Top

Published in:

2024 | OriginalPaper | Chapter

Using Reinforcement Learning to Optimize Responses in Care Processes: A Case Study on Aggression Incidents

Authors : Bart J. Verhoef, Xixi Lu

Published in: Business Process Management Workshops

Publisher: Springer Nature Switzerland

Activate our intelligent search to find suitable subject content or patents.

search-config

AI-assisted search

Off

Abstract

Previous studies have used prescriptive process monitoring to find actionable policies in business processes and conducted case studies in similar domains, such as the loan application process and the traffic fine process. However, care processes tend to be more dynamic and complex. For example, at any stage of a care process, a multitude of actions is possible. In this paper, we follow the reinforcement approach and train a Markov decision process using event data from a care process. The goal was to find optimal policies for staff members when clients are displaying any type of aggressive behavior. We used the reinforcement learning algorithms Q-learning and SARSA to find optimal policies. Results showed that the policies derived from these algorithms are similar to the most frequent actions currently used but provide the staff members with a few more options in certain situations.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

previous chapter A Case for Business Process-Specific Foundation Models

next chapter ProtoNER: Few Shot Incremental Learning for Named Entity Recognition Using Prototypical Networks

https://git.science.uu.nl/6601723/ppm-aggressive-incidents.

Fahrenkrog-Petersen, S.A., et al.: Fire now, fire later: alarm-based systems for prescriptive process monitoring. Knowl. Inf. Syst. 64(2), 559–587 (2021)CrossRef

Metzger, A., Kley, T., Palm, A.: Triggering proactive business process adaptations via online reinforcement learning. In: Fahland, D., Ghidini, C., Becker, J., Dumas, M. (eds.) BPM 2020. LNCS, vol. 12168, pp. 273–290. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-58666-9_16CrossRef

Bozorgi, Z.D., Dumas, M., Rosa, M.L., Polyvyanyy, A., Shoush, M., Teinemaa, I.: Learning when to treat business processes: prescriptive process monitoring with causal inference and reinforcement learning. In: Indulska, M., Reinhartz-Berger, I., Cetina, C., Pastor, O. (eds.) CAiSE 2023. LNCS, vol. 13901, pp. 364–380. Springer, Cham (2023). https://doi.org/10.1007/978-3-031-34560-9_22CrossRef

Munoz-Gama, J., et al.: Process mining for healthcare: characteristics and challenges. J. Biomed. Inform. 127, 103994 (2022)CrossRef

Hensel, J.M., Lunsky, Y., Dewa, C.S.: Staff perception of aggressive behaviour in community services for adults with intellectual disabilities. Community Ment. Health J. 50(6), 743–751 (2013)CrossRef

Mills, S., Rose, J.: The relationship between challenging behaviour, burnout and cognitive variables in staff working with people who have intellectual disabilities. J. Intellect. Disabil. Res. 55(9), 844–857 (2011)CrossRef

Bushman, B.J., Bonacci, A.M., Pedersen, W.C., Vasquez, E.A., Miller, N.: Chewing on it can chew you up: effects of rumination on triggered displaced aggression. J. Pers. Soc. Psychol. 88(6), 969–983 (2005)CrossRef

Koorn, J., Lu, X., Leopold, H., Reijers, H.A.: Towards understanding aggressive behavior in residential care facilities using process mining. In: Guizzardi, G., Gailly, F., Suzana Pitangueira Maciel, R. (eds.) ER 2019. LNCS, vol. 11787, pp. 135–145. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-34146-6_12CrossRef

Koorn, J.J., Lu, X., Leopold, H., Reijers, H.A.: Looking for meaning: discovering action-response-effect patterns in business processes. In: Fahland, D., Ghidini, C., Becker, J., Dumas, M. (eds.) BPM 2020. LNCS, vol. 12168, pp. 167–183. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-58666-9_10CrossRef

10.

Koorn, J.J., Lu, X., Leopold, H., Reijers, H.A.: From action to response to effect: mining statistical relations in work processes. Inf. Syst. 109, 102035 (2022)CrossRef

11.

Koorn, J.J., Lu, X., Leopold, H., Martin, N., Verboven, S., Reijers, H.A.: Mining statistical relations for better decision making in healthcare processes. In: ICPM, pp. 32–39. IEEE (2022)

12.

Branchi, S., Di Francescomarino, C., Ghidini, C., Massimo, D., Ricci, F., Ronzani, M.: Learning to act: a reinforcement learning approach to recommend the best next activities. In: Di Ciccio, C., Dijkman, R., del Río Ortega, A., Rinderle-Ma, S. (eds.) BPM 2022. LNBIP, vol. 458, pp. 137–154. Springer, Cham (2022). https://doi.org/10.1007/978-3-031-16171-1_9CrossRef

13.

Sutton, R.S., Barto, A.G.: Reinforcement Learning: An Introduction. A Bradford Book, Cambridge (2018)

14.

Bozorgi, Z.D., Teinemaa, I., Dumas, M., Rosa, M.L., Polyvyanyy, A.: Prescriptive process monitoring for cost-aware cycle time reduction. In: 2021 3rd International Conference on Process Mining (ICPM), pp. 96–103 (2021)

15.

Weinzierl, S., Zilker, S., Stierle, M., Matzner, M., Park, G.: From predictive to prescriptive process monitoring: recommending the next best actions instead of calculating the next most likely events. In: Wirtschaftsinformatik (Zentrale Tracks), pp. 364–368 (2020)

16.

Nijman, H.L., et al.: The staff observation aggression scale-revised (SOAS-R). Aggressive Behav. 25(3), 197–209 (1999)

Title: Using Reinforcement Learning to Optimize Responses in Care Processes: A Case Study on Aggression Incidents
Authors: Bart J. Verhoef
Xixi Lu
Publisher: Springer Nature Switzerland
Book: Business Process Management Workshops
Print ISBN: 978-3-031-50973-5

Electronic ISBN: 978-3-031-50974-2

Copyright Year: 2024
DOI: https://doi.org/10.1007/978-3-031-50974-2_5

Springer Professional

Abstract

Please log in to get access to your license.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Premium Partner