Patient Record Entry for A Healthcare Service Provider

Digitizing manual patient feedback forms enables data-driven decisions to enhance hospital services

Project Overview

Business Needs

The client a multi-speciality healthcare service provider recorded patient experience and feedback in hardcopies. In order to analyse customer sentiment, assess service strengths and weaknesses and chart out an improvement plan it was important to study in depth the customer feedback forms. This required digitization of the hand-written feedback forms.

The client hence approached Hitech BPO to extract data from the handwritten forms and convert it to digital records.

The Challenges

An as-is review of the project threw up multiple challenges which needed to be navigated. These included:

  • Deciphering of illegible hand written data in non-unique fonts and font size in more than 70% of survey forms.
  • Missing data in many of the critical fields like patient’s name, date of birth etc.

Solutions and Results

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  • A dedicated team of 15+ skilled data entry professionals was set up to enter data from handwritten patient satisfaction survey forms in 12 client-defined fields.
  • High-speed dual side scanners were deployed for scanning survey forms received as hard copies through express services to preserve inputs in digital format.
  • Double key-in method was used for data entry ensuring high accuracy of 99.995%.
  • Missing data fields were added through validation against other patient records and web research.
  • The digitised files were shared with the client through email with summary of completed records.

Business Impact

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Business Data Challenges

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