CQC PSO 153 Text Analytics (volume) project

Tender description

We are inviting quotations to support us gain a thorough understanding of how we can identify patterns and trends from high volumes of information from people who use services about the quality of their care from health and social care services. We want both to develop our general ability in this area as well as deliver specific exemplar tools. We receive large numbers of patient comments through our Share Your Experience website. We developed a framework, linked to our regulatory model (under key lines of enquiry), to allow these to be manually coded. This coding process is not currently undertaken due to resource pressures. We want to be able to automate this process so that we can provide this data to operational staff in a concise and timely way and are seeking to develop a text mining tool which can do this. As an example we would want to be able to identify a comment which may suggest that staffing levels at an individual provider are insufficient (as a toy example “the staff were lovely, but when I rang my bell no-one came for 2 hours”).Comments may relate to more than one part of our regulatory model (the previous example suggesting that the organization performs well under the “Caring” key question). We would need this tool to be able to code against our existing qualitative framework as well as deliver output in a summarised way which sheds light on the quality of care in the provider, with particular reference to change in quality of care.