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WO2011080585A2 - Système électronique et procédé de conseil dans un secteur social et de soins de santé - Google Patents

Système électronique et procédé de conseil dans un secteur social et de soins de santé Download PDF

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Publication number
WO2011080585A2
WO2011080585A2 PCT/IB2010/003420 IB2010003420W WO2011080585A2 WO 2011080585 A2 WO2011080585 A2 WO 2011080585A2 IB 2010003420 W IB2010003420 W IB 2010003420W WO 2011080585 A2 WO2011080585 A2 WO 2011080585A2
Authority
WO
WIPO (PCT)
Prior art keywords
requester
social
health care
counselling
algorithm
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/IB2010/003420
Other languages
English (en)
Other versions
WO2011080585A3 (fr
Inventor
Imre Rammul
Patrick Rang
Tanel MÄTLIK
Külli FRIEDEMANN
Erki Koldits
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Oue Arstlik Perenouandla
Original Assignee
Oue Arstlik Perenouandla
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Oue Arstlik Perenouandla filed Critical Oue Arstlik Perenouandla
Publication of WO2011080585A2 publication Critical patent/WO2011080585A2/fr
Publication of WO2011080585A3 publication Critical patent/WO2011080585A3/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/10—Office automation; Time management
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H40/00—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices
    • G16H40/20—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H80/00—ICT specially adapted for facilitating communication between medical practitioners or patients, e.g. for collaborative diagnosis, therapy or health monitoring

