AI is being used to understand patients' emotions to help detect breaches in 
COVID-19 across 43 Healthscope hospitals in Australia with the deployment of 
Emotion AI technology Adoreboard.

As hospitals wrestle with the challenge of COVID-19, Healthscope a leading 
private healthcare provider, with 43 private hospitals across Australia and New 
Zealand treating 600,000 patients annually, has turned to Emotion AI platform 
Adoreboard [http://www.adoreboard.com/] to understand patient emotions.

Insights by Healthscope using Adoreboard shows that apprehension spiked by 33% 
during the lockdown period as patients came to terms with the pandemic with 
12.5% of all COVID-19 related comments expressed concerns around social 
distancing in areas such as hospital lifts.  

It also pinpointed the need for multi-language signage with this issue alone 
driving patient sadness by 30%. In response, Healthscope's patient experience 
and communications team rolled out innovative signage on social distancing 
instructions on thousands of meal trays across all hospitals with social 
distancing messaging for patients in multiple languages. A week after 
implementing the modifications they saw the positive changes in the patient 
feedback through the Emotion AI technology.

The software works by automatically integrating patient feedback from Qualtrics 
into Adoreboard's Emotics platform which can detect 24 levels of emotional 
intensity. Adoreboard's AI can detect recurring themes that trigger emotions 
such as Joy or Anger which in turn helps Healthscope prioritise what actions to 
take.

Jeffrey Woods, National Patient Experience Manager at Healthscope 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. The best in human experience should be at the heart 
of healthcare and that's why we use Adoreboard."

The technology has also been deployed to detect other issues impacting patient 
experience by providing predictions on the outcome on its patient experience 
metrics if resolved. 

One such issue was the impact of blood monitoring cuffs which if fitted wrongly 
can cause discomfort to a patient's arm. The AI identified this issue reduced 
patient trust by 33% and increased sadness by 88%. The analysis showed by 
fixing this issue gains in satisfaction levels of patient experience would 
increase by 18%.

Adoreboard is a Gartner Cool Vendor in Customer Analytics using AI.

Source: Adoreboard