EP3791396A1 - Patient experience management system - Google Patents

Patient experience management system

Info

Publication number
EP3791396A1
EP3791396A1 EP19924638.0A EP19924638A EP3791396A1 EP 3791396 A1 EP3791396 A1 EP 3791396A1 EP 19924638 A EP19924638 A EP 19924638A EP 3791396 A1 EP3791396 A1 EP 3791396A1
Authority
EP
European Patent Office
Prior art keywords
patient
performance
hospitals
server
responses
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
EP19924638.0A
Other languages
German (de)
French (fr)
Other versions
EP3791396A4 (en
Inventor
Abdurrahman Muhammed KUTUB
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Individual
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of EP3791396A1 publication Critical patent/EP3791396A1/en
Publication of EP3791396A4 publication Critical patent/EP3791396A4/en
Pending legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H40/00—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices
    • G16H40/20—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G06Q50/22—Social work or social welfare, e.g. community support activities or counselling services
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H10/00—ICT specially adapted for the handling or processing of patient-related medical or healthcare data
    • G16H10/20—ICT specially adapted for the handling or processing of patient-related medical or healthcare data for electronic clinical trials or questionnaires

Definitions

  • the invention/new method is to be used in hospitals and health institution, as a patient experience management system to, based on patients’ opinions of the services and treatments they got, measure, score, analyze, prioritize, cause detect, and troubleshoot/solve patient experience and performance related to patient experience.
  • the patient is requested to give a score to the service in form of average index score (0-100, 0-10, 0-5). This way the patients’ responses are recorded and quality of service is measured.
  • This method results in more generalized measurement that may not represent the true problem or indicate the proper solution (e.g. average score of patients waiting time is 60%, this does not represent the actual waiting time nor the reasons of delays, thus does not indicate what actions to be taken to improve patient experience)
  • the patient experience measurement systems obtain patient opinions and evaluations using classic forms of which the responses are used to score. These forms may not be accurate in measuring the patient experience.
  • patient experience measurement systems In the current patient experience measurement systems, patients are asked to evaluate only the outcomes of the services, without evaluating the processes of these services (e.g. patient is asked to evaluate the appointment service not the accessibility of the appointments, the requirements of the appointment, the date of nearest appointment, the helpfulness of the staff, the options given etc.) however, patient experience systems should measure the processes in each step the patient goes through from requesting an appointment or arriving at the hospital till the patient is treated and followed up including the duration of each of these steps.
  • the responses are taken from a preset number of patient sample (e.g. 30 patients per month) regardless of the number in patient population, which may result in statistical inaccuracy.
  • the invention is a patient experience management system that overcomes the flaws and shortages of the current measurement systems in addition to adding new advantages.
  • the aim of the invention is to manage the patient experience measurement using the Coefficient of Variation (CV) for the first time as patient experience management tool.
  • CV Coefficient of Variation
  • the invention aims also to use multiple tools at once to manage the patient experience measurement, analysis, and solution.
  • These tools are 1 ) average index score, 2) Coefficient of Variation, 3) occurrence pattern or Emax and Emin (the percentage of top and bottom responses), and 4) the trending from previous result.
  • the invention also aims, by using artificial intelligence matrices, to be a new patient experience management system that reduces human error, detects even the smallest of changes, detects tendencies and trends, understands problems, and warns about possible outcomes.
  • the inventios aims as well, by using the Coefficient of Variation (CV), to detect personnel vs systematic errors, decide the level of personnel engagement needed in solutions, detect temporary vs long term performance fluctuations, detect fake vs real reporting, detect changes in performance continuity even when scores are similar, detect changes in performance continuity even when scores are lower or higher, compare differences in performance between periods regardless of score, and thus becoming a new methodology in management of patient experience.
  • the invention aims as well, to be a new patient experience management system that measures the processes in each step of patient experience touch points as well as the outcome of these processes.
  • the above mentioned and described in details below invention is to be used in hospitals and health institution to manage patient experience with all the processes and touch points by reviewing patients’ responses to questionnaires and score performance, analyze responses, report performance, detect problems and troubleshoot.
  • the characteristics of this patient experience management system are: providing a thorough questionnaire covering all processes and touchpoints to the patients of any health institution, obtaining patients’ responses, obtaining results from the entries, scoring the performance, analyzing the responses, using Coefficient of Variation in analyzing responses, using occurrence pattern analysis, trending analysis, detecting causes of performance score, and providing troubleshooting for performance problems.
  • figure-1 patient experience management system invention view
  • Server via phone call, direct contact, SMS, or Email)
  • the patient experience management system (1 ) shown only to aid understanding, without being limited to this.
  • This description elaborates, the patient experience management system (1 ) used by hospitals and health institution (40), based on patient(s) (10) opinions of provided services and processes, for scoring, analyzing, reporting, performance detecting, and solutions suggesting and prioritizing.
  • the patient experience management system (1 ) is shown.
  • the patient experience management system (1 ) the patient(s) (10) defines the patients who use services and treatments in hospitals and healt institution (40) that use the patient experience management system (1 ).
  • a thorough questionnaire (20) that covers all the processes and touchpoints is applied to patient(s) (10) in the hospitals and health institution (40).
  • the responses that patient(s) (10) give to the thorough questionnaires (20) are entered in the server (30) to be processed by the Artificial Intelligence based matrix (31 ) to report score, Coefficient of Variation, occurrence pattern, and trending.
  • the Artificial Intelligence based matrix (31 ) analyzes these reports and detects performance variations and detects causes and suggests solutions, and prioritizes. For example, for a certain procedure it may detect that the staff count is low and suggest increasing staff count. In the continuation of this, the Artificial Intelligence based matrix (31 ) analysis results are fed through the server (30) to the hospitals and health institution (40) in agreed intervals (i.e. real-time, weekly or monthly).
  • the patient experience management system (1 ) works in the following way: patient(s) (10) contact details are obtained from hospitals and health institution (40) that the patient(s) (10) visited and been treated in. those patient(s) (10) are then contacted and asked about their opinions about the services they got in the hospitals and health institution (40) by answering a thorough questionnaire (20). Those patient(s) (10) responses are entered to the server (30) to be analyzed by the Artificial Intelligence based matrix (31 ), which reports patient(s) (10) responses score, Coefficient of Variation, occurrence patterns, and trending. The Artificial Intelligence based matrix (31 ) analyzes these data to report performance, detect causes of performance alterations, and suggest solutions and prioritizes. The results are then fed through the server (30) to hospitals and health institution (40) on agreed intervals 9i.e. real-time, weekly, monthly, etc.)