Definitions

  • the present invention relates to electronic solutions pertaining to social and health care.
  • this invention relates to an algorithm-based solution integrated into a single electronic system aimed at addressing, for example , health care institutions, medical professionals, alarm centres, social welfare institutions, providers/sellers of pharmaceuticals, institutions providing social security services, in order to receive help from them.
  • Website http://www.selfhelpguide. nhs.uk/help/bodvkey/index.aspx presents an atlas of the human body, outlining potential health problems, solutions and recommendations thereof, including an algorithm-based approach in a simplified form. This system is neither integrated nor enabling consulting.
  • Website http://www.nhs.uk/NHSDirect/Pages/usefulphonenumbers.aspx provides a list of phone numbers, which those seeking help can call. Considering the plurality of phone numbers, this is not a case of an integrated solution.
  • Website http://www.asktheinternettherapist.com/e-therapy.asp provides for web-based psychological and family consulting and various solutions thereof.
  • Website http://wvwv.lifeline.orq.au contains a helpline and web-based solution thereof.
  • a problem associated with the above arrangements is that they are limited, i.e. aimed at solving particular matters covering very narrow specifics, and are not integrated in various problematic areas. If often happens that people seeking help cannot themselves establish or assess the exact content and nature of their problem, and are therefore also unaware of whom to turn to, or whether a number of specialists are needed to solve the problem.
  • US patent US5868669 also describes an algorithm-based approach, which instead of telephone consulting uses an automatic response system that generates algorithm-based instructions, whereas the operator is not an expert in the field, i.e. a doctor-consultant. Furthermore, the solution requires availability of the requester's medical history in the system and does not include referral to other specialists.
  • the solution of this invention differs from the earlier known solutions in providing an algorithm-based integrated method based on call-in-one model and e-solutions for providing social and health care consulting and referral to services thereof, and an implementation of the system thereof.
  • An object of the present invention is thus an integrated system aimed at solving social and health care related problems.
  • a solution according to the invention which comprises an array of technical and technological means to implement the consulting method, and the algorithm-based integrated consulting method that forms the content of consulting, which are inseparably combined.
  • the array of technical and technological means comprises necessary regulated hardware and software to implement the system, connections conforming to fixed quality criteria required for the e-solutions, additional technical solutions and components essential for functioning, i.e. a technological solution and an environment required for the operation of the call centre, IP telephone central office, a technological solution and an environment required for recording and assessing the calls, doubled data communication, duplicate power supply - i.e. so that any power failure would not affect the working of the system (at least 48h additional generator, or the like and a central office are required).
  • An electronic method for social and health care related consulting comprises different social and health care specific algorithms, which form a basis for the functioning of different consulting types, and inter-algorithm linking using the previously mentioned array of technical and technological means.
  • a method according to the invention includes a minimum package of exclusive algorithms required for additional service provision, which package contains any time critical cases, an algorithm adjustment model which considers the specifics of different areas or systems.
  • Main inputs for algorithm development comprise internal strict reasons, external strict reasons, and external factors.
  • Figure 1 presents a block diagram of an embodiment according to this invention for referring the requester to a primary health care provider or general practitioner;
  • Figure 2 presents a block diagram of an embodiment according to this invention for referring the requester to a medical specialist
  • Figure 3 presents a block diagram of an embodiment according to this invention for referring the requester to the emergency department
  • Figure 4 presents a block diagram of an embodiment according to this invention for referring the requester to a pharmacy courier;
  • Figure 5 presents a block diagram of an embodiment according to this invention for referring the requester to a social welfare institution
  • Figure 6 presents a block diagram of an embodiment according to this invention for referring the requester to an institution providing social services
  • Figure 7 presents a block diagram of an embodiment according to this invention for referring the requester to an institution administrating social benefits
  • Figure 8 presents a block diagram of an embodiment according to this invention for referring the requester to an institution providing social safety
  • Figure 9 presents a block diagram of a system according to the preferred embodiment of the invention.
  • Algorithm a method, structure, or questions of an exclusive solution tree, which help to determine the problem and lead the dialogue with the client until the correct solution of a particular problem;
  • Problem solution - is in turn divided into an obligation to redirect the problem for finding a solution and particular advice on the basis of call-in-one model.
  • Call-in-one model - i.e. speedy processing, which through the integration between the service providers of the entire spectrum of social and health care enables those seeking help to receive advice and recommendations from one place only.
  • Integrated - includes solutions to the entire spectrum of social and health care and the consolidation of service providers thereof under one solution.
  • Requester - person or client connecting with the system whereas it is important to note that the requester is not always the person needing help.
  • the caller may speak on behalf of somebody else (e.g. child, elderly person, or in the event of language or other similar problems).
  • Service provider a social or health care institution or a company thereof, which in accordance with valid legislation and its competency and rights, provides specific social or health services.
  • An algorithm-based integrated method which uses e- solutions and speedy processing for directing social and health care consulting and services, comprises the following:
  • a request pertaining to social or health care is transmitted - the person seeking help (requester) addresses (contacts) the consultant to solve their problems.
  • Mobile information is the description of the requester's problem (submitted by the requester him/herself in any format), which the consultant will, if necessary, specify and give a standardised response.
  • the request is submitted via other internet-based means of communication (e.g. Skype, MSN, other electronic means of communications and social networks)
  • other internet-based means of communication e.g. Skype, MSN, other electronic means of communications and social networks
  • the request is classified into the field of health care, including public health and health protection;
  • the request is classified into the field of social care, including social benefits, services and security thereof;
  • the consultant shall forward instructions to the requester using the means of communication applied by the requester (telephone, email, etc.);
  • the requester is referred to various services providers integrated in the method; c) area-specific statistics are collected, including e.g.
  • the statistics collected are in turn used as an input for developing national or regional politics of the related field.
  • the step of providing classification-based solutions comprises giving instructions to the requester with an immediate field- specific advice, which is based on various algorithms underlying the functioning of different types of consultation related social and health care, and inter-algorithm linking thereof.
  • the requests are received, for example, by phone, picture transfer and via other channels.
  • the requester is referred to a service provider integrated in the system, which by using an array of technical and technological means comprises referral to
  • Algorithm-based integrated consultation method contains algorithms underlying various types of consultation related social and health care, and inter- algorithm linking thereof using an array of technical and technological means.
  • the embodiment of referring a requester to a primary health care provider or general practitioner in the method according to the invention as illustrated in figure 1 comprises the following:
  • the requester submits a request to the system
  • the content of the request is specified;
  • the requester is referred to a primary health care provider or general practitioner, where - a) the requester's call is directed by phone to his/her primary health care provider or general practitioner, b) the requester is registered with the primary health care provider or general practitioner (the consultant has access to the doctor's digital registration in order to make an appointment for the requester), using the phone, internet, or connection with the doctor's registration desk, which is preferably encrypted.
  • the output of algorithm-based consultation "refer to a family physician or general practitioner” is used for referral.
  • the output content includes the need to step in to solve the problem through direct contact between the requester and the medical professional if the situation is not critical;
