Designing and Implementation of Intelligent Multilingual Patient Reported Outcome System

Abstract

ABSTRACT Background: By self-reporting outcome procedure the patients themselves record disease symptoms outside medical centers and then report them to medical staff in specific periods of time. One of the self-reporting methods is the application of interactive voice response (IVR), in which some pre-designed questions in the form of voice tracks would be played and then the caller responses the questions by pressing phone‟s keypad bottoms. Aim: The present research was explained the main framework of such system designing according to IVR technology that was for the first time designed and administered in Iran. Methods: The research was analytical-interventional. After, a literature review was conducted about main framework of such system designing according to IVR technology, and IVR was designed. Then running pilot, 92 patients was cared by IVR technology. Selected diseases were including Ulcerative colitis, Osteoarthritis and pregnancy cares. Then finishing period of care, satisfaction rate was measured by self-administered questionnaire. Professional opinions were collected about system performance by interview. Qualitative dates were analyzed by content analysis and quantitative dates were analyzed by descriptive statistics. Finding: The average of satisfaction score was 91.5.satisfaction of high level was related to support domain. Lower of satisfactions rate were related to effect of IVR in disease process and easy learning about use it. Based on Professional opinions, 6 major themes were identified. Themes were including their initial opinion about use of system, effect on loud work, effect on communication professional- patient, strengths and weaknesses of system and their attitude about reuse it. Conclusion: Designing and administrating of intelligent multilingual patient reported outcome system was feasible in Iran health system. Also use of it leads to high satisfaction in professional and patients. Key Words: interactive voice response, patient reported outcome.