Proving the Business Case for the Internet of Things

NarrativeDx awarded patent for AI in patient feedback

Steve Rogerson
May 7, 2019
The US Patent Office has awarded Texas-based NarrativeDx a patent that covers the use of artificial intelligence (AI) to identify actionable insights from multiple streams of real-time patient feedback.
This is the second patent issued to NarrativeDx and represents the company's work in advancing the fields of AI and patient experience. In can be used on top of Consumer Assessment of Healthcare Providers & Systems (CAHPS) surveys.
"Today's healthcare leaders are relying on real-time sources of patient feedback in addition to traditional CAHPS surveys," said Kyle Robertson, co-founder and CEO of NarrativeDx. "Our clients leverage multiple streams of feedback such as text message and electronic surveys, rounding tools, grievances and social media, in addition to mailed surveys. Our unique ability to separate the signal from the noise across multiple streams of feedback, in real time, has proven to be a game changer for our clients. This success in driving transformation has fuelled our rapid growth."
US Patent Number 10,261,992 covers NarrativeDx's AI technology that uses natural language processing and machine learning to combine and understand patient feedback from various sources in real time. NarrativeDx provides actionable insights that identify specific opportunities to improve patient satisfaction scores, boost referrals and increase employee engagement.
"To create actionable insights from patient comments, it's not enough to simply identify if a comment is positive or negative," said Tad Turpen, chief data scientist at NarrativeDx. "We understand both the context of these data streams and the best ways to present insights so they are easily consumable by today's healthcare leaders. This is why we have had such success in driving change."
The company has experienced significant growth and received investment from health systems such as Cedars-Sinai Health System, Christiana Care Health System and the Texas Medical Center. It has helped it clients generate results, such as:

  • 21 CAHPS measures improved in 90 days;
  • 30% increase in likelihood to recommend scores;
  • $400,000 increase in value-based purchasing;
  • 90% reduction in lab wait times; and
  • 9% increase in referral volume.
NarrativeDx uses AI to identify actionable insights from patient and provider feedback to improve patient satisfaction scores, increase operational efficiency and decrease employee turnover. It helps healthcare leaders go beyond survey scores by analysing comments from satisfaction surveys, grievances, online reviews and employee engagement surveys to provide experiences that can drive improvement in financial performance.