Development of an Automated Physician Review Classification System: A Hybrid Machine Learning Approach

Patients are increasingly turning to physician rating websites to help them make important healthcare decisions, such as selecting primary care doctors, specialists, and supplementary medical care providers. Previous research has identified a variety of topics and themes that emerge on these review platforms. However, there is little or no work that has been done to create an automated classifier that automatically categorizes these reviews into distinct topics after they have been explored in this context. Building such an automated classifier could assist IS developers and other stakeholders in automatically classifying patient reviews and understanding patient needs. Furthermore, using design science research we strategize how such machine learning systems can be built using design guidelines in turn having the potential to be generalized to other specific contextual problem spaces. Our work focuses on laying the foundation to design guidelines that need to be followed while building automated systems in specific contexts.