A dynamic expert system to increase patient satisfaction with an integrated approach of system dynamics, ISM, and ANP methods

Abstract

It is unquestionable that health, both individually and collectively, is the most important issue in life, which is why human beings pay special attention to health maintenance and recovery. The correct performance of the services attracts the patient's satisfaction, which is not only influenced by the latest technology and is influenced by many variables. Therefore, the present study provides a dynamic expert system of patient satisfaction with an integrated approach of system dynamics, Interpretive Structural Modeling (ISM), and Analytic network process (ANP). First, the general structure of the problem was determined based on ISM modeling, and the formulation was done in Vensim software. Then, the validation tests, including the behavior reproduction test and the sensitivity analysis, were carried out, and the accuracy of the system was proved. In this regard, the ISM method was used to identify the levels of causal relationships between the studied variables, and the most influential variables were identified. Then, the most important criteria were identified with the ANP method and used in identifying policies. Finally, the simulation was carried out, and different policies were reviewed. The results showed that the criteria were placed on three levels, and the type of connection and their importance were clearly defined. The ISM and ANP methods have an interesting synergy with the system dynamics approach and help identify leverage points. According to the results, managers can adopt strategies that affect patient satisfaction with the greatest impact and the least action and take corrective measures.

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