“To be useful to health, it must be more democratic”

When AI helps patients be heard

Measuring care outcomes and the quality of care: these are the objectives of the so-called PROMs and PREMs questionnaires, in particular the e-Satis questionnaire recommended by the HAS and sent to each patient after hospitalization*. Much of the data then collected is not used by the establishments. And yet, couldn’t you let them know what they should keep and improve in the way they operate?

A rhetorical question for the start-up EntendsMoi, founded in October 2021. The young company from Lyon has developed algorithms capable of textually analyzing patients, on a large scale. Specifically, after “feeding” the AI ​​with the data collected by the establishment, authorized healthcare professionals (quality directors, healthcare managers, department heads, etc.) connect to the software, in order to have an overview of trends. that are presented in a personalized panel: hospitalization experience, meal, care, etc. 95%. All teams then have the necessary means to improve certain points and consolidate those already acquired.

“We trained the AI ​​to be able to analyze the sentiment that emerges from each text and classify it by level, from very positive to very negative, performing automatic language processing”describes Guillaume Rousson. “Our tool accompanies the requirement of results demanded by the HAS for health establishments. Improving the patient experience is also often part of the establishment’s strategy. And improving the quality of care requires taking into account the experience of the main stakeholders: patients! »remembers Catherine Cerisey.

VERBATIM.Care has already conquered more than a dozen health establishments in 9 months and is already adaptable to any type of structure for receiving patients: nursing homes, specialized medical centers and also pharmacies.

Motivate health professionals

In this period of profound demotivation of professionals, both in the city and in the hospital, the start-up’s AI intends to change the situation: “By becoming aware of the aspects that were particularly appreciated by several patients, caregivers find meaning in their work”emphasizes Catherine Cerisey, who goes further in the demonstration: “An establishment with a good user experience at the same time demonstrates a good experience on the side of the health professionals: enough to make it attractive to young talent and to make them want to be recruited!” »

A success equation for the EntendsMoi team: “Ethical, human, medical and economic goals are necessarily aligned when the patient experience is truly taken into account. » Thank you AI! A tool at the service of the “patient-caregiver” relationship.

And the ethics in all this?

One aspect that is all the more crucial as the amount of data used is important: “It is fundamental to develop this type of tool involving patients from the beginning: considering them in all phases of the project allows us to avoid certain excesses”, says Guillaume Rousson. For example ? “If the AI ​​is only trained on one aspect in particular, it will induce a bias that will make it less objective and… more humane. Hence the need to integrate the cross-views of patients and health professionals in the processing of this type of data”explains the scientific director of Hear Me.

“Today, we can no longer imagine digital tools without integrating end users from the beginning”continues the director of patient experience. “For AI to be useful for healthcare, it must be more democratic and innovate by partnering with patients. »

By knowing how to decipher the aspects of artificial intelligence that only humans can improve.

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