SBIR Phase II: Software for Developing Consumer-Driven Health Care Solutions

小型企业创新研究(SBIR)第二阶段项目的更广泛影响/商业潜力是，该技术为医疗保健系统提供了非常准确的视角，了解他们的患者在医疗保健期间经历的情况-哪些进展顺利，重要的是，哪些具体问题让患者感到沮丧。有了这一洞察力，提供商能够快速高效地解决问题。患者在决定在哪里接受治疗方面越来越积极。随着医疗支出的下降，医疗服务提供者发现自己在争夺病人。为了吸引患者并推动市场份额，卫生系统不仅必须提供出色的临床护理，还必须提供积极的患者体验。在医疗保健方面遇到负面影响的患者通常会选择去其他地方。这个小企业创新研究(SBIR)第二阶段项目满足了行业对如何快速有效地改善患者体验的更好洞察的需求。医疗保健领域的常规调查未能提供服务失败的细节。该公司的软件超越了目前的文本分析解决方案，根据患者表达的想法和情绪自动对患者反馈进行分类。这些结果被转换为精确的分析并显示在仪表板上，因此一线经理可以快速识别问题并快速改善患者体验。此前，该公司通过关注少数几家供应商来展示其软件的技术可行性。这项研究将改进软件，使其能够分析广泛的医疗保健组织的患者反馈。哪些运营变化将对患者忠诚度和市场份额产生最大的积极影响？这个项目的结果将为广泛的医疗保健组织回答这个问题。这个奖项反映了NSF的法定使命，并通过使用基金会的智力优势和更广泛的影响审查标准进行评估，被认为值得支持。

The broader impact/commercial potential of this Small Business Innovation Research (SBIR) Phase II project is that the technology provides health care systems with a very accurate view of what their patients experience during health care encounters - what is going well and importantly, what specific problems are frustrating patients. With this insight, providers are able to quickly and efficiently resolve issues. Patients are increasingly active in deciding where they receive care. As health care spending declines, providers find themselves competing for patients. To attract patients and drive market share, health systems must deliver not just excellent clinical care but also positive patient experiences. Patients that have a negative health care encounter often choose to go elsewhere. When they do, providers lose margin.This Small Business Innovation Research (SBIR) Phase II project addresses the industry need for better insight on how to quickly and efficiently improve patient experiences. Surveys which are the norm in health care fail to deliver service failure details. The company's software goes beyond current text analysis solutions by automating the classification of patient feedback based on the ideas and sentiment expressed by patients. These results are converted into precise analytics and displayed in dashboards so front-line managers can quickly identify problems and make rapid improvements in patient experiences. Previously the company demonstrated the technical feasibility of its software by focusing on a narrow set of providers. This research will refine the software so that it is capable of analyzing patient feedback across a wide range of health care organizations. What operational changes will have the greatest, positive impact on patient loyalty and market share? Results from this project will answer that question for a broad range of health care organizations.This award reflects NSF's statutory mission and has been deemed worthy of support through evaluation using the Foundation's intellectual merit and broader impacts review criteria.