Conceptual Design of a New Methodology Based on Intelligent Systems Applied to the Determination of the User Experience in Ambulances

The assessment of the satisfaction of patients in Healthcare environments is an increasingly active and influencing field when making decisions and improving the services offered by Health services. Since the beginning of the 21st Century, and especially in the face of health alerts such as the current one that began in February 2020, the collection, weighting and assessment of the patients’ satisfaction is a key factor to guarantee the evolution and continuous improvement of the services being delivered to them. In this work, a novel methodology based in intelligent systems is defined and conceptualized, aiming to provide answers to the need for a metric of the patient’s satisfaction level with specific Health services –ambulance services in this case. To do that, it is proposed to combine expert systems that are in charge of assessing the measurable data from the ambulance trip, with natural language processors focused on the classification of the opinions written by the ambulance users themselves. The combination of those metrics will make possible to determine a quantifiable indicator of the patient’s satisfaction which, after being integrated into the information system and complemented with a decision-support system, will help the managers to adopt measures aimed to the optimization and improvement of the service under consideration.