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  • Health & Medical Sciences (AREA)
  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • General Health & Medical Sciences (AREA)
  • Primary Health Care (AREA)
  • General Business, Economics & Management (AREA)
  • Public Health (AREA)
  • Tourism & Hospitality (AREA)
  • Medical Informatics (AREA)
  • Epidemiology (AREA)
  • Physics & Mathematics (AREA)
  • Strategic Management (AREA)
  • General Physics & Mathematics (AREA)
  • Marketing (AREA)
  • Theoretical Computer Science (AREA)
  • Biomedical Technology (AREA)
  • Human Resources & Organizations (AREA)
  • Economics (AREA)
  • Child & Adolescent Psychology (AREA)
  • Medical Treatment And Welfare Office Work (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The invention, to be presented for use in hospitals and health institution, is a patient experience management system that measures performance by asking patients' opinions on the services provided in the hospitals and health institution using thorough questionnaires and analyze the patients' responses to score the performance, detect causes of performance alterations, and suggest solutions and prioritizing. This patient experience management system (1) has the following characteristics: using contacts of patient(s) (10) that are provided by hospitals and health institution (40), the patient(s) (10) are contacted and asked about their opinions on the provided services and treatments in the hospitals and health institution (40), the opinions of the patient(s) (10) are asked using thorough questionnaires (20). The responses of the patient(s) (10) on these questionnaires (20) questions are entered in a server (30) that has a built in Artificial Intelligence based matrix (31). The server (30) with its built in Artificial Intelligence based matrix (31) analyzes the responses and report the score, the Coefficient of Variation, the occurrence pattern, and trending. The server (30) with its built in Artificial Intelligence based matrix (31) then analyzes the score, the Coefficient of Variation, the occurrence pattern, and trending all together to report performance, detect causes of performance alterations, and suggest solutions and prioritizing. These results are then fed by the server (30) to the hospitals and health institution (40) on agreed intervals (real-time, weekly, monthly, etc.)

