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Artificial Intelligence Revitalizing Trust Among Urgent Care Patients

Posted By GMR Web Team, Thursday, March 8, 2018
Updated: Tuesday, July 24, 2018

Artificial Intelligence (AI) has propelled advancements in detection, diagnosis, management, and prevention of chronic and life-threatening diseases. However, that's a subject for medical researchers and higher-end medical service providers, or for specialists. For urgent care providers and other physicians, AI is working on a more ground-level approach to increase patient care and experience. One of those ground works is providers taking use of AI in conducting sentiment analysis of their patients.  

But what is sentiment analysis, and how is it helping urgent care providers in improving patients' trust?



Sentiment Analysis & Patient Trust


Sentiment analysis (for healthcare) is about systematically analyzing patients' issues and opinions to determine their feelings and emotions about the overall quality of a doctor’s care. It works by identifying and categorizing patient opinions expressed through written texts, such as reviews and survey responses. For that, it breaks textual comments into their components and classifies them according to topic, meaning, and their intensity (high, medium, or low).

For urgent care providers, who often struggle to provide enough time to individual patients because of higher patient visits, sentiment analysis presents a unique opportunity to understand emotions of a singular patient or of all the patients collectively regarding their visits, and solve the issues associated with it, if any. This approach of understanding your patients' emotions and solving issues based on these emotions goes a long way in improving the trust among your patients.

All you have to do is to ask your patients to take a quick survey following their visit. Everything else is taken care of by AI-powered sentiment analysis software.

This AI technology facilitates patients by navigating them through the review writing process, and does the sentiment analysis task for you. The process takes care of the patients’ comfort in the following ways:


  • Does not directly confront them and badger them with questions

  • Lets them openly share their thoughts and feelings

  • Allows them to make the effort in their own free time and from anywhere

  • Protects their privacy by revealing their identity to only the problem solvers (doctors and practice managers)

  • Never shares the content on any platform unless permitted by the patient


The sentiment analysis survey:


Our survey of over 3,930 urgent care patients revealed that happiness, anger, trust, anticipation, sadness, and disgust were the typical emotions felt by them. The sentiment analysis software also gave us an insight into the intensity of each emotion (marked as high, medium, or low).  


Sentiment Analysis for Urgent care Patients


Moreover, we were able to compare two separate sets of survey data conducted over two separate periods (Jan'17 - June'17 and Jul'17 - Dec'17) for gaining a better insight into the path of progress. This nuanced understanding of patient sentiment allows for a customized response for each patient, helping to individually solve their issues and improve patient trust and satisfaction.


How Do You Get Started?


Follow the below given steps to get your patient sentiment analysis program up and running:

  • Identify the right AI tool for performing sentiment analysis

The best tool will be the one that does these things for you:


  • Captures the patient comments for you

  • Includes AI technology to process the information for sentiment analysis

  • Allows you to submit inaccuracies so they can teach the algorithm, ultimately improving accuracy

  • Presents the data in a simple and understandable format for you


In your survey, include these questions to elicit responses that can be analyzed for sentiment:

  • Ask about their likelihood of recommending you to their friends/relatives based on their experiences. Let them score you on a scale of 0-5 (most common) or 0-10 (industry standard for calculating net promoter score).

  • Ask to elaborate on their rating or anything else they would want to explain regarding their visit. Provide a comment box for that.


  • Manually compare the results with the actual comments for consistency check

This is a one-time measure to check for the accuracy of your tool. Register different ratings and reviews in it from different test accounts. Try submitting as many as you can. Run the results for several sets of data samples to test accuracy. A good tool will show over 90% consistency with sentiments manually derived from the actual written comments.

You can stop after reaching an accuracy of 90% (the industry standard) and make the tool go live for patients.


  • Train your staff on how they should ask a patient to write a review.

Without reviews, your AI tool is good for nothing. So get your patients to write reviews! 

Avoid directly asking for reviews. Your patients may feel pressured and reprehensive. The idea is to ask in a manner that can actually engage your patients to consider writing a review. 

Train your staff to ask for reviews in the following manner:

  • Ask them as if you are asking for a favor; like making an earnest but polite request

  • Explain that their reviews will help other patients in their decision making

  • Tell them truthfully about the entire process and how much time it'll take

  • Let them know how eagerly you are looking for reading their reviews; it'll give them an assurance that their reviews will be of some value to others

  • Set up performance enhancement programs based on your patients' sentiment and its intensity

Based on how your patients were feeling about specific areas of your service, you can set up programs and campaigns focusing on performance improvement on those fronts. For example, if you found bad sentiment regarding staff behavior, you can set up staff training programs to teach them proper ways how to handle patients and their queries.


As an added function, most sentiment analysis tools like OpenText and RepuGen (Disclosure: GMR develops and owns this) allow addressing patient's problems almost as instantly as they register their concerns and also provides the healthcare reputation management services.


Sentiment analysis is like a natural assistant to urgent care providers who don’t have the time to understand each individual patient’s feelings, and thus start losing their trust.

Tags:  Artificial Intelligence for Urgent Care Centers  Patient Sentiment Analysis 

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