Using AI to Understand the Patient Voice During the Covid-19 Pandemic

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Responses to Press Ganey patient experience surveys show increasing numbers of comments related to Covid-19. Patients express concerns through primarily negative comments regarding cleanliness and logistics regarding tests and treatments. The artificial intelligence–supported analysis of unstructured text reveals that despite the persistent negative trend in the patients’ experiences of receiving tests and treatments, patients are commenting increasingly positively about their interactions with clinicians as the Covid-19 pandemic continues.

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