Shanghai Sixth People’s Hospital: Party Construction Leading Information Road Continued Satisfaction – Innovation and Application of Patient AI Satisfaction Evaluation Tool
2018, the CPC Central Committee issued "on the strengthening Party building work in public hospitals," clearly a public hospital director responsibility system under the leadership of party committees, to grasp the ideological and political work in public hospitals and medical ethics as a Party important task. Shanghai Sixth People’s Hospital (hereinafter referred to as the "Shanghai Six Academy") as the National Civilized Unit 16 for five consecutive years, has a glorious history in terms of spiritual civilization.
Hospital party always patient satisfaction as a key starting point to build spiritual civilization of the hospital, the patients are satisfied all work as the starting point and end point, the patient satisfaction as the gold standard for testing the effectiveness of.
To actively promote the party building and business depth of integration, a more comprehensive, efficient and truly collect patient opinions and suggestions, Shanghai Six Party committee led all party members the use of information technology tools in the traditional discharged patients letters return visit satisfaction survey on the use of artificial satisfaction survey carried out intelligence (AI) mode, a return visit coverage rate increased from 8% to%, the use of big data to identify the problems in the course of medical treatment, in conjunction with the medical Service departments, clinics, and other Department of Logistics management for deficiencies targeted to begin to improve patient satisfaction with medical care in keeping% high. First, the background and causes since the early 90s, Shanghai party committee proposed six homes to the public welfare-oriented, focusing on improving the patient’s sense of medical experience and get a sense of satisfaction survey conducted inpatient, outpatient and emergency patient satisfaction evaluation and discharge patient satisfaction survey letter return visit "three assessment" work.
Through different forms of assessment, collection issues, feedback problem rectification issues, and constantly improve the hospital medical services to meet people’s growing medical needs.
Prior to a long period of time, Shanghai six homes discharged patients satisfaction measurement mode is mainly used in the petition, but with the development and progress of science and technology, people are constantly changing lifestyle, the traditional letter return visit satisfaction measurement methods can not fully reflect the full the real opinions and suggestions of discharged patients. Combined satisfaction survey data found that in 2018, 2017, 2016, nearly three letters return visit satisfaction survey recoveries were 8%, 9%, 10%, in 2018 discharged patients return visit letters opinions and suggestions total of only 1420 . For a more complete, efficient and truly collect patient opinions and suggestions to optimize patient satisfaction testing methods is imperative.
To this end, the leadership of the Party Committee Publicity Department of the hospital culture to explore new technologies, new ways of using the patient satisfaction survey, the first artificial intelligence (AI) assessment tools used in discharged patients satisfaction survey work, thus forming a large data analysis reports to help doctors more accurately to hear the voice of the patient. As the first batch of "early heart did not forget, remember our mission" theme educational institutions, Shanghai six homes around the central party committee work for the people "see" and other outstanding issues, to carry out a large survey of patient satisfaction measurement mode, combined with clinical demand optimization. Second, practice and after (a) systematic investigation of the party committee propaganda civilization analyze the problem together with the public reception office on 12345 service hotline, letters visits, outpatient and emergency patient satisfaction survey in the patient’s discussion and analysis. (B) understand artificial intelligence (AI) system-related case evaluation of artificial intelligence (AI) evaluation system in the city only for individual hospitals were followed up for day surgery patients scene.
As can be seen, the basic conditions AI satisfaction survey of human-computer interaction; secondly, in satisfaction survey the scene, there is no precedent for the use of AI, innovative.
(C) study the development of artificial intelligence (AI) 1 satisfaction survey program to develop assessment strategies. Evaluation strategy combines intelligent speech technology, with the hospital information system hospital information after desensitization import patient information, automatically dial by voice assistant discharged patients through telephone terminal, simulated human voice to communicate with each other, including asking a doctor and nurse service, other medical staff such as food service and multi-dimensional problem, taking into account all of the basic process hospitalized patients, answered by the patient satisfaction, more satisfied, in general, are not satisfied or do not understand; and effective information acquisition respondents will answer automatically transcribed speech , after the natural language processing and neural network algorithm artificial speech semantic analysis system is a text recording, automatically it generates the corresponding index information. 2, program design, then surgery.
In the design process, then surgery, considering that most people answer the habit, try to streamline the merger of similar problems, such as a return visit in the letter, "Are you satisfied with this six institutes contacting your ward doctor of medicine doctor treating you?" And "are you satisfied with this six institutes contacting your ward doctor doctor treating the attitude it?" merged into two questions, "are you satisfied with this contact with six institutes ward doctors treating doctor for your medical skills and attitude ? ", similar problems after the merger, the entire telephone interviews survey control within minutes of talk time, ensure that the entire conversation, then surgery smooth and streamlined. (D) technology platform to build and perfect the details of an independent set of telephone access.
In order to improve patient and answering rate to ensure data security, application-specific hospital phone number with Caller ID to the telecommunications company, to enable patients to answer the phone at the time, reassure telephone fraud, improved answering rate.
At the same time, the telephone number for the special assessment to ensure the security of the data collection. 2, pay attention to the protection of patient privacy.
Artificial Intelligence (AI) Satisfaction visit involves importing patient information, export, of which the protection of patient privacy issues are hospital attaches great importance to guard against risk, through legal means and outgoing telephone companies signed a confidentiality agreement related to both protect patient information integrity, but also to protect patient information security and data security.
(E) issued a notice to do publicity campaigns to inform preparation of the Civilization inform all those responsible wards, be sure of its mission at the time of hospital discharge, the patient will be informed by telephone satisfaction survey over a period of time, try to keep the phone is switched on standby. Patients first call not on, it will re-dial the second day in the selection and development of leaflets as a reminder.