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Teleconsultation demand classification and service analysis.

Wenjia Chen1, Jinlin Li2

  • 1School of Management and Economics, Beijing Institute of Technology, Beijing, 100081, China.

BMC Medical Informatics and Decision Making
|August 22, 2021
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Summary
This summary is machine-generated.

This study introduces an ensemble hierarchical clustering method to classify teleconsultation demands into erratic, lumpy, and slow patterns. Effective demand classification enhances teleconsultation management and service quality.

Keywords:
An ensemble hierarchical clustering methodDemand classificationService efficiency and qualityTeleconsultation

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Area of Science:

  • Healthcare Management
  • Data Science
  • Operations Research

Background:

  • Teleconsultation services require effective management strategies.
  • Demand patterns in teleconsultations vary, impacting service delivery.
  • Improving teleconsultation management necessitates understanding demand characteristics.

Purpose of the Study:

  • To develop an effective method for classifying teleconsultation demands.
  • To enhance teleconsultation management through demand pattern identification.
  • To improve the quality and efficiency of teleconsultation services.

Main Methods:

  • A novel ensemble hierarchical clustering method was proposed.
  • Individual clustering results were ensembled using one-hot encoding and cosine similarity.
  • Network graph representation was utilized to categorize demand series into patterns.

Main Results:

  • Teleconsultation demands were classified into three categories: erratic, lumpy, and slow.
  • Service analysis post-classification identified specific deficiencies.
  • Analysis before classification did not reveal these service deficiencies.

Conclusions:

  • The proposed ensemble hierarchical clustering method effectively categorizes teleconsultation demands.
  • Effective demand categorization significantly enhances teleconsultation management.
  • This approach provides a foundation for improving teleconsultation service quality and efficiency.