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Humboldt Improves Patient Experience Farrokh Alemi, Ph.D.

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This presentation reports on how one organization improved its patients' experiences through sentiment analysis. For follow up see http://tellmymd.com.

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  • 1. Humboldt Improves Patient Experience Farrokh Alemi, Ph.D.

2. Improving Patient Experiences 3. Frustrating, Costly, 4. Reinvent Satisfaction Surveys 5. Reinvent Satisfaction SurveysWhat worked well and what needs improvement? 6. Comment Card 7. Comment Card 8. Example of a ComplaintThe Drs seem to feel they know more about my body than I do. I feel put off when they give me a strange look and tell me , "No, I doubt that. I would like to be taken seriously and not given weird looks when describing my situation. 9. Example of a Positive CommentI love this clinic. The staff is amazing, always beyond helpful and friendly. I transferred from my family Dr. because I had such a wonderful experience here. Don't change anything. Dr. X is awesome! I am one happy patient. 10. Sentiment Analysis 11. Words Used in Early Complaints 12. Words in Recent Comments 13. Time to Complaint 14. Benchmarked Data 15. Real Time Reports 16. Change in Satisfaction Rate 17. Change in Satisfaction Rate 18. Change in Satisfaction Rate 19. Change in Satisfaction Rate 20. Change in Satisfaction Rate 21. Making a Difference 22. http://TellMyMD.Com 23. http://TellMyMD.Com 24. http://TellMyMD.Com 25. http://TellMyMD.Com


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