The world is changing because the big data age is in full force today. Big data relates to data and information that cannot be managed or analyze using traditional procedures or tools (Paul, Chris, Dirk, Thomas and George). More and more organization and businesses today are facing big data challenges. They produce a wealth of information but they have no idea to get the value out of it. All the data they produce are unstructured or is raw, as result, many organization have no idea whether the data is worth keeping. There are a lot of great things we can do with big data such as to know customer satisfaction. By generate results by mining big data, healthcare companies able to predict which item or services that satisfied their patient the most.
Healthcare providers seek to differentiate themselves by supplying outstanding patient outcomes, patient satisfaction and patient experience from patient’s reports (oracle, 2016). They must carry out services in a predictable and safe manner to analyst that develop new business models that may help to improve patient’s satisfaction towards the specific healthcare provider. Therefore, predictive analytic are the main role in developing for such changes. Furthermore, predictive analytic are occasionally used to predict whether recent trends will continue and potential implications. From here, healthcare provider able to improve quality of care and outcomes and better management of facilities, staffing, supplies and equipment to improve their customer satisfaction.
According to Dr James Merlino, using patient’s comments, and anecdotes to further improve their knowledge on customer perceptions. The hospital were surprised to discover that on the scale of what is most important that affect patient’s satisfaction. As results, the hospital thought their patient satisfaction scores were low because of terrible wait times before seeing a doctor but instead patients are more concerned about how the hospital workers communicate with them, they want to be treated with respect. Healthcare providers need to put patients first and at the center of everything if they want to improve their patient experience and satisfaction.
Alteryx is a data analytic company, according to George Mathew, the company’s president discuss on how do big data able to improve health care patient satisfaction. Applying analytics to health care organization through marketing, patient behavior, demographics, and population statistics, in result getting result of stronger patient satisfaction. Alteryx clients in the health care commerce are able to include all types of data, combine the data together and integrate predictive, spatial and other analytic in order to discover the answers to deliver better service to patients, predict what patient needs and offer programs and strategies that will increase patient loyalty and satisfactions.
The excellence of patient experience will continuously be improved if a healthcare organization able to rapidly respond through the accurate channels to properly achieve the expectations of its patient. Using software analytic to develop the correct data foundations and metrics and then proactively giving appropriate and related information, is superior. If healthcare organizations want to win patients or customer, they need to know them as individuals. They require to connect and quickly analyze all of the data at that available from their organization, to create keener predictions about their requests and behaviors. By better understanding of patient’s expectations, healthcare organization able to deliver the level of service that will generate growth in satisfaction, increase retention, and turn patients into advocates.
References
Health2con.com. (2016). Improving Customer Satisfaction Through Big Data with George Mathew. [online] Available at: http://www.health2con.com/news/2013/07/19/improving-customer-satisfaction-through-big-data-with-george-mathew/ [Accessed 5 Jun. 2016].
Merlino, J. (2015). How Cleveland Clinic Improved Patient Satisfaction Scores with Data and Analytics. [online] Health Catalyst. Available at: https://www.healthcatalyst.com/how-cleveland-clinic-improve-patient-satisfaction-scores-data-analytics [Accessed 5 Jun. 2016].
Oracle, 2015. Improving Healthcare Provider Performance with Big Data. Architect’s Guide and Reference Architecture Introduction, pp. 1-26.
Zikopoulos, P. (2012). Understanding big data. New York: McGraw-Hill.
Prepared by Kasper Liew
BIG DATA ON HEALTHCARE 