Partnership
As part of Catalyst’s investment into Engage, a local innovation platform and venture fund, Wellstar subject matter experts interact with some of Atlanta’s top Fortune 500 companies to discuss and source emerging solutions for enterprise platforms. Canvs AI, an Engage portfolio company, was introduced through the partnership focused on bringing start-ups into the Wellstar ecosystem.
In 2023, Canvs AI and Wellstar embarked on a partnership to revolutionize the analysis and utilization of unstructured data within our organization. Unstructured data, also known as raw data, encompasses text, images, videos, audio, social media posts, and more.
This type of data, due to its lack of clear structure and potential for noise, presents a significant challenge for traditional analysis methods. However, it also holds invaluable insights that can significantly enhance our understanding of our customers, markets, and operations.
Health systems face a significant challenge in managing and interpreting the vast amounts of unstructured data collected through open-ended responses at the end of their patient and employee surveys.
For instance, the patient survey asks, “What else would you like to say about your experience?” Responses to this question were often rich in detail but difficult to quantify and analyze using traditional methods.
Not only it’s essential to have a way to measure sentiments of statements like “I love my doctor” or “The waiting room was too cold,” but also a way to correctly quantify statements like “I love my medical team, but the temperature in the office didn’t feel right.”
These narratives provided insights into patient and employee experiences, both positive and negative, yet the lack of structure made it challenging to derive actionable insights from the data.
Solution
Canvs AI’s solution to this challenge was to provide advanced AI-driven tools for unstructured data analysis. This technology is adept at identifying patterns and trends within narrative responses, empowering Wellstar to gain profound insights into patient and employee sentiments. This solution significantly enhances our ability to understand and respond to the needs of those we serve.
This capability was essential for Wellstar, as it enabled the organization to understand better patient needs, and the underlying factors influencing survey scores and overall satisfaction levels. This leads us to provide even better and more customized care to each person we serve.
Results
The implementation of Canvs AI at Wellstar focused on integrating the tool into the existing survey analysis workflows.
Canvs AI has significantly enhanced Wellstar’s ability to process and analyze unstructured data. Once this data is collected, it’s assembled into the dashboard, which provides an overview of the most cited themes.
These themes can be further broken down by facility, department, age group, and more, allowing our team to assess where these issues are recurring. Currently, the tool is used to capture and address team member feedback. Given the success of this first phase, it’ll soon be expanded to include patient feedback as well.
This analysis will allow teams to better understand the emotions patients and team members are experiencing, enabling us to respond to each concern with the same compassion our frontline team members display daily.
Future Steps & Recommendations
The AI’s ability to transform narrative data into actionable insights has already begun to influence decision-making processes within the organization. The launch of a new dashboard in December is expected to further showcase the value of this partnership, providing real-time analytics that will drive continuous improvement in patient and employee satisfaction.
As the partnership with Canvs AI progresses, Wellstar plans to continue refining its use of the platform to maximize its impact. Future steps include expanding the use of Canvs AI across additional survey types and potentially integrating the tool into other areas of the organization where unstructured data analysis is critical.
These areas will include social media comments, Google reviews, and responses to Catalyst Voice surveys.
The ongoing collaboration with Canvs AI is expected to help Wellstar maintain its commitment to delivering exceptional care and support to its patients and employees.