Description

PATIENT EXPERIENCE MANAGEMENT SYSTEM Technical field:
The invention/new method, is to be used in hospitals and health institution, as a patient experience management system to, based on patients’ opinions of the services and treatments they got, measure, score, analyze, prioritize, cause detect, and troubleshoot/solve patient experience and performance related to patient experience.
Background of the Invention Hospitals and health institution are centers where patients get treatment. Health is the most important need for mankind. In the recent years, as a result of the consumerism life style, an increase in health-related problems is documented. As a result of the of this increase, hospitals are getting crowded and a drop in the quality of services is likely to happen. To prevent this drop, hospitals continuously measure patient experience and detect the drops in quality, then try to redesign the processes improving the conditions and removing factors that lead to reducing quality of services. The invention in this description is a system that measures the patient experience to be used in hospitals and health institution.
In the current techniques, to measure the patient experience, the patient is requested to give a score to the service in form of average index score (0-100, 0-10, 0-5). This way the patients’ responses are recorded and quality of service is measured. This method results in more generalized measurement that may not represent the true problem or indicate the proper solution (e.g. average score of patients waiting time is 60%, this does not represent the actual waiting time nor the reasons of delays, thus does not indicate what actions to be taken to improve patient experience)
In the current techniques, the patient experience measurement systems obtain patient opinions and evaluations using classic forms of which the responses are used to score. These forms may not be accurate in measuring the patient experience.
Most of the current patient experience measurement systems do not use artificial intelligence for analysis, which may result in human errors.
In the current patient experience measurement systems, patients are asked to evaluate only the outcomes of the services, without evaluating the processes of these services (e.g. patient is asked to evaluate the appointment service not the accessibility of the appointments, the requirements of the appointment, the date of nearest appointment, the helpfulness of the staff, the options given etc.) however, patient experience systems should measure the processes in each step the patient goes through from requesting an appointment or arriving at the hospital till the patient is treated and followed up including the duration of each of these steps.
The current patient experience measurement systems, the responses are taken from a preset number of patient sample (e.g. 30 patients per month) regardless of the number in patient population, which may result in statistical inaccuracy.
Finally, there is a need for a patient experience management system that overcomes the flaws in the current measurement systems. Brief Description of the Invention:
The invention is a patient experience management system that overcomes the flaws and shortages of the current measurement systems in addition to adding new advantages.
The aim of the invention is to manage the patient experience measurement using the Coefficient of Variation (CV) for the first time as patient experience management tool.
The invention aims also to use multiple tools at once to manage the patient experience measurement, analysis, and solution. These tools are 1 ) average index score, 2) Coefficient of Variation, 3) occurrence pattern or Emax and Emin (the percentage of top and bottom responses), and 4) the trending from previous result. By using all 4 of these tools together in a formula to measure the patient experience results, is a new methodology.
The invention also aims, by using artificial intelligence matrices, to be a new patient experience management system that reduces human error, detects even the smallest of changes, detects tendencies and trends, understands problems, and warns about possible outcomes.
