United KingdomHealthcare and life sciences2023 – ongoingImperial College Healthcare NHS Trust
NLP analysis of patient feedback
Imperial reported analysing 6,000 patient comments in 15 minutes with NLP
Problem
Patient experience teams collected free-text feedback but lacked the time to analyse it fully. Manual review delayed their response to service problems.
Approach
Imperial developed and piloted a natural language processing algorithm to analyse patient comments. The system was implemented in 9 English NHS trusts, supported by a shared implementation toolkit. Teams used the findings to improve signage and discharge communication.
Results
Takeaway
Faster analysis gave patient experience teams more time to help frontline staff respond to feedback.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The trust-hosted research centre reported implementation across 9 NHS trusts. It compared 15 minutes of automated analysis with 4 days of manual work and described service changes informed by the findings.
Full details are in the original sources.
