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Title: A text-mining based approach to capturing the NHS patient experience
Other Titles: A text mining based approach to capturing the NHS patient experience
Authors: Bahja, Mohammed
Advisors: Lycett, M
Bell, D
Al Madhoun, M
Keywords: Sentiment analysis;Dependency parsing;Machine learning;Topic modelling;Design science research
Issue Date: 2017
Publisher: Brunel University London
Abstract: An important issue for healthcare service providers is to achieve high levels of patient satisfaction. Collecting patient feedback about their experience in hospital enables providers to analyse their performance in terms of the levels of satisfaction and to identify the strengths and limitations of their service delivery. A common method of collecting patient feedback is via online portals and the forums of the service provider, where the patients can rate and comment about the service received. A challenge in analysing patient experience collected via online portals is that the amount of data can be huge and hence, prohibitive to analyse manually. In this thesis, an automated approach to patient experience analysis via Sentiment Analysis, Topic Modelling, and Dependency Parsing methods is presented. The patient experience data collected from the National Health Service (NHS) online portal in the United Kingdom is analysed in the study to understand this experience. The study was carried out in three iterations: (1) In the first, the Sentiment Analysis method was applied, which identified whether a given patient feedback item was positive or negative. (2) The second iteration involved applying Topic Modelling methods to identify automatically themes and topics from the patient feedback. Further, the outcomes of the Sentiment Analysis study from the first iteration were utilised to identify the patient sentiment regarding the topic being discussed in a given comment. (3) In the third iteration of the study, Dependency Parsing methods were employed for each patient feedback item and the topics identified. A method was devised to summarise the reason for a particular sentiment about each of the identified topics. The outcomes of the study demonstrate that text-mining methods can be effectively utilised to identify patients’ sentiment in their feedback as well as to identify the themes and topics discussed in it. The approach presented in the study was proven capable of effectively automatically analysing the NHS patient feedback database. Specifically, it can provide an overview of the positive and negative sentiment rate, identify the frequently discussed topics and summarise individual patient feedback items. Moreover, an API visualisation tool is introduced to make the outcomes more accessible to the health care providers.
Description: This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University London
Appears in Collections:Computer Science
Dept of Computer Science Theses

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