{"id":"https://openalex.org/W7214516693","doi":"https://doi.org/10.68159/k105027051","title":"Multimodal Neural Network for Predicting Patient Complaint Escalation Using Call Center Transcripts, Portal Messages, Service Recovery Notes, Encounter Metadata, and Prior Satisfaction Survey Responses","display_name":"Multimodal Neural Network for Predicting Patient Complaint Escalation Using Call Center Transcripts, Portal Messages, Service Recovery Notes, Encounter Metadata, and Prior Satisfaction Survey Responses","publication_year":2026,"publication_date":"2026-01-01","ids":{"openalex":"https://openalex.org/W7214516693","doi":"https://doi.org/10.68159/k105027051"},"language":"en","primary_location":{"id":"doi:10.68159/k105027051","doi":"https://doi.org/10.68159/k105027051","is_oa":true,"landing_page_url":"https://doi.org/10.68159/k105027051","pdf_url":"https://cirpublications.com/storage/pub-article-files/article-k105027051.pdf?ts=1790509266","source":{"id":"https://openalex.org/S7407064685","display_name":"Journal of Health Informatics and Digital Systems","issn_l":"3149-8973","issn":["3149-8973"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Health Informatics and Digital Systems","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://cirpublications.com/storage/pub-article-files/article-k105027051.pdf?ts=1790509266","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5150637695","display_name":"Jose Martinez","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I184999862","display_name":"Universidad de Salamanca","ror":"https://ror.org/02f40zc51","country_code":"ES","type":"education","lineage":["https://openalex.org/I184999862"]}],"countries":["ES"],"is_corresponding":true,"raw_author_name":"Jose Martinez","raw_affiliation_strings":["Department of Health Informatics and Digital Analytics , Faculty of Medicine , University of Salamanca , Salamanca , Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Health Informatics and Digital Analytics , Faculty of Medicine , University of Salamanca , Salamanca , Spain","institution_ids":["https://openalex.org/I184999862"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5150601491","display_name":"Carmen Lopez","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Carmen Lopez","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5150637695"],"corresponding_institution_ids":["https://openalex.org/I184999862"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"6","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13702","display_name":"Machine Learning in Healthcare","score":0.4884999990463257,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T13702","display_name":"Machine Learning in Healthcare","score":0.4884999990463257,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.12189999967813492,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.10930000245571136,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"patient satisfaction","score":0.6790000200271606},{"id":"https://openalex.org/keywords/patient-portal-messages","display_name":"patient portal messages","score":0.8500000238418579},{"id":"https://openalex.org/keywords/multimodal-neural-networks","display_name":"multimodal neural networks","score":0.7850000262260437},{"id":"https://openalex.org/keywords/patient-satisfaction-questionnaire","display_name":"patient satisfaction survey","score":0.49000000953674316}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.7748000025749207},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.6722999811172485},{"id":"https://openalex.org/C2776056953","wikidata":"https://www.wikidata.org/wiki/Q1182511","display_name":"De-escalation","level":2,"score":0.49549999833106995},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4844000041484833},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4239000082015991},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.3774000108242035},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.37290000915527344},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.36230000853538513},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.32589998841285706},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3111000061035156},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3091999888420105},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.30559998750686646},{"id":"https://openalex.org/C2777896191","wikidata":"https://www.wikidata.org/wiki/Q22907655","display_name":"Patient experience","level":3,"score":0.2773999869823456},{"id":"https://openalex.org/C545542383","wikidata":"https://www.wikidata.org/wiki/Q2751242","display_name":"Medical emergency","level":1,"score":0.27090001106262207},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.2632000148296356},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.25209999084472656}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.68159/k105027051","doi":"https://doi.org/10.68159/k105027051","is_oa":true,"landing_page_url":"https://doi.org/10.68159/k105027051","pdf_url":"https://cirpublications.com/storage/pub-article-files/article-k105027051.pdf?ts=1790509266","source":{"id":"https://openalex.org/S7407064685","display_name":"Journal of Health Informatics and Digital Systems","issn_l":"3149-8973","issn":["3149-8973"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Health Informatics and Digital Systems","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.68159/k105027051","doi":"https://doi.org/10.68159/k105027051","is_oa":true,"landing_page_url":"https://doi.org/10.68159/k105027051","pdf_url":"https://cirpublications.com/storage/pub-article-files/article-k105027051.pdf?ts=1790509266","source":{"id":"https://openalex.org/S7407064685","display_name":"Journal of Health Informatics and Digital Systems","issn_l":"3149-8973","issn":["3149-8973"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Health Informatics and Digital Systems","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.4000000059604645,"display_name":"Good health and well-being"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7214516693.pdf","grobid_xml":"https://content.openalex.org/works/W7214516693.grobid-xml"},"referenced_works_count":27,"referenced_works":["https://openalex.org/W2588703532","https://openalex.org/W2661359212","https://openalex.org/W2739875050","https://openalex.org/W2753001088","https://openalex.org/W2800579390","https://openalex.org/W2950178162","https://openalex.org/W3094305779","https://openalex.org/W3106404785","https://openalex.org/W3133792808","https://openalex.org/W3162132160","https://openalex.org/W3168951873","https://openalex.org/W3175048351","https://openalex.org/W3199483041","https://openalex.org/W4206042814","https://openalex.org/W4310946610","https://openalex.org/W4360610310","https://openalex.org/W4385710616","https://openalex.org/W4390410254","https://openalex.org/W4390549995","https://openalex.org/W4400090543","https://openalex.org/W4402536012","https://openalex.org/W4404039099","https://openalex.org/W4407054226","https://openalex.org/W4408699595","https://openalex.org/W4409540179","https://openalex.org/W4411190125","https://openalex.org/W4413016512"],"related_works":["https://openalex.org/W6926735968","https://openalex.org/W2586610735","https://openalex.org/W2963717091","https://openalex.org/W6922409306","https://openalex.org/W2924822067","https://openalex.org/W6983625860","https://openalex.org/W4200108989","https://openalex.org/W7140045731","https://openalex.org/W6907576406","https://openalex.org/W4410308370"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2026-09-28T00:00:00"}
