Leveraging AI to understand care experiences: Insights into physician communication across racial and ethnic groups (8 March 2022)

Summary

Patient satisfaction surveys rely largely on numerical ratings, but applying artificial intelligence (AI) to analyse respondents’ free-text comments can yield deeper insights.

AI presents the ability to reveal insights from large sets of this type of unstructured data. The authors’ analysis here presents AI-enabled insights into what different racial and ethnic groups of patients say about physicians’ courtesy and respect. This analysis illustrates one method of leveraging AI to improve the quality and value of care.