The Evolution of Patient Experience and AI

09.14.2017 • Senem Guney, PhD, CPXP

Screen Shot 2017-09-14 at 12.46.06 PM.pngWhen we originally took on the challenge of building the NarrativeDx AI platform for patient experience, AI and patient experience did not (yet) belong together in the same sentence.

In 2013, HCAHPS surveys had just started to impact the bottom line at hospitals. The thinking and public discourse around patient experience data and measurement were limited to results from these surveys. The industry did not yet see patients’ comments as “data,” at least, the kind of data that require the same level of attention and rigorous analysis as survey data.

That same year (2013), NarrativeDx was simply a two-founder team pounding away on the phone trying to speak with hospital administrators during the day - and by night, manually assigning sentiment and topical categories to patients’ comments in spreadsheets.

In 2017, Centers for Medicare and Medicaid Services (CMS) increased the Value-Based Purchasing (VBP) related reimbursement cuts to their highest mark yet at 2%.

Reimbursement cuts primarily concern hospital administrators, who run their organizations on very narrow margins. In the changing healthcare payer market, though, what really makes or breaks it for healthcare providers is their patients’ repeat business and referrals. In this evolving market, patients have also become more active consumers of information on social media and doctor review sites.

As a result, healthcare providers have had to quickly shift their mindset around patient experience data and measurement in the last several years. The industry’s focus on satisfaction surveys changed from complying with a government mandate to an increasingly concerted effort to understand their consumer-patients’ perceptions and expectations.

This significant adjustment brought to light the limitations of working with survey data. Now, healthcare providers are highly aware that they need reliable analytical capabilities to learn from their patients comments’ - sourced from surveys to social media - to consistently improve their patients’ care experiences.

In the last four years, NarrativeDx has also continuously grown to address the industry’s emergent need to gain actionable insights into patients’ expectations and perceptions of their healthcare.

From 2013 through 2017, NarrativeDx has introduced and embedded AI into the patient experience. Our domain-specific, proprietary ontology currently has greater than 95% predictive accuracy and gives us the capability to process hundreds of thousands of comments per day across multiple data sources. Within the first two quarters of 2017 alone, we generated around 90,000 insights from the comments we processed for our customers.

Last week, we celebrated the move to our new office in downtown Austin. We are excited to be growing with the appreciation of patients’ comments as data in the industry. We are also thrilled to begin the next phase of our mission, which is to bring the analytical capability that amplifies patients’ voices to the front and center of measuring, monitoring and improving care experiences.

Would you like to be part of the future of patient experience?
Feel free to email me: 
senem (at) - I'd love to hear from you! 

Senem Guney, PhD, CPXP is the Founder and Chief Patient Experience Officer at NarrativeDx. Follow Senem on Twitter: @SenemNDx

Senem Guney, PhD, CPXP

Senem Guney, PhD, CPXP

Founder and Chief Patient Experience Officer, NarrativeDx

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