The invention/new method, is to be used in hospitals and health institution, as a patient experience management system to, based on patients’ opinions of the services and treatments they got, measure, score, analyze, prioritize, cause detect, and troubleshoot/solve patient experience and performance related to patient experience.

Background of the Invention Hospitals and health institution are centers where patients get treatment. Health is the most important need for mankind. In the recent years, as a result of the consumerism life style, an increase in health-related problems is documented. As a result of the of this increase, hospitals are getting crowded and a drop in the quality of services is likely to happen. To prevent this drop, hospitals continuously measure patient experience and detect the drops in quality, then try to redesign the processes improving the conditions and removing factors that lead to reducing quality of services. The invention in this description is a system that measures the patient experience to be used in hospitals and health institution.

In the current techniques, to measure the patient experience, the patient is requested to give a score to the service in form of average index score (0-100, 0-10, 0-5). This way the patients’ responses are recorded and quality of service is measured. This method results in more generalized measurement that may not represent the true problem or indicate the proper solution (e.g. average score of patients waiting time is 60%, this does not represent the actual waiting time nor the reasons of delays, thus does not indicate what actions to be taken to improve patient experience)

In the current techniques, the patient experience measurement systems obtain patient opinions and evaluations using classic forms of which the responses are used to score. These forms may not be accurate in measuring the patient experience.

Most of the current patient experience measurement systems do not use artificial intelligence for analysis, which may result in human errors.

In the current patient experience measurement systems, patients are asked to evaluate only the outcomes of the services, without evaluating the processes of these services (e.g. patient is asked to evaluate the appointment service not the accessibility of the appointments, the requirements of the appointment, the date of nearest appointment, the helpfulness of the staff, the options given etc.) however, patient experience systems should measure the processes in each step the patient goes through from requesting an appointment or arriving at the hospital till the patient is treated and followed up including the duration of each of these steps.

The current patient experience measurement systems, the responses are taken from a preset number of patient sample (e.g. 30 patients per month) regardless of the number in patient population, which may result in statistical inaccuracy.

Finally, there is a need for a patient experience management system that overcomes the flaws in the current measurement systems. Brief Description of the Invention:

The invention is a patient experience management system that overcomes the flaws and shortages of the current measurement systems in addition to adding new advantages.

The aim of the invention is to manage the patient experience measurement using the Coefficient of Variation (CV) for the first time as patient experience management tool.

The invention aims also to use multiple tools at once to manage the patient experience measurement, analysis, and solution. These tools are 1 ) average index score, 2) Coefficient of Variation, 3) occurrence pattern or Emax and Emin (the percentage of top and bottom responses), and 4) the trending from previous result. By using all 4 of these tools together in a formula to measure the patient experience results, is a new methodology.

The invention also aims, by using artificial intelligence matrices, to be a new patient experience management system that reduces human error, detects even the smallest of changes, detects tendencies and trends, understands problems, and warns about possible outcomes.

The inventios aims as well, by using the Coefficient of Variation (CV), to detect personnel vs systematic errors, decide the level of personnel engagement needed in solutions, detect temporary vs long term performance fluctuations, detect fake vs real reporting, detect changes in performance continuity even when scores are similar, detect changes in performance continuity even when scores are lower or higher, compare differences in performance between periods regardless of score, and thus becoming a new methodology in management of patient experience. The invention aims as well, to be a new patient experience management system that measures the processes in each step of patient experience touch points as well as the outcome of these processes. The above mentioned and described in details below invention is to be used in hospitals and health institution to manage patient experience with all the processes and touch points by reviewing patients’ responses to questionnaires and score performance, analyze responses, report performance, detect problems and troubleshoot. The characteristics of this patient experience management system are: providing a thorough questionnaire covering all processes and touchpoints to the patients of any health institution, obtaining patients’ responses, obtaining results from the entries, scoring the performance, analyzing the responses, using Coefficient of Variation in analyzing responses, using occurrence pattern analysis, trending analysis, detecting causes of performance score, and providing troubleshooting for performance problems.

Brief Description Of The Drawings

The invention will be described in the enclosed objects, to make it clearer and more understandable. This is not to limit the invention to be used only in this way, on the contrary, the invention is to be used by the enclosed requests in any alternative, different, or equivalent forms. The shown objects are to clarify the suggested method of use for the system and to show the logic behind its rules and to objectify the variables.

In this draw; figure-1 patient experience management system invention view.

To help understand the invention, the attached drawings are defined as follows in numbering manner with the corresponding names of each number: Description of References

1. Patient experience management system

10. Patient

20. Questionnaire

30. Server (via phone call, direct contact, SMS, or Email)

31. Artificial Intelligence based matrix

40. Hospital and health institution Detailed Description of the Invention

In this detailed description, the patient experience management system (1 ), shown only to aid understanding, without being limited to this. This description elaborates, the patient experience management system (1 ) used by hospitals and health institution (40), based on patient(s) (10) opinions of provided services and processes, for scoring, analyzing, reporting, performance detecting, and solutions suggesting and prioritizing.

In fig-1 , the invention in this description, the patient experience management system (1 ) is shown. According to the drawings in object-1 , the patient experience management system (1 ), the patient(s) (10) defines the patients who use services and treatments in hospitals and healt institution (40) that use the patient experience management system (1 ). A thorough questionnaire (20) that covers all the processes and touchpoints is applied to patient(s) (10) in the hospitals and health institution (40). The responses that patient(s) (10) give to the thorough questionnaires (20) are entered in the server (30) to be processed by the Artificial Intelligence based matrix (31 ) to report score, Coefficient of Variation, occurrence pattern, and trending. The Artificial Intelligence based matrix (31 ) analyzes these reports and detects performance variations and detects causes and suggests solutions, and prioritizes. For example, for a certain procedure it may detect that the staff count is low and suggest increasing staff count. In the continuation of this, the Artificial Intelligence based matrix (31 ) analysis results are fed through the server (30) to the hospitals and health institution (40) in agreed intervals (i.e. real-time, weekly or monthly).

The patient experience management system (1 ) works in the following way: patient(s) (10) contact details are obtained from hospitals and health institution (40) that the patient(s) (10) visited and been treated in. those patient(s) (10) are then contacted and asked about their opinions about the services they got in the hospitals and health institution (40) by answering a thorough questionnaire (20). Those patient(s) (10) responses are entered to the server (30) to be analyzed by the Artificial Intelligence based matrix (31 ), which reports patient(s) (10) responses score, Coefficient of Variation, occurrence patterns, and trending. The Artificial Intelligence based matrix (31 ) analyzes these data to report performance, detect causes of performance alterations, and suggest solutions and prioritizes. The results are then fed through the server (30) to hospitals and health institution (40) on agreed intervals 9i.e. real-time, weekly, monthly, etc.)