Improving patient self-description in Chinese online consultation using contextual prompts.

Background: Online health care consultation has been widely adopted to supplement traditional face-to-face patient-doctor interactions. Patients benefit from this new modality of consultation because it allows for time flexibility by eliminating the distance barrier. However, unlike the traditional face-to-face approach, the success of online consultation heavily relies on the accuracy of patient-reported conditions and symptoms. The asynchronous interaction pattern further requires clear and effective patient self-description to avoid lengthy conversation, facilitating timely support for patients.

Method: Inspired by the observation that doctors talk to patients with the goal of eliciting information to reduce uncertainty about patients' conditions, we proposed and evaluated a machine learning-based computational model towards this goal. Key components of the model include (1) how a doctor diagnoses (predicts) a disease given natural language description of a patient's conditions, (2) how to measure if the patient's description is incomplete or more information is needed from the patient; and (3) given the patient's current description, what further information is needed to help a doctor reach a diagnosis decision. This model makes it possible for an online consultation system to immediately prompt a patient to provide more information if it senses that the current description is insufficient.

Results: We evaluated the proposed method by using classification-based metrics (accuracy, macro-averaged F-score, area under the receiver operating characteristics curve, and Matthews correlation coefficient) and an uncertainty-based metric (entropy) on three Chinese online consultation corpora. When there was one consultation round, our method delivered better disease prediction performance than the baseline method (No Prompts) and two heuristic methods (Uncertainty-based Prompts and Certainty-based Prompts).

Conclusion: The disease prediction performance correlated with uncertainty of patients' self-described symptoms and conditions. However, heuristic solutions ignored the context to decrease large amounts of uncertainty, which did not improve the prediction performance. By elaborate design, a machine-learning algorithm can learn the inner connection between a patient's self-description and the specific information doctors need from doctor-patient conversations to provide prompts, which can enrich the information in patient self-description for a better performance in disease prediction, thereby achieving online consultation with fewer rounds of doctor-patient conversation.