  • the requester is identified at his/her own request, i.e. personal data are processed and the anonymity of the requester is terminated by checking to the requester's registration in the region of health services, etc., or other rights to see a general practitioner;
  • a compatible, operationally (in real time) available and easily applicable technological solution is used, e.g. doctor's digital registration or calendar, to refer the requester to a family physician or general practitioner;
  • the requester is given instructions for subsequent conduct until the appointment with a family physician or general practitioner, and, if necessary, additional instructions thereof.
  • the embodiment of referring the requester to a medical specialist in the method according to the invention as illustrated in figure 2 comprises the following:
  • the requester submits a request to the system
  • the content of the request is specified;
  • the requester is referred to a medical specialist
  • the output of algorithm-based consultation "refer to a medical specialist" is used for referral.
  • the output content includes the need to step in to solve the problem through immediate contact between the requester and the medical professional if the situation is not critical.
  • the essence of the problem could be established with sufficient accuracy on the basis of the consultation algorithms in order to make a justified choice;
  • the requester is identified at his/her own request, i.e. personal data are processed and the anonymity of the requester is terminated by checking the requester's right to turn to a medical specialist and considering the actual waiting lists in other regions;
  • the requester is given instructions for subsequent conduct until the appointment with a medical specialist, and, if necessary, additional instructions
  • the requester submits a request to the system
  • the content of the request is specified;
  • the requester is referred to the emergency department; i.
  • the output of algorithm-based consultation "refer to an emergency department" is used for referral.
  • the output content includes the need to step in to solve the problem through immediate contact between the requester and the medical professional if the situation is not time critical.
  • the essence of the problem could be established with sufficient accuracy on the basis of the consultation algorithms in order to make a justified choice as to the specialist,
  • the requester is referred to the emergency department:
  • the information submitted includes relevant, time-critical data of the requester
  • the requester is given instructions for subsequent conduct until the ambulance crew arrives.
  • the requester submits a request to the system
  • the content of the request is specified;
  • the requester is referred to a pharmacy
  • the pharmacy hands the information to a pharmacy courier
  • the pharmaceuticals are delivered to the requester.
  • the embodiment of referring a requester to a social welfare institution in the method according to the invention as illustrated in figure 5 comprises the following: The requester submits a request to the system;
  • the content of the request is specified;
  • the requester is referred to a social welfare institution, i.e. to provide emergency social services.
  • the output of algorithm-based consultation "refer to emergency social services" is used for referral.
  • the content of the output is the need to intervene with the solving of the problem through referring the requester to emergency social services. This is situation is not time critical; it is rather a case of providing information and advice.
  • the requester is not identified and their personal data are not processed;
  • the information transmitted does not include confidential information; p.
  • the requester is given instructions for subsequent conduct.
  • the embodiment of referring a requester to an institution providing social services in the method according to the invention as illustrated in figure 6 comprises the following:
  • the requester submits a request to the system
  • the content of the request is specified;
  • the requester is referred to an institution providing social services.
  • the requester is not identified and their personal data are not processed.
  • the information transmitted does not include confidential information.
  • the requester is given instructions for subsequent conduct.
  • the embodiment of referring a requester to an institution administering social services in the method according to the invention as illustrated in figure 7 comprises the following: The requester submits a request to the system;
  • the content of the request is specified;
  • the requester is referred to an institution administering social services.
  • the requester is not identified and their personal data are not processed.
  • the information transmitted does not include confidential information, z.
  • the requester is given instructions for subsequent conduct.
  • the requesting system also enables the activation of a social security button, as a result of which social security services are provided. Additional objectives of the social security butting include the requester's direct connection with the consultation centre (the requester does not have to select the numbers, etc. , wherefore the use of this solution is quicker and easier for the requester).
  • the content of the output of the social security button is the need to intervene with the solving of the problem through immediate contact between the requester and the institution providing social security service as this is a time-critical situation.
  • the essence of the problem could be established with sufficient accuracy on the basis of the consultation algorithms in order to make a justified choice.
  • the requester is either provided help or referred to other stages of providing integrated services.
  • a connection is made with a call-in-one employee, who determines the requester's relevant details (time-critical situation, location, essence of the problem), and a social security crew drives to the location after having received relevant information from the consultant.
  • a call centre solution is used functionally, which enables to take, hold, direct and transmit calls simultaneously, also enabling number identification.
  • the information submitted includes relevant time-critical data of the requester.
  • the requester is given instruction for subsequent conduct until the crew arrives. In case the requester loses his/her ability to make contact, they are positioned using the GPS service.
  • the requester submits a request to the system
  • the content of the request is specified;
  • the requester is referred to an alarm centre:
  • the requester is directed to the Alarm Centre.
  • the requester In the case a phone call the requester is connected with the Alarm Centre, establishing beforehand the requester's relevant details (seriousness and essence of the problem, location), and the Alarm Centre sends a crew after having received relevant information from the consultant.
  • the information transferred includes the requester's relevant, time-critical data.
  • the use of the method and system according to this invention enables to refer the requester to any other unclassified social or health care institution.
  • the output of algorithm-based consultation "refer to other unclassified social or health care institution" is used.
  • the content of the output is the need to intervene in the solving of the problem through referring the requester to social assistance services.
  • the situation is not time critical, but rather the case of providing information or advice.
  • the requester is neither identified not his/her personal data processed.
  • the functional call centre solution is applied, which enables to hold, direct and transfer calls simultaneously, number identification provided.
  • the information transferred does not contain any confidential information.
  • the requester is given instructions for subsequent conduct.
  • the electronic system according to this invention for social and health care related consultation is formed of an array of technical and technological solutions, which includes a requester's module, infrastructure module, and service provider's module as well as communication modules.
  • a preferred embodiment of the electronic system according to the invention is schematically provided as a block diagram in figure 9.
  • the requester's module comprises the requester's telecommunications (for example, a phone, a computer equipped with communication program, a web cam, etc.) and/or a social security button, which is connected via the intranet to the infrastructure module.
  • Intranet used in the system is, e.g. telephone or mobile telephone network, GPS network or internet.
  • the infrastructure module that is connected with the requester's module and the service provider's module comprises the following components:
  • Doubled telephone connection which comprises telephone lines and a module for processing connection problems in accordance with the number of population, spread of telecommunications and other conditions of a particular region;
  • Doubled internet connection that contains a module for processing connection failures
  • ACD Automatic Call Distribution
  • a module for queue notices in order to direct incoming calls if the requester's call cannot be answered immediately comprises, e.g. information about the where the call was placed, whether the service is free of charge or not, waiting times, etc. ;
  • CTI Computer Telephone Integration
  • a call recording system to record any incoming calls, including the speech of both speakers
  • the service provider's model comprises, for example, linking primary health care providers, general practitioners, medical specialist, emergency medical departments, pharmacies, pharmacy couriers, social welfare institutions, social benefit institutions, institutions providing social security service, alarm centres, etc. into one system.

