Definitions of categories and sentiment

Topic & sentiment analysis

The InsiderCX platform, integrated with advanced AI tools, enables a detailed analysis of written patient comments collected through a patient experience survey. A reminder: this refers to the second question in the survey, which includes an "open field" for free-form written comments.

Each text comment is first divided into segments, or "tokens." Tokens are meaningful units within an individual comment, segmented according to natural language characteristics such as punctuation, conjunctions, topic changes, or context shifts.

Each token is then categorized according to predefined topic categories (list below) and then assigned a sentiment score. The sentiment of a token can be:

Positive
Neutral
Negative

Thematic categories and their definitions:

1
Administrative staff / reception
Comments related to experiences with administrative staff on-site. Professionalism, friendliness, and efficiency in handling patient inquiries, scheduling appointments, and paperwork.
2
Pricing and billing
Clarity, transparency, and accuracy in billing and price communication.
3
Communication
Includes all aspects of communication not covered by other categories.
4
Quality of care
Overall impression of the standard of medical care provided.
5
Physician
Satisfaction with medical care, expertise, and the physician's approach, including aspects of communication such as clarity, empathy, and personal engagement.
6
Treatment and outcomes
Medical procedures performed and their results and effectiveness. Includes the success of methods and treatments used for pain relief.
7
Nurses / other medical staff
Mentions of doctors, nurses, and other medical staff.
8
Overall experience
General satisfaction with the clinic visit. Includes comments such as "everything was fine, everything was great," etc.
9
Organization
Comments relating to the organization or level of organization of the facility (e.g., coordination, processes, clinic workflow). Does not include information about staff, appointments, or physical layout.
10
Staff – general
Exclusively for comments about staff that are general in nature (e.g., "staff," "team," "employees," "everyone") with no specific indication of their role or function. If the context allows identification of the specific staff type, a specific category is always assigned.
11
Other
Comments that do not fit any predefined categories or general experience.
12
Post-procedure / post-treatment follow-up
Quality and effectiveness of care following the appointment.
13
Access to information
General information, such as the availability and clarity of data on clinic services and policies. Also includes medical records, ease of access to and management of personal health data, and test results.
14
Access to healtcare
Availability, accessibility, and ease of use of services, including the range of available services, geographic coverage, affordability, and accommodations for special needs.
15
Privacy
Measures to ensure the confidentiality and protection of patients' personal data.
16
Facilities
Quality, cleanliness, and maintenance of the clinic's physical infrastructure, including parking lots, waiting rooms, and consultation rooms.
17
Appointment booking / scheduling process
Ease of contacting the clinic to schedule appointments, flexibility in bookings, and clarity and availability of information related to booking and appointment management. Contacting the clinic through various channels such as phone, email, etc.
18
Appointment punctuality / duration
Primarily refers to waiting time for an appointment. Appointment punctuality refers to adherence to scheduled times. Appointment duration refers to the actual time spent on consultations — whether the duration of consultations is appropriate to the medical issue.
19
Comfort
Personal impression of comfort in the clinic, including comfort while waiting, room temperature, décor, etc.