The inventios aims as well, by using the Coefficient of Variation (CV), to detect personnel vs systematic errors, decide the level of personnel engagement needed in solutions, detect temporary vs long term performance fluctuations, detect fake vs real reporting, detect changes in performance continuity even when scores are similar, detect changes in performance continuity even when scores are lower or higher, compare differences in performance between periods regardless of score, and thus becoming a new methodology in management of patient experience. The invention aims as well, to be a new patient experience management system that measures the processes in each step of patient experience touch points as well as the outcome of these processes. The above mentioned and described in details below invention is to be used in hospitals and health institution to manage patient experience with all the processes and touch points by reviewing patients’ responses to questionnaires and score performance, analyze responses, report performance, detect problems and troubleshoot. The characteristics of this patient experience management system are: providing a thorough questionnaire covering all processes and touchpoints to the patients of any health institution, obtaining patients’ responses, obtaining results from the entries, scoring the performance, analyzing the responses, using Coefficient of Variation in analyzing responses, using occurrence pattern analysis, trending analysis, detecting causes of performance score, and providing troubleshooting for performance problems.
Brief Description Of The Drawings
The invention will be described in the enclosed objects, to make it clearer and more understandable. This is not to limit the invention to be used only in this way, on the contrary, the invention is to be used by the enclosed requests in any alternative, different, or equivalent forms. The shown objects are to clarify the suggested method of use for the system and to show the logic behind its rules and to objectify the variables.
In this draw; figure-1 patient experience management system invention view.
To help understand the invention, the attached drawings are defined as follows in numbering manner with the corresponding names of each number: Description of References
1. Patient experience management system
10. Patient
20. Questionnaire
30. Server (via phone call, direct contact, SMS, or Email)
31. Artificial Intelligence based matrix
40. Hospital and health institution Detailed Description of the Invention
In this detailed description, the patient experience management system (1 ), shown only to aid understanding, without being limited to this. This description elaborates, the patient experience management system (1 ) used by hospitals and health institution (40), based on patient(s) (10) opinions of provided services and processes, for scoring, analyzing, reporting, performance detecting, and solutions suggesting and prioritizing.
In fig-1 , the invention in this description, the patient experience management system (1 ) is shown. According to the drawings in object-1 , the patient experience management system (1 ), the patient(s) (10) defines the patients who use services and treatments in hospitals and healt institution (40) that use the patient experience management system (1 ). A thorough questionnaire (20) that covers all the processes and touchpoints is applied to patient(s) (10) in the hospitals and health institution (40). The responses that patient(s) (10) give to the thorough questionnaires (20) are entered in the server (30) to be processed by the Artificial Intelligence based matrix (31 ) to report score, Coefficient of Variation, occurrence pattern, and trending. The Artificial Intelligence based matrix (31 ) analyzes these reports and detects performance variations and detects causes and suggests solutions, and prioritizes. For example, for a certain procedure it may detect that the staff count is low and suggest increasing staff count. In the continuation of this, the Artificial Intelligence based matrix (31 ) analysis results are fed through the server (30) to the hospitals and health institution (40) in agreed intervals (i.e. real-time, weekly or monthly).
The patient experience management system (1 ) works in the following way: patient(s) (10) contact details are obtained from hospitals and health institution (40) that the patient(s) (10) visited and been treated in. those patient(s) (10) are then contacted and asked about their opinions about the services they got in the hospitals and health institution (40) by answering a thorough questionnaire (20). Those patient(s) (10) responses are entered to the server (30) to be analyzed by the Artificial Intelligence based matrix (31 ), which reports patient(s) (10) responses score, Coefficient of Variation, occurrence patterns, and trending. The Artificial Intelligence based matrix (31 ) analyzes these data to report performance, detect causes of performance alterations, and suggest solutions and prioritizes. The results are then fed through the server (30) to hospitals and health institution (40) on agreed intervals 9i.e. real-time, weekly, monthly, etc.)

