Towards an intelligent system for monitoring health complaints

Abstract

Users' dissatisfaction, related to healthcare institutions in Portugal, has increased in the recent years. This fact can be seen through the increase of formal complaints, which the responsible regulatory entity has been receiving daily, in this country. More and more technical efforts have been done in order to understand and analyze this tendency. In this paper, the authors pretend to present a group of studies about the distribution and use of words in the formulation of a formal complaint, which aims to find the existence of a characteristic pattern. This paper presents an analysis of the words used in complaints and data analysis platform with dashboards, to offer the opportunity of visualizing the information in different ways.