Summary
Key results
Real-time view of patient sentiment across all monitored facilities
Reduced manual effort spent reviewing online ratings and comments
Monitoring patient satisfaction at a global scale
For a global operator of hospitals and outpatient clinics, reputation in the eyes of patients is critical—for both quality of care and competitive positioning. Every day, hundreds of new online reviews, ratings, and comments appear about facilities, physicians, and patient experience. Until now, monitoring had been performed largely by hand and in a fragmented manner, consuming team time and limiting the ability to draw conclusions at group level.
The company needed an automated solution to collect reviews from a primary patient-opinion portal, analyze sentiment and thematic categories (e.g., staff interactions, wait times, ward conditions), and then present the results in a unified, easy-to-understand way. The goal was to support the patient-experience strategy, speed up identification of issues at specific facilities, and equip leadership with trustworthy brand-health indicators grounded in real patient experiences. Based on its track record, the group engaged Sii Poland.
Online sentiment-analysis platform
Sii Poland designed and implemented a complete pipeline for analyzing online patient opinions, powered by GenAI and language models running on Microsoft Azure. The solution automatically processes large volumes of unstructured text and turns them into actionable indicators and clear visualizations.
Key components include:
- a collection module that ingests reviews and ratings from multiple sites and online channels
- a Python/LLM-based processing layer that classifies the sentiment of comments
- context logic that factors in the review source, comment content, and star ratings so final scores reflect the full context
- an aggregation layer that organizes data by facility, time period, and service type
- an interactive web dashboard where managers can track trends, filter results, and compare facilities
The application interface presents results as clear charts and KPIs—from overall “brand health” down to detailed metrics for a single clinic. Both headquarters and local teams now share one source of truth about how patients rate their care.
Better decisions and faster response to the patient voice
The modern solution delivered by Sii enabled the client to move from fragmented, manual review of opinions to an integrated, analytics-driven approach to online reputation. In the pilot, central Quality and Operations teams could monitor sentiment across ~90 hospitals in one place, instead of manually sifting through hundreds of individual comments.
Aggregated indicators make it easier to spot concerning trends—for example, declining ratings at a particular clinic or a rise in negative comments about a specific aspect of service. Teams can deploy corrective actions faster, track their impact, and benchmark results across facilities. Automation reduced the time spent on manual review, and decisions about service quality, staff training, or infrastructure investments are now based on hard data rather than intuition.
The group plans to extend these tools with additional analytics modules for patient experience. The solution delivered by Sii provides a ready architectural pattern and approach that can be reused in subsequent rollouts.