Empowered Patient Podcast Tapping into the Wisdom of Patients by Real-Time Analysis of Posted Healthcare Comments with Dr. Mark Lomax PEP Health
Dr. Mark Lomax, CEO of PEP Health, a new way to listen to the patient's voice. PEP, the Patient Experience Platform, collects and analyzes patient comments from various digital platforms to gain insights into the quality of care provided by healthcare organizations. Using AI to interpret and understand the sentiment of the comments, the company is providing real-time data that can help organizations make better management decisions and improve patient care. The technology can also be used for risk management and early detection of problems within healthcare facilities to improve patient safety and outcomes.
Mark explains, "We've got a few arms to it, but the fundamental part of what we do is collect all the comments that patients might post anywhere on the digital landscape from social media, online review sites, doctor review platform sites. We aggregate it all together and then make sense of it so that we can listen to a whole population. We listen to the whole US, and every location, every hospital, and every clinic that sits within the US. We are listening in real time with our technology. That's exciting because then it goes onto a ton of different insights and new ways of understanding good and bad care and why there is good and bad care in different places. We do all of that because, fundamentally, we want to improve the patient experience. Our mission at PEP Health is to enable organizations and individuals to make better choices so that care gets better for patients."
"What is underpinning it is a science, a psychology science called the wisdom of crowds. We call it the wisdom of patients, and for every few that might be a bit off on the needle, most people can identify what's good and bad about healthcare, giving us the truth. It helps us zone in on what matters. This has been validated for a number of different tools now so that we know the insights we derive matter, and that's great for people when they come to use it."
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