The document discusses using qualitative big data and analytics to gain deep insights into healthcare consumers and stakeholders. It outlines how integrating voice of customer data with qualitative big data technology can help measure intangible factors and benchmark patient and staff experiences. This enables innovative solutions by understanding behaviors at a deeper, psycho-emotional level. The presentation provides examples of how qualitative analytics have been used to reduce missed GP appointments and improve hospital staff morale surveys.

1. Future Solutions from Qualitative Big Data
Healthcare Analytics Conference 2014
Dr Avnesh Ratnanesan (Avi)
CEO, Energesse
Leading Innovation in Healthcare and Wellness

2. Agenda
1. The Health ‘Ecosystem’
2. From ‘Patient-Centric’ to ‘Person-Centric’ Care
3. Integrate VOC with Qualitative Big Data Technology
4. Measuring and Benchmarking ‘Intangibles’
5. Deep Insights = Innovative Solutions

3. The Healthcare ‘Ecosystem’ is interdependent
Federal Government
State Government
&
Public Hospitals
Patient/Consumer
Not-for-profit
Aged Care
Research
&
Academia
Private Sector –
PC & Hospitals

4. Consumer Healthcare Experience is Integrated
Federal Government
State Government
&
Hospitals
Aged Care
Research
&
Academia
Patient/Consumer
Private Sector –
PC & Hospitals

5. Thought Leaders across the Ecosystem

6. Future Solutions White Paper
Free Download www.energesse.com/whitepaper

7. High Priority Reform by 2020
Evolve how system is measured & incentivised:
Healthcare Activities ≠ Patient Outcomes

8. Big Data Evolves Thinking on
‘Consumer-Centric’ Healthcare System

9. Converging Data Paradigms in Healthcare
Medical
Problems
1. Basis of scientific research
and Evidence-Based Medicine
2. Clear hierarchy
3. High quality data can take
years and expensive
4. Translating into clinical
practice takes skill,
experience and customisation
5. E.g. Treatment decisions

10. Converging Data Paradigms in Healthcare
Quantitative Data Qualitative Data
What are staff, patients,
stakeholders doing?
Who? How? When? Why?
Why are they doing it?
What? How? When? Who?
Easier for large volumes of data
Identify process pain points
Predict behaviour patterns
Less effective at the “why”
Root causes of behaviour
Why process pain points occur
Large volumes challenging
Subjective interpretation
Management
Problems

11. Emerging Complexity of Healthcare
Data & Smarter Solution Decisions
Management
Problems
Medical
Problems
Quantitative
Big Data
Key Insights and Decision-making require combination of Science +
Data Analytics expertise + Tech
Qualitative
Big Data
Scientific
Studies/
Clinical
Evidence

12. 12
Unlocking Qualitative Data in Healthcare
1. Surveys, Feedback forms,
Questionnaires, Narrative
2.Workshops, Focus Groups,
Meeting transcripts
3. Complaints and e-mails
4. CRM databases, Sales calls
5. Social media – Twitter,
Facebook, Blogs, online
communities
6. News, traditional media

14. Overcoming Limitations in Qual Analysis -
PanSensic Technology
1. ‘Next Gen’ free text algorithm
software with metaphor analysis
2. 14 years development to measure
“INTANGIBLES”
3. Analyses high volume of opinions,
experiences and complaints
4. Deeper meaning, early signals in
engagement, productivity
5. Understand hidden truth behind
consumer behaviours and motivators
- Close the ‘Say/Do’ Gap

15. Neurolinguistics of Metaphors
Research by Zaltmann and Rapaille

16. Web and Social Media
scanning of Patient
Experience (UK)

17. Hospital Patient Pathway Analysis – Frustration pts
47,000 patient experiences analysed
6,110,000 words explaining patient experiences
5136 frustrated patient experiences

18. PanSensic Live Dashboards – Real Time Monitoring
Analyses 5757 Patient Experiences, = 750,000 words
Configured to 14 narrative analytical lenses.
Safeguarding lens - Potential risk of negligence claims or abuse
Trigger alerts and e-mails

19. Hospital Benchmarking of Consumer Perception
Benchmark analysis of 18
UK Healthcare Trusts in
“Special Measures” of Staff
Attitudes
e.g. Compassion
5757 Patient Experiences -
750,000 words

20. Case Study - ‘Did Not Attend’s in GP Appointments

21. Frustration Map – Emotion Analysis of Patients
Patient
Intangible
Needs
under-served
over-served
control
competence
privacy
convenience efficiency
caring
cost flexibility
risk
advice
over- served under- served
Patient Tangible Needs
respect
thoroughness

22. Change Pathway at a Deep Psycho-emotional level
“See how I’m in control?”
“YOU take control”
Result: 40% reduction in DNAs

23. National Health Service (UK) - Hospital Staff Survey
“Tell us in your own words how you are feeling this week?”
Staff morale survey November 2013

24. Emotions Word Cloud For Staff Experiences
Staff morale survey November 2013 24

25. Deep Analysis Staff Anger & Frustration in the
‘System’ – Solution prioritisation

26. ‘Mental Gears’ (Thinking styles) of patient
or staff narrative – tailor communications
E.g. Reasons for seeking medication, consumer drop-off and barriers to adherence.
26
Confidential

27. Benchmarking the ‘Intangibles’ –
Comparing Drugs using Social Media
Emotion lens for all drugs collectively
League table of
positive – negative sentiment

28. Applications for Qualitative Data Solutions
Intelligent
Scraping &
Opportunity
Scanning
Consumer
Journey
Mapping
Analyse Staff
Values &
Culture
Personalise
solutions and
Improve
Products &
Services
Active Journey
Monitoring ,
Dashboards,
Benchmarking

29. PanSensic
Meaningful Insights,
Meaningful
Solutions
Multi-Industry
Validation

30. Summary
Health ‘Ecosystem’ is
interdependent
Evolve ‘Patient-Centric’ to ‘Person-Centric’
Integrate VOC with Qualitative Big Data
Technology
Measure and Benchmark the ‘Intangibles’
Innovative Solutions from Deep Consumer Insights

31. For Complimentary Data Testing &
Distribution Partnerships
Contact
avnesh@energesse.com
Or call + 61 2 8091 0918
Sydney, Australia Head Office
15/17 Newland Street,
Bondi Junction
NSW 2022
+61 2 8091 0918
Los Angeles, USA Office
Oppenheimer Tower
10880 Wilshire Blvd.
Suite #1101
Los Angeles, CA 90024
+ 1 213 814 4194