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  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • General Business, Economics & Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Health & Medical Sciences (AREA)
  • Strategic Management (AREA)
  • Human Resources & Organizations (AREA)
  • General Health & Medical Sciences (AREA)
  • Operations Research (AREA)
  • Public Health (AREA)
  • Data Mining & Analysis (AREA)
  • Medical Informatics (AREA)
  • Epidemiology (AREA)
  • Biomedical Technology (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Primary Health Care (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Medical Treatment And Welfare Office Work (AREA)

Abstract

L'invention porte sur un système électronique et sur un procédé de conseil dans un secteur social et de soins de santé offrant une solution intégrée basée sur un algorithme pour la réception de conseils dans des affaires relatives au secteur social et de soins de santé, à l'aide du modèle de communication "call-in-one". L'objectif de l'invention est de créer un système intégré de résolution des problèmes dans le secteur social et de soins de santé. L'invention comprend un système technique et technologique nécessaire de conseil et un procédé intégré de conseil basé sur un algorithme, le système et le procédé étant inséparables. Le système technique et technologique comprend un matériel et un logiciel, des connexions et d'autres éléments inévitablement nécessaires pour le fonctionnement complet du système. Le procédé comprend des algorithmes développés pour différents domaines de conseil dans les affaires relatives au secteur social et de soins de santé et leur connexion avec le système technique et technologique. Le procédé comprend en outre l'ensemble minimal d'algorithmes exclusifs nécessaires au conseil.
PCT/IB2010/003420 2009-12-29 2010-12-29 Système électronique et procédé de conseil dans un secteur social et de soins de santé Ceased WO2011080585A2 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
EEP200900095A EE200900095A (et) 2009-12-29 2009-12-29 Elektrooniline ssteem ja meetod sotsiaal- ja tervishoiun?ustamiseks
EEP200900095 2009-12-29