Claims

1 ) The invention, being a patient experience management system (1 ) to be used by hospitals and health institution (40), to, based on patient(s) (10) opinions of the provided services, provide scoring of performance, analyzing of responses, reporting of performance, detecting of causes of performance alterations, and suggesting solutions and prioritizing, has the following characteristics:
- including a thorough questionnaire (20) that covers all the processes and touchpoints that patient(s) (10) go through in hospitals and health institution (40),
- including a server (30) to which the thorough questionnaire (20) responses of patient(s) (10) opinions are entered,
- the server (30) has a built in Artificial Intelligence based matrix (31 ) that analyzes patient(s) (10) responses and reports score, Coefficient of
Variation, occurrence pattern, and trending, then analyze these data together to report performance, detect causes of performance alterations, and suggest solutions and prioritize,
2) According to claim 1 , being a patient experience management system (1 ), its characteristic is: using Coefficient of Variation (CV) as a tool to analyze patient(s) (10) responses to thorough questionnaires (20) that are entered to the server (30) that has a built in Artificial Intelligence based matrix (31 )
3) The invention, by being used in hospitals and health institution, based on patients opinions of the services and treatments provided, is a patient experience management system that scores, reports performance, detects causes of performance alterations, and suggest solutions and prioritize, through the following characteristics:
- contacting patient(s) (10) using hospitals and health institution (40) provided patient(s) (10) contacts,
applying thorough questionnaires (20) to obtain opinions of services given to patient(s) (10) in hospitals and health institution (40), - entering patient(s) (10) responses in the server (30) that has a built in Artificial Intelligence based matrix (31 ),
- the Artificial Intelligence based matrix (31 ) in the server (30) analyzes patient(s) (10) responses and reports score, Coefficient of Variation, Occurrence Pattern, and trends,
- the score, Coefficient of Variation, Occurrence Pattern, and trends are analyzed together in the server (30) using the Artificial Intelligence based matrix (31 ) and reports performance, detects causes of performance alterations, and suggests solution and prioritizes,
- the Artificial Intelligence based matrix (31 ) feeds the reports through the server (30) to the hospitals and health institution (40) on agreed intervals (i.e. real-time, weekly, monthly, etc.).
EP19924638.0A 2019-10-31 2019-11-19 Patient experience management system Pending EP3791396A4 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
TR2019/16791A TR201916791A1 (en) 2019-10-31 2019-10-31 A PATIENT EXPERIENCE MEASUREMENT SYSTEM
PCT/TR2019/050973 WO2020246946A1 (en) 2019-10-31 2019-11-19 Patient experience management system

Publications (2)

Publication Number Publication Date
EP3791396A1 true EP3791396A1 (en) 2021-03-17
EP3791396A4 EP3791396A4 (en) 2021-05-12

Family

ID=73020025

Family Applications (1)

Application Number Title Priority Date Filing Date
EP19924638.0A Pending EP3791396A4 (en) 2019-10-31 2019-11-19 Patient experience management system

Country Status (4)

Country Link
EP (1) EP3791396A4 (en)
EA (1) EA202190344A1 (en)
TR (1) TR201916791A1 (en)
WO (1) WO2020246946A1 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11903679B2 (en) * 2019-08-30 2024-02-20 AR & NS Investment, LLC Artificial intelligence-based robotic system for physical therapy

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7831445B2 (en) * 2006-01-30 2010-11-09 Bruce Reiner Method and apparatus for generating an administrative quality assurance scorecard
TWI426461B (en) * 2010-06-08 2014-02-11 Chi Mei Medical Ct Satisfaction Survey Method and System
JP6244476B2 (en) * 2015-07-31 2017-12-06 株式会社ＦｉＮＣ Health management server, health management server control method, and health management program
US10114814B1 (en) * 2015-09-28 2018-10-30 NarrativeDX, Inc. System and method for actionizing patient comments
US20180121609A1 (en) * 2016-11-01 2018-05-03 Alexandra Coren METHOD and COMPUTER PROGRAM FOR PROVIDING A HEALTHCARE MANAGEMENT PLATFORM
US20180330802A1 (en) * 2017-05-15 2018-11-15 Koninklijke Philips N.V. Adaptive patient questionnaire generation system and method
US20200126664A1 (en) * 2017-07-24 2020-04-23 Axion Research Inc. Support system for estimating an internal state of a target system
US20190189259A1 (en) * 2017-12-20 2019-06-20 Gary Wayne Clark Systems and methods for generating an optimized patient treatment experience

Also Published As

Publication number Publication date
EP3791396A4 (en) 2021-05-12
EA202190344A1 (en) 2021-05-31
TR201916791A1 (en) 2021-05-21
WO2020246946A1 (en) 2020-12-10

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