Exploring Drivers of Patient Satisfaction Using a Random Forest Algorithm

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Exploring Drivers of Patient Satisfaction Using a Random Forest Algorithm Simsekler et al. BMC Med Inform Decis Mak (2021) 21:157 https://doi.org/10.1186/s12911-021-01519-5 RESEARCH ARTICLE Open Access Exploring drivers of patient satisfaction using a random forest algorithm Mecit Can Emre Simsekler1* , Noura Hamed Alhashmi1, Elie Azar1, Nelson King1, Rana Adel Mahmoud Ali Luqman2 and Abdalla Al Mulla2 Abstract Background: Patient satisfaction is a multi-dimensional concept that provides insights into various quality aspects in healthcare. Although earlier studies identifed a range of patient and provider-related determinants, their relative importance to patient satisfaction remains unclear. Methods: We used a tree-based machine-learning algorithm, random forests, to estimate relationships between patient and provider-related determinants and satisfaction level in two of the main patient journey stages, registra- tion and consultation, through survey data from 411 patients at a hospital in Abu Dhabi, UAE. Radar charts were also generated to determine which type of questions—demographics, time, behaviour, and procedure—infuence patient satisfaction. Results: Our results showed that the ‘age’ attribute, a patient-related determinant, is the leading driver of patient satisfaction in both stages. ‘Total time taken for registration’ and ‘attentiveness and knowledge of the doctor/physician while listening to your queries’ are the leading provider-related determinants in each model developed for registra- tion and consultation stages, respectively. The radar charts revealed that ‘demographics’ are the most infuential type in the registration stage, whereas ‘behaviour’ is the most infuential in the consultation stage. Conclusions: Generating valuable results, the random forest model provides signifcant insights on the relative importance of diferent determinants to overall patient satisfaction. Healthcare practitioners, managers and research- ers can beneft from applying the model for prediction and feature importance analysis in their particular healthcare settings and areas of their concern. Keywords: Patient satisfaction, Quality, Healthcare operations, Patient experience, Random forests, Data analytics, Machine learning Background interpersonal behaviour [4, 5]. Earlier studies showed Patient satisfaction that higher patient satisfaction with health services has Patient satisfaction has gained signifcant attention as positive impacts [1, 6], resulted in better health outcomes a critical component of health service quality [1–3]. and recommendations of the hospital services to others Patients are regarded as the best candidates for provid- [7]. ing vital source of information about the care received, Although many studies evaluated patient satisfaction the possible barriers to obtaining care and the providers’ in the literature, it still remains difcult to identify the determining factors of this multi-dimensional concept. *Correspondence: [email protected] Te concept involves a range of factors varied consid- 1 Department of Industrial and Systems Engineering, Khalifa University erably across the literature [2, 8–12]. Further, there is of Science and Technology, P.O. Box 127788, Abu Dhabi, UAE an absence of an absolute consensus on the theoretical Full list of author information is available at the end of the article © The Author(s) 2021. Open Access This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article’s Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article’s Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http:// creat iveco mmons. org/ licen ses/ by/4. 0/. The Creative Commons Public Domain Dedication waiver (http:// creat iveco mmons. org/ publi cdoma in/ zero/1. 0/) applies to the data made available in this article, unless otherwise stated in a credit line to the data. Simsekler et al. BMC Med Inform Decis Mak (2021) 21:157 Page 2 of 9 framework of patient satisfaction [13, 14]. Terefore, Study aims identifying which set of determinants drive patient satis- Tis study aims to evaluate patient satisfaction by rank- faction is still debatable. Tis great diversity in potential ing the importance of patient and provider-related drivers of patient satisfaction leads to multiple dimen- determinants in two of the common patient journey sions in measurement studies, which reduces the ability stages, registration (check-in) and consultation pro- to compare them and draw meaningful conclusions [1]. cess, using a random forest algorithm. Even though Further, there are limited methodological tools and mod- many hospitals have developed programs and patient els measuring patient satisfaction [1, 15]. satisfaction surveys to assess the quality of health ser- Surveys are commonly used tools in assessing patient vices, limited research is available capturing determi- satisfaction [7, 16]. Tey help capture patient judgments nants afecting patient satisfaction in diferent patient about the received health service [17]. Despite numerous journey stages. Terefore, this research is designated studies that have either developed new surveys to evalu- to explore this matter using patient satisfaction survey ate patient satisfaction or adjusted existing ones [18, 19], data provided by a hospital in the UAE. Te research further research is required to consider all potential fac- focuses on understanding patient satisfaction drivers, tors, including patient and provider-related determinants which fall within four types of questions: demographic, [1]. Moreover, the multi-dimensional satisfaction deter- time, procedural, and behavioural related questions. minants, with possible interactions between each other, Understanding such drivers will help identify impor- and their association with patient satisfaction, might not tant features; therefore, potential areas for improve- be well understood in this research context using cur- ment in healthcare quality research and practice. rently available tools. However, machine learning tools, such as tree-based ensemble learning algorithms, may provide opportunities with feature importance analysis Methods and prediction capabilities to better evaluate patient sat- Data source isfaction determinants throughout the patient journey. In this study, retrospective and de-identifed patient satisfaction survey data are collected from a hospital in Abu Dhabi, UAE. In total, 411 patients participated Random forests in the survey and were asked to rate their experience Te use of artifcial intelligence (AI) and machine learn- throughout their hospital journey. Data from two com- ing (ML) algorithms has gained a growing awareness in mon journey stages are included in this study: (1) regis- various domains and industries [20–22], including the tration as a non-clinical stage; and (2) consultation as a healthcare industry [23, 24]. As a subset of ML, tree- clinical stage in the patient journey. Each section includes based algorithms also gained particular attention with a set of questions that fall into fve main categories: (1) their realistic and easy-to-interpret results [25–27]. demographics, such as nationality, gender, age as well as Tese tools’ contribution has been notably recognized their visit type (e.g., new patient or established patient), with their prediction accuracy and handling interactions (2) time-related questions, (3) behaviour-related ques- in big data sets automatically, even if large covariates are tions, (4) procedure-related questions, and a question on present [25]. (5) overall satisfaction in relevant patient journey stages. As a non-parametric ensemble method, random forests While demographics represent patient-related determi- (RFs) has gained popularity in dealing with regression nants, time, behaviour and procedure questions repre- and classifcation problems [28, 29]. Te RFs develops sent provider-related determinants. Te questions are many decision trees [30, 31] using a random subset of mainly fve-Likert-style survey items, asking how satis- variables obtained independently and with replacement fed patients are and illustrating the following scale: not from the original dataset [27, 32]. One of the important at all (1), not (2), neutral (3), somewhat (4), extremely (5). features of the RFs is the built-in feature importance functionality that helps rank the independent variable regarding their importance to the outcome variable, Procedure which adds value in data analysis [27, 33]. Encouraging In this study, the chosen data analysis method is RFs, results in both empirical [34, 35] and theoretical [36] while employing Python as the programming language. studies have been conducted in various domains, includ- Table 1 describes the libraries used in the proposed algo- ing healthcare [37, 38]. Although RFs have merits in data rithm implementation. analytics with various functions on multiple datasets, Two models, Model 1 and Model 2, are developed for their implementation is limited in the patient satisfaction each patient journey stage
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