Patient Experience Management (PEM)

Patient Experience Management (PEM) is a method that tries to understand and improve how healthcare services are seen and felt by patients. By implementing PEM strategies, healthcare providers can identify areas for improvement, optimize care delivery, and enhance patient satisfaction, leading to better patient retention and loyalty. PEM projects can include things like programs to get feedback from patients, improvements to services, and training for staff to help build a culture of patient-centered care.

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"Analyzing patient experiences using natural language processing: development and validation of the artificial intelligence patient reported experience measure (AI-PREM)"

This research was conducted by Marieke M. van Buchem, Olaf M. Neve, Ilse M. J. Kant, Ewout W. Steyerberg, Hileen Boosman, and Erik F. Hensen. It was published in the BMC Medical Informatics and Decision Making journal. The study developed and validated the Artificial Intelligence Patient-Reported Experience Measures (AI-PREM) tool, which consists of a new, open-ended questionnaire, a natural language processing pipeline to analyze the answers using sentiment analysis and topic modeling, and a visualization to guide physicians through the results. The AI-PREM tool was found to be a comprehensive method that combines a validated, open-ended questionnaire with a well-performing NLP pipeline and visualization.

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