Adoreboard, the creator of Emotion AI technology Emotics, is one of the 300 new partners recently added to the Qualtrics Partner Network in the past 12 months.
It is no question that the coronavirus can be overwhelming and cause strong emotions in people of any age. The anxiety of a new disease coupled with public health actions like social distancing and adapting to remote working, though necessary, can increase mental stress.
Recognising the importance of mental health, most especially to patients in hospitals, Healthscope, a leading private healthcare provider in Australia with 43 hospitals, embraced AI technology to better understand patients’ emotions in the time of COVID-19. The Melbourne-based company tapped Adoreboard, a leader in emotion analytics for Human Experience measurement, to deploy an emotion AI technology for healthcare improvement and better patient experience.
Emotics’ Qualtrics Integration
Adoreboard’s emotion AI technology Emotics captures real-time patient feedback, which is automatically integrated into the platform, through Qualtrics. Emotics’ algorithms can detect 24 levels of emotional intensity and can detect recurring themes that trigger emotions such as Joy or Anger.
The intelligence gathered from the platform empowers Healthscope to strategise and prioritise actions to take.
Adoreboard, a Gartner Cool Vendor in Customer Analytics using Artificial Intelligence, has been recently made available on the Qualtrics XM Marketplace for all Qualtrics customers who want to create decision-ready insights from their experience data. The integration of Adoreboard’s Emotics with Qualtrics promises to upgrade experience (EX) management with advanced text analysis and emotion AI.
Key Insights
Leveraging Adoreboard’s Emotics, Healthscope was able to analyse the comments submitted by patients concerning the pandemic and general patient care. Below are some of the critical insights the AI identified:
- A 33{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} increase in apprehension across all hospitals was reported during the lockdown
- 12.5{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} of all COVID-19 related comments expressed concerns around social distancing in areas such as patient lifts
- A 30{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} increase in sadness was seen in terms of the need for multi-language signage
- A 33{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} reduction in patient’s trust and an 88{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} increase in sadness when blood-monitoring cuffs are fitted wrongly, causing discomfort to patients. Addressing this issue would increase the patient experience satisfaction levels by 18{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd}.
- For patients’ pre-surgery concerns, simple changes to waiting room experience would result in a 16{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} increase in NPS
Embracing AI Technology for Healthcare Improvement
Jeffrey Woods, National Patient Experience Manager at Healthscope, stressed the importance of relating to human emotions being in the business of human caring. Commending Adoreboard’s AI platform, he said:
“Adoreboard’s Emotics helps our frontline staff connect the dots in far more meaningful and empathetic ways. This improves speed to insight and ultimately the patient outcome by enabling us to prioritise decisions based on emotional intensity in any feedback.”
Based on the platform’s analysis, Healthscope was able to take swift action on the ground such as rolling out innovative signage on social distancing instructions on thousands of meal trays across all hospitals with social distancing messaging for patients in multiple languages.
“Our software platform Emotics is making it easier and faster for Healthscope to prioritise decisions by automatically pinpointing the drivers of emotional intensity. This creates tangible business outcomes by improving Healthscope’s human experience,” said Chris Johnston, CEO of Adoreboard.
Healthscope also has pathology operations across Australia and New Zealand treating 600,000 patients annually, employing over 18,000 staff.
