Text-Mining of Hand-Over Notes for Care-Workers in Real Operation Toward an Employee-Driven Innovation

摘要

Hand-over note in elderly care facilities is a very important media for the employees to share information about non-routine task procedures in the daily operation. Reviewing these memos regularly will help the facility find potential risk factors and inefficiency in routine protocols. However, hand-over notes are typically hand-written memos and conducting periodical review is not easy for an average employee with heavy workload. To capture this field community intelligence, we have conducted text-mining on hand-over text. This paper describes results of hand-over note text-mining cases that lead to employee driven re-design of service processes for better care service.