揭示诊断中心消极客户体验:一种数据挖掘方法
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
概括
数据挖掘发现了诊断中心客户投诉的关键问题,包括延误,错误和服务不佳. 解决这些问题可以改善患者体验和运营效率.
科学领域:
- 医疗保健管理的管理
- 数据科学数据科学数据科学
- 消费者行为 消费者行为
背景情况:
- 客户投诉为医疗保健服务质量提供了宝贵的见解.
- 诊断中心在管理患者期望和服务提供方面面临挑战.
- 数据挖掘为了解客户反提供了先进的分析功能.
研究的目的:
- 在诊断中心使用数据挖掘技术识别普遍的消极客户体验.
- 分析客户投诉中的模式和关键主题.
- 为改善诊断中心服务提供可操作的见解.
主要方法:
- 从公共消费者投诉网站收集和分析客户投诉.
- 应用阿普里奥里算法来发现投诉数据中的频繁模式.
- 利用术语频率分析和词云用于数据可视化.
主要成果:
- 确定了诸如延迟测试报告和错误结果等重大问题.
- 突出了约会安排,员工行为和整体服务质量方面的问题.
- 揭示了被认为是医疗疏忽的严重问题.
结论:
- 诊断中心可以利用数据挖掘进行主动的客户体验管理.
- 分析投诉可以将服务改进机会从潜在的负债转变为潜在的负债.
- 实施数据驱动策略可以提高患者满意度和卓越运营.
相关概念视频
Documentation 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
Data 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
Regression 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
Negative 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
Methods 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
Data 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


