Ken Fleischmann Bo Xie David Inouye Byron Wallace Manual and Automatic Annotation of Patients’ Values and Preferences Using Seton HCAHPS Survey Data Ken Fleischmann Bo Xie David Inouye Byron Wallace

“Make everybody give the whole information to the patient.” “The only thing that I would have liked, sleep is very important at night and some nurses were sensitive to this and some were not.” “The only thing was on Good Friday we didn't have a choice of fish or salmon or egg salad. I don't eat meat on that day, being Catholic was very important to me.” “The hospital doctors talking directly to me. My sister went down the hall to talk to the doctor and gave wrong medical information. The doctor should've asked my permission if it was okay to talk to her. She's not one of my directives.” “Rooms are too cold, could ask if patients want a warmer room. Being warm is important for someone who is trying to stay away from pneumonia. Someone needs to look at the policy closely. Under four blankets and still shivering, something wrong.” Findings “Keeping my husband more informed when a extreme emergency happened. The Anesthesiologist and the doctor listen to me and my statements. Respiratory arrested because they didn't listen. I have an allergy reaction.” “The information between doctors and nurses, they say things different. I asked a doctor something, each one would tell me something different. Lack of communication. I need to know how to care for myself.” “More information to the people who were taking care of me. When my family asked how I was doing one of the doctors had to go to the computer and find out why I was even there and that is not good.” “Before I left, I would have liked to know how many different bills to expect. I keep getting bills and it would have been much less scary to know what services I would be getting billed for.” “Make everybody give the whole information to the patient.” Patient dissatisfaction tied to insensitivity to patient’s values and information preferences

Implications Because hospital care is typically a short-term, intermittent experience, there is little opportunity for health care providers to get to know what information patients want and what they consider important in life. HCAHPS reveals great insights about patients’ information preferences & values (too late) Hospitals should proactively ask patients about their information preferences & values

Future Field research (e.g., interviews, focus groups) with patients to design questions about patients’ information preferences and values to ensure that we provide value-based care Experimental testing to evaluate the effectiveness of information preference and value questions for improving outcomes Broad implementation of these questions as a way to help achieve Humancare

Acknowledgements Ken Fleischmann: kfleisch@ischool.utexas.edu Bo Xie: boxie@utexas.edu David Inouye: dinouye@cs.utexas.edu Byron Wallace: byron@ccs.neu.edu