Patients' involvement in e-health services quality assessment: A system for the automatic interpretation of SMS-based patients' feedback

- We use patients' perception of an outpatients reminder system to improve the service itself.
- We extract such perceptions from their SMS responses to the reminder.
- We automatically access the content of SMS messages.
- We follow a machine learning based approach using CRFs.
- The adoption of patients' feedback show a positive impact on service functioning.