Australian hospitals urged to use AI to unlock years of unread patient feedback

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Australian health services hold years of unread patient free-text feedback, with Likert scores routinely tabulated while written comments go largely unanalysed. A single hospital's 2023 corpus contained over 126,000 feedback entries and approximately 1.57 million words, a volume impractical for humans but trivial for AI to process. Experts recommend starting with the Healthcare Complaints Analysis Tool, a validated framework built from 88,069 complaints, before applying unsupervised clustering to identify emerging themes. The approach carries no clinical decision-making risk, placing it outside high-risk AI regulatory concerns currently under Commonwealth review. It also directly supports compliance with NSQHS Actions 1.13 and 1.14, which require hospitals to collect patient feedback and report complaints analysis to their governing bodies.

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