WO2011080585A2

WO2011080585A2 - Electronic system and method for counselling in social and health care sector

Info

Publication number: WO2011080585A2
Application number: PCT/IB2010/003420
Authority: WO
Inventors: Imre Rammul; Patrick Rang; Tanel MÄTLIK; Külli FRIEDEMANN; Erki Koldits
Original assignee: Oü Arstlik Perenõuandla
Priority date: 2009-12-29
Filing date: 2010-12-29
Publication date: 2011-07-07
Also published as: EE200900095A; WO2011080585A3

Abstract

Electronic system and method for counselling in social and health care sector proffers algorithm-based integrated solution for receiving counselling in social and health care related matters using the call-in-one operational model. The objective of the invention is to create an integrated system for solving problems in social and health-care sector. The invention comprises of technical and technological system necessary for counselling and algorithm-based integrated counselling method that are inseparable. The technical and technological system comprises of hard- and software, connections and other inevitably necessary components for the full functioning of the system. The method comprises of algorithms developed for different fields of counselling in social and health care related matters and their connexion with the technical and technological system. The method further comprises of the minimal set of exclusive algorithms necessary for counselling.

Description

Electronic system and method for counselling in social and health care sector

FIELD OF INVENTION

The present invention relates to electronic solutions pertaining to social and health care. In particular, 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. BACKGROUND OF THE INVENTION

In today's world, quick delivery of social and health care related quality information to those who need it, with minimum amount of time and money spent, is becoming more and more important. Thus, it is relevant to ensure and create area-specific consultation services and optimise health expenses. It is very important for people to know that in case of area-specific problems they can always turn to a specialist for advice, and the solution would be found with minimum time and money spent. In addition to people, the latter is particularly important for the financers of health services, i.e. generally the public sector.

Generally known solutions comprise, inter alia, various emergency telephones, consulting telephones and the like as well as internet-based systems thereof. Such solutions are very limited and the person in need of help has to know exactly where and whom to turn to with a specific problem.

Examples of earlier analogous solutions comprise, for example, the following. 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://www.medpagetodav.com/PrimarvCare/Smokinq/2846?pfc=101 &spc=230 provides encouragement and consulting for giving up smoking. 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.

For operational provision of help, several solutions are known. One of which is the use of a panic button, which has been described, for example, in the following patent documents: US7623631 , WO2009105078A1 and CN21315615Y. The other well-known solution to reach those in need of help is the use of positioning. Such solutions have been described, for example, in European patent EP1814093B1 and US patent application US2009138353A1 . Algorithm-based approach has been described, for example, in US patent application US200964028A1 , but the solution, area and objects of the application are completely different.

An electronic emergency system has been described, for example, in US patent application US2009016496A1 , but this is rather a case of a method of classification.

An electronic consulting system and method have been also described in US patent US741 1509, the solution provided by which is indeed algorithm-based, but its target group and the result are different.

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 closest to this invention is probably the automatic method and system for reacting to an incident described in US patent application US2009296898, in which an emergency call is registered, information about the accident saved, rules of conduct selected in the computer in order to play these to the caller. This solution is also very limited since the caller is replied to on the basis of the database saved in the computer, which solution does not include an active participation of an expert in the field.

Earlier solutions do not enable the availability of sufficient social and health care information to those who need it; these solutions are expensive and not easy to use. Moreover, earlier solutions for processing social and health care problems are time-consuming, whereas the problems may be of time critical importance and cause irreversible consequences. Little integration between various systems and arrangements providing help in the case of social and health care related problems do not enable resolving the problem using only one source. Different systems for providing solutions to social and health care problems have different quality levels and are not based on a unified model of conduct. SUMMARY OF THE INVENTION

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.

The objects of the invention are achieved by 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 according to the invention 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.

