Related Experiment Video
Updated: Jun 28, 2025
13:44
Project-Based Learning Guidelines for Health Sciences Students: An Analysis with Data Mining and Qualitative Techniques
Published on: December 9, 2022
3.5K
Unveiling the Negative Customer Experience in Diagnostic Centers: A Data Mining Approach
Suman Agarwal1, Ranjit Singh1, Bhartrihari Pandiya2
1Department of Management Studies, Indian Institute of Information Technology Allahabad, Prayagraj, UP, India.
Journal of Multidisciplinary Healthcare
|April 15, 2024
Summary
Data mining identified key issues in diagnostic center customer complaints, including delays, errors, and poor service. Addressing these can improve patient experience and operational efficiency.
Area of Science:
- Healthcare Management
- Data Science
- Consumer Behavior
Background:
- Customer complaints provide valuable insights into service quality in healthcare.
- Diagnostic centers face challenges in managing patient expectations and service delivery.
- Data mining offers advanced analytical capabilities for understanding customer feedback.
Purpose of the Study:
- To identify prevalent negative customer experiences in diagnostic centers using data mining techniques.
- To analyze patterns and key themes within customer complaints.
- To provide actionable insights for improving diagnostic center services.
Main Methods:
- Collected and analyzed customer complaints from a public consumer complaints website.
- Applied the Apriori algorithm to uncover frequent patterns in complaint data.
- Utilized term frequency analysis and word clouds for data visualization.
Main Results:
- Identified significant issues such as delayed test reports and erroneous results.
- Highlighted problems with appointment scheduling, staff conduct, and overall service quality.
- Revealed instances of perceived medical negligence as a critical concern.
Conclusions:
- Diagnostic centers can leverage data mining for proactive customer experience management.
- Analyzing complaints can transform service improvement opportunities from potential liabilities.
- Implementing data-driven strategies can enhance patient satisfaction and operational excellence.
More Related Videos
Related Concept Videos
01:10Documentation of Nursing Diagnosis
1.2K
The nurse documents nursing diagnoses and enters them into the patient record. The identified patient's nursing diagnosis is either written out with a plan of care or entered into the electronic health record.
In some settings, data-driven computerized decision support systems are in place, allowing for more accurate nursing diagnoses. The database within one of these systems includes diagnostic labels defining characteristics, activities, and indicators for nursing. A nurse enters...
In some settings, data-driven computerized decision support systems are in place, allowing for more accurate nursing diagnoses. The database within one of these systems includes diagnostic labels defining characteristics, activities, and indicators for nursing. A nurse enters...
1.2K
01:30Data Collection I
6.2K
Data collection gathers information needed to make accurate judgments about a patient's present condition. During a health history interview, subjective data is collected from the patient, their caregivers, or family members, and objective data is collected through observations and physical assessment. Patients are the primary source of subjective data. Thus information gathered from patients through interviews, observations, and physical examination is primary data. Secondary sources of...
6.2K
01:52Regression Toward the Mean
6.3K
Regression toward the mean (“RTM”) is a phenomenon in which extremely high or low values—for example, and individual’s blood pressure at a particular moment—appear closer to a group’s average upon remeasuring. Although this statistical peculiarity is the result of random error and chance, it has been problematic across various medical, scientific, financial and psychological applications. In particular, RTM, if not taken into account, can interfere when...
6.3K
01:30Negative and Cognitive Symptoms of Schizophrenia
48
Negative symptoms of schizophrenia indicate a reduction or absence of typical behaviors and emotional responses found in healthy individuals, while positive symptoms reflect an excess or distortion of normal functioning.
Negative Symptoms
Negative symptoms of schizophrenia manifest as deficits in normal emotional and behavioral functioning, profoundly impacting daily life. Individuals with schizophrenia often display a flat affect, characterized by a near-total absence of emotional expression,...
Negative Symptoms
Negative symptoms of schizophrenia manifest as deficits in normal emotional and behavioral functioning, profoundly impacting daily life. Individuals with schizophrenia often display a flat affect, characterized by a near-total absence of emotional expression,...
48
01:15Methods of Documentation VI: Case Management Model
570
The case management model is a multidisciplinary approach that involves healthcare professionals from diverse disciplines, such as physicians, nurses, therapists, social workers, and pharmacists, working collaboratively to address the various needs of patients. Each healthcare professional brings unique expertise and perspectives, contributing to a more comprehensive understanding of the patient's condition and tailoring treatment plans accordingly.
For example, a patient with a chronic...
For example, a patient with a chronic...
570
01:13Data Collection by Experiments
24.2K
Data collection is a systematic method of obtaining, observing, measuring, and analyzing accurate information. An experimental study is a standard method of data collection that involves the manipulation of the samples by applying some form of treatment prior to data collection. It refers to manipulating one variable to determine its changes on another variable. The sample subjected to treatment is known as “experimental units.”
An example of the experimental method is a public...
An example of the experimental method is a public...
24.2K