An Intelligent System for Classifying Patient Complaints Using Machine Learning and Natural Language Processing: Development and Validation Study
The NLP-driven SVM algorithm demonstrates effective classification performance in automatically categorizing patient complaint texts. It showed superior performance in both internal and external test sets for communication and management problems. However, caution is advised when using it for classifying sense of responsibility complaints. This approach holds promises for implementation in medical institutions with high complaint volumes and limited resources for addressing patient feedback.
Authors
- Jinhu Wang (ORCID: https://orcid.org/0000-0002-7749-2475)
- Gang Yu (ORCID: https://orcid.org/0000-0001-9935-9969)
- Qiang Shu (ORCID: https://orcid.org/0000-0002-4106-6255)
- Xiadong Li (ORCID: https://orcid.org/0000-0002-9956-9111)
- Canhong Kong
- Xiaomin Lou
- Xin Fang
- Gang Li (ORCID: https://orcid.org/0009-0007-4449-9519)
Institutions
- Zhejiang Cancer Hospital (CN)
- Affiliated Hospital of Hangzhou Normal University (CN)
- Children's Hospital of Zhejiang University (CN)
- Hangzhou Red Cross Hospital (CN)
- Hangzhou Cancer Hospital (CN)
Publication Details
- Journal
- Journal of Medical Internet Research
- Published
- 2024-11-04
- DOI
- https://doi.org/10.2196/55721
- Citations
- 14
- Primary Topic
- Artificial Intelligence in Law
- Type
- article
- Field-Weighted Citation Impact
- 31.24