Healthscope Used Emotion AI to Achieve a 65% Increase in Patient Trust
To date, over 400,000 surveys from patients have been collected in real-time with almost 50% of all surveys containing a feedback comment. Adoreboard automated insight generation enabling executives to take action more quickly.
Healthscope is one of Australia’s largest private healthcare providers with over 38 hospitals and 5,400 beds nationwide.
Challenge
To date, over 400,000 surveys from patients have been collected in real-time with almost 50% of all surveys containing a feedback comment.
Manual analysis of responses was extremely time-consuming, lacking depth of understanding and consistency.
Solution
Adoreboard’s predictive insights software delivered a solution that fundamentally upgraded Healthscope’s insights in 3 major ways.
- Eliminating manual analysis through advanced text analytics with automatic, exploratory thematic analysis.
- Transitioning from simple sentiment analysis to quantifying the emotional intensity of themes.
- Moving from word cloud summaries of keywords to predictive insight–ordering drivers based on impact on NPS.
The result of the solution is a move from understanding individual patients as a number to understanding patients as people.
Healthscope has been deploying Adoreboard for the past 3 years and has seen a 13.9% increase in NPS as well as a 95% reduction in time consuming, ineffective manual analysis.
Furthermore, it’s empowered frontline workers to lead with empathy by surfacing unknown concerns from patients which have led to new insights and significant operational change.
Why partner with Adoreboard?
Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.
The numbers speak for themselves ↓
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