Contextual Embedding-based Clustering to Identify Topics for Healthcare Service Improvement

Abstract: Understanding patient feedback is crucial for improving healthcare services, yet analyzing unlabeled short-text feedback presents significant challenges due to limited data and domain-specific nuances. Traditional supervised learning approaches require extensive labeled datasets, making unsupervised methods more viable for uncovering meaningful insights from patient feedback. This study explores unsupervised methods to extract meaningful topics from 439 survey responses collected from a healthcare system in Wisconsin, USA. A keyword-based filtering approach was applied to isolate complaint-related feedback using a domain-specific lexicon. To delve deeper and analyze dominant topics in feedback, we explored traditional topic modeling methods, including Latent Dirichlet Allocation (LDA) and Gibbs Sampling Dirichlet Multinomial Mixture (GSDMM), alongside BERTopic, an advanced neural embedding-based clustering approach. To improve coherence and interpretability where data are scarce and consist of short-texts, we propose kBERT, an integration of BERT embeddings with k-means clustering. Model performance was assessed using coherence scores (Cv ) for topic interpretability and average Inverted Rank-Biased Overlap (IRBOavg) for topic diversity. Results indicate that kBERT achieves the highest coherence (Cv = 0.53) and distinct topic separation (IRBOavg = 1.00), outperforming all other models in short-text healthcare feedback analysis. Our findings emphasize the importance of embedding-based techniques for topic identification and highlight the need for context-aware models in healthcare analytics.