Robin, Cécile and Mashinchi, Mona Isazad and Zeleti, Fatemeh Ahmadi and Ojo, Adegboyega and Buitelaar, Paul (2020) A term extraction approach to survey analysis in health care. In: Proceedings of the 12th Language Resources and Evaluation Conference. European Language Resources Association, pp. 2069-2077.

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Abstract

The voice of the customer has for a long time been a key focus of businesses in all domains. It has received a lot of attention from the research community in Natural Language Processing (NLP) resulting in many approaches to analysing customers feedback ((aspect-based) sentiment analysis, topic modeling, etc.). In the health domain, public and private bodies are increasingly prioritising patient engagement for assessing the quality of the service given at each stage of the care. Patient and customer satisfaction analysis relate in many ways. In the domain of health particularly, a more precise and insightful analysis is needed to help practitioners locate potential issues and plan actions accordingly. We introduce here an approach to patient experience with the analysis of free text questions from the 2017 Irish National Inpatient Survey campaign using term extraction as a means to highlight important and insightful subject matters raised by patients. We evaluate the results by mapping them to a manually constructed framework following the Activity, Resource, Context (ARC) methodology (Ordenes et al., 2014) and specific to the health care environment, and compare our results against manual annotations done on the full 2017 dataset based on those categories.

Item Type:	Book Section
Keywords:	health care; patient experience; term extraction; natural language processing; ARC framework; patient engagement; evaluation methodology;
Academic Unit:	Faculty of Social Sciences > Research Institutes > Innovation Value Institute, IVI Faculty of Social Sciences > School of Business
Item ID:	15790
Depositing User:	Adegboyega Ojo
Date Deposited:	06 Apr 2022 11:26
Publisher:	European Language Resources Association
Refereed:	Yes
URI:
Use Licence:	This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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