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Sentiment Analytics: Improve Patient Experience


Large healthcare provider based in Pennsylvania

Business Problem

The client wanted to improve patient experience by analysing comments in the patient feedback forms


Analyze patient sentiments from free text comments in the patient feedback forms

Abzooba’s Solution:

  • Machine learning techniques are being used to automatically categorise opinions as either positive, neutral or negative and relate them to separate business aspects
  • The contexts are captured by a word embedding layer: word2vec
  • The output is then fed into an LSTM model, a type of Recurrent Neural Network, to classify texts into desired categories
  • SoftMax based attitude detection algorithm are used to identify the user sentiments efficiently

Business Benefits:

  • Providing accurate assessment of patient opinions about different aspects of the hospitals
  • Improves patient experience
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