Classifying Patient Complaints Using Artificial Intelligence-Powered Large Language Models: Cross-Sectional Study.

Journal: Journal of medical Internet research
Published Date: Aug 6, 2025

Abstract

BACKGROUND: Patient complaints provide valuable insights into the performance of health care systems, highlighting potential risks not apparent to staff. Patient complaints can drive systemic changes that enhance patient safety. However, manual categorization and analysis pose a huge logistical challenge, hindering the ability to harness the potential of these data.

Authors

  • Sky Wei Chee Koh
    National University Polyclinics, National University Health System, Department of Family Medicine, Yong Loo Lin School of Medicine, National University of Singapore, Singapore, Singapore.
  • Eunice Rui Ning Wong
    National University Polyclinics, National University Health System, Singapore, Singapore.
  • John Chong Min Tan
    Department of Electrical and Computer Engineering, College of Design and Engineering, National University of Singapore, Singapore, Singapore.
  • Stephanie C C van der Lubbe
    Division of Family Medicine, Yong Loo Lin School of Medicine, National University of Singapore, Singapore, Singapore.
  • Jun Cong Goh
    National University Polyclinics, National University Health System, Singapore, Singapore.
  • Ethan Sheng Yong Ching
    Division of Family Medicine, Department of Medicine, Yong Loo Lin School of Medicine, National University of Singapore, NUHS Tower Block Level 9, 1E Kent Ridge Road, Singapore, 119228, Singapore, 65 67163185.
  • Ian Wen Yih Chia
    Division of Family Medicine, Department of Medicine, Yong Loo Lin School of Medicine, National University of Singapore, NUHS Tower Block Level 9, 1E Kent Ridge Road, Singapore, 119228, Singapore, 65 67163185.
  • Si Hui Low
    National University Polyclinics, National University Health System, Singapore, Singapore.
  • Ping Young Ang
    National University Polyclinics, National University Health System, Singapore, Singapore.
  • Queenie Quek
    National University Polyclinics, National University Health System, Singapore, Singapore.
  • Mehul Motani
  • Jose M Valderas
    Division of Family Medicine, Department of Medicine, Yong Loo Lin School of Medicine, National University of Singapore, NUHS Tower Block Level 9, 1E Kent Ridge Road, Singapore, 119228, Singapore, 65 67163185.

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