene, and understand the feedback of your patient population through a survey.

AI and workflow automation solutions simplify those types of repetitive tasks, improving efficiency and productivity and enhancing collaboration among team members. All of this promotes more personalized care, complements professional decision-making, and helps reduce costs, contributing to the financial sustainability of the hospitals. Additionally, the project is being incrementally applied to more hospitals without noticeable technical challenges, which attests to the scalability of the employed technological solutions.

This project serves as a conduit for promoting WSIS values, such as inclusivity, transparency, empowerment, innovation and collaboration within the community in diverse manners. By actively soliciting feedback from a diverse range of patients, spanning different demographics and backgrounds, the project ensures inclusivity within its data collection process. This approach fosters a sense of community involvement and representation, aligning with WSIS values of ensuring equitable access to and participation in ICT-enabled initiatives. Using standardized methodologies and transparent analysis techniques, the project upholds principles of transparency in its operations. Stakeholders can access clear and comprehensible insights from the data. Moreover, the project empowers patients by providing them with a platform to voice their experiences and concerns regarding healthcare provision. Therefore, it promotes a culture of patient empowerment by amplifying patient voices and incorporating their feedback into decision-making processes. Leveraging advanced technologies such as AI, NLP, and ML, the project exemplifies a commitment to innovation in healthcare provision. By harnessing the potential of these technologies to analyze patient feedback and identify areas for improvement, the project pioneers new approaches to enhancing healthcare quality. Lastly, the project fosters collaboration among various stakeholders within the healthcare ecosystem, including healthcare providers, researchers, policymakers, and patients. The project enables stakeholders to work together towards common goals by facilitating knowledge-sharing and collaborative problem-solving.