Gachon University Gil Medical Center launches AI patient experience platform

Gachon University Gil Medical Center has launched an integrated patient experience platform powered by artificial intelligence (AI) to enhance medical service satisfaction and response speeds.

Developed jointly by the hospital’s patient experience department and its subsidiary, Gachon Healthcare Tech, the platform was designed with direct input from frontline staff to ensure it meets practical workflow needs. The system utilizes AI and automation to reduce repetitive manual tasks, such as classifying patient evaluations and descriptive feedback from inpatient, outpatient, and emergency room visits. The AI can categorize written comments into key themes and sentiment (positive or negative), allowing staff to identify areas for improvement more rapidly.

The platform also integrates customer consultation management and field response monitoring. It tracks consultations from registration to resolution and organizes field inspection results by department for use in training and improvement activities. Additionally, a mobile rounding notification feature has been introduced to inform patients of upcoming physician rounds, facilitating better communication between medical staff and patients.