An Intelligent System for Classifying Patient Complaints Using Machine Learning and Natural Language Processing: Development and Validation Study.

ABSTRACT:

Background

Accurate classification of patient complaints is crucial for enhancing patient satisfaction management in health care settings. Traditional manual methods for categorizing complaints often lack efficiency and precision. Thus, there is a growing demand for advanced and automated approaches to streamline the classification process.

Objective

This study aimed to develop and validate an intelligent system for automatically classifying patient complaints using machine learning (ML) and natural language processing (NLP) techniques.

Methods

An ML-based NLP technology was proposed to extract frequently occurring dissatisfactory words related to departments, staff, and key treatment procedures. A dataset containing 1465 complaint records from 2019 to 2023 was used f

SUBMITTER: Li X 

PROVIDER: S-EPMC11754990 | biostudies-literature | 2025 Jan

REPOSITORIES: biostudies-literature