Publications (2)

Publication Number Publication Date
WO2011080585A2 true WO2011080585A2 (fr) 2011-07-07
WO2011080585A3 WO2011080585A3 (fr) 2011-08-25

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PCT/IB2010/003420 Ceased WO2011080585A2 (fr) 2009-12-29 2010-12-29 Système électronique et procédé de conseil dans un secteur social et de soins de santé

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EE (1) EE200900095A (fr)
WO (1) WO2011080585A2 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
RU2554553C2 (ru) * 2013-07-18 2015-06-27 Санкт-Петербург, от имени которого выступает Комитет по информатизации и связи Информационно-аналитическая система обработки запросов граждан

Citations (9)

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Publication number Priority date Publication date Assignee Title
US5868669A (en) 1993-12-29 1999-02-09 First Opinion Corporation Computerized medical diagnostic and treatment advice system
US7411509B2 (en) 1999-06-23 2008-08-12 Visicu, Inc. System and method for observing patients in geographically dispersed health care locations
US20090016496A1 (en) 2007-07-14 2009-01-15 Bulmer Michael W Communication system
US20090064028A1 (en) 2007-08-30 2009-03-05 Kimberly-Clark Worldwide, Inc. Decision tree device and website for providing information
US20090138353A1 (en) 2005-05-09 2009-05-28 Ehud Mendelson System and method for providing alarming notification and real-time, critical emergency information to occupants in a building or emergency designed area and evacuation guidance system to and in the emergency exit route
EP1814093B1 (fr) 2006-01-28 2009-06-17 Deutsche Telekom AG Procédé et dispositif d'information sur les positions d'appels de détresse de la police, des pompiers ou des services de sauvetage par des appels d'urgence enregistrés comportant des informations de localisation
WO2009105078A1 (fr) 2008-02-19 2009-08-27 Mary Elizabeth Spence Safetylert
US7623631B2 (en) 2000-12-19 2009-11-24 At&T Intellectual Property, I, L.P. Multimedia emergency services
US20090296898A1 (en) 2006-12-22 2009-12-03 Ragno-Hall, Llc Automated incident response method and system

Patent Citations (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5868669A (en) 1993-12-29 1999-02-09 First Opinion Corporation Computerized medical diagnostic and treatment advice system
US7411509B2 (en) 1999-06-23 2008-08-12 Visicu, Inc. System and method for observing patients in geographically dispersed health care locations
US7623631B2 (en) 2000-12-19 2009-11-24 At&T Intellectual Property, I, L.P. Multimedia emergency services
US20090138353A1 (en) 2005-05-09 2009-05-28 Ehud Mendelson System and method for providing alarming notification and real-time, critical emergency information to occupants in a building or emergency designed area and evacuation guidance system to and in the emergency exit route
EP1814093B1 (fr) 2006-01-28 2009-06-17 Deutsche Telekom AG Procédé et dispositif d'information sur les positions d'appels de détresse de la police, des pompiers ou des services de sauvetage par des appels d'urgence enregistrés comportant des informations de localisation
US20090296898A1 (en) 2006-12-22 2009-12-03 Ragno-Hall, Llc Automated incident response method and system
US20090016496A1 (en) 2007-07-14 2009-01-15 Bulmer Michael W Communication system
US20090064028A1 (en) 2007-08-30 2009-03-05 Kimberly-Clark Worldwide, Inc. Decision tree device and website for providing information
WO2009105078A1 (fr) 2008-02-19 2009-08-27 Mary Elizabeth Spence Safetylert

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
RU2554553C2 (ru) * 2013-07-18 2015-06-27 Санкт-Петербург, от имени которого выступает Комитет по информатизации и связи Информационно-аналитическая система обработки запросов граждан

Also Published As

Publication number Publication date
EE200900095A (et) 2011-08-15
WO2011080585A3 (fr) 2011-08-25

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