Basic values that are updated with variable values are used as algorithm input. Algorithms are created on the basis of the problem and solution tree, which results in instructions for conduct in different situations. The result and classification of calls will be recorded in algorithms. Any algorithms used are recorded by the system in a log, on the basis of which these uses are subsequently supplemented and optimised.

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.

BRIEF DESCRIPTION OF DRAWINGS

In the following, the invention will be described in greater detail by means of embodiments with reference to the accompanying drawings, in which

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.

MODES FOR CARRYING OUT THE INVENTION

To further illustrate an electronic system and method according to this invention for social and health care related consulting, relevant terms used in the following have been defined below.

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.

E-solution - electronic equipment and methods to attain the objects of the invention without physically moving the information on paper.

Consulting - presenting the person seeking help with standardised help and advice based on the exclusive solution tree, and referral thereof, if necessary. Referral to service - automatic registration of the person seeking help with different providers of social and health services in case the solution to the person's problem required external intervention.

Telemedicine - provision of medical information via modern audiovisual applications to aid the process of making medical decisions.

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).

Requesting - getting into contact with the consultant using phone-based and other communication means.

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 according to the invention, which uses e- solutions and speedy processing for directing social and health care consulting and services, comprises the following:

a) 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.

a. the request is submitted via phone

b. the request is submitted via email

c. the request is submitted via other internet-based means of communication (e.g. Skype, MSN, other electronic means of communications and social networks)

b) the content of the request is determined and classified according to predefined classification

a. the request is classified into the field of health care, including public health and health protection;

b. the request is classified into the field of social care, including social benefits, services and security thereof;

c. the request is classified analogically into some other field; d. solution according to the classification is established;

e. the consultant shall forward instructions to the requester using the means of communication applied by the requester (telephone, email, etc.);

f. the requester is referred to various services providers integrated in the method; c) area-specific statistics are collected, including e.g.

a. who are the requesters;

b. why they request for help;

c. which region they come from;

d. which problems they have;

e. solutions provided;

f. etc.

The statistics collected are in turn used as an input for developing national or regional politics of the related field.

In the method according to this invention, 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

a. a primary health care provider or general practitioner

b. a specialist doctor

c. the registration desk of the health service provider via e-registration d. a provider of emergency medicine

e. an alarm centre

f. a pharmacy

g. a social welfare institution

h. an institution providing social services

i. an institution administering social benefits

j. an institution providing social security service

k. other unclassified social or health care institutions.

In the following, certain preferred embodiments of the electronic method for social and health care related consultation according to the invention are described in more detail. 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.

a. 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;

b. An appointment is made for the requester with a family physician or general practitioner, which includes the following:

i. 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;

ii. 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;

iii. only encrypted access channels are used;

c. confidential general data about the requester and his/her case are used as the information transferred;

d. 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;

e. 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;

f. an appointment is made for the requester with a medical specialist, which includes the following:

i. 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;

ii. a compatible, operationally (in real time) available and easily applicable technological solution is used between the persons referring and a medical specialist;

iii. encrypted access channels are used;

g. confidential general data about the requester and his/her case are used as the information transferred;

h. the requester is given instructions for subsequent conduct until the appointment with a medical specialist, and, if necessary, additional instructions

The embodiment of referring the requester to a department of emergency medical care 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 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,

j. The requester is referred to the emergency department:

i. Phone calls are connected to the Alarm Centre, first establishing relevant information about the requester (time critical aspect, location, essence of the problem), and the Alarm Centre calls the ambulance crew to drive out after transmitting consultant's information:

1 . Requires a functional call centre solution, which would enable to take, hold, direct and transmit calls simultaneously with number identification;

2. The information submitted includes relevant, time- critical data of the requester;

3. The requester is given instructions for subsequent conduct until the ambulance crew arrives.

The embodiment of referring a requester to a pharmacy courier in the method according to the invention as illustrated in figure 4 comprises the following:

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;

k. 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. I. 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. m. The requester is not identified and their personal data are not processed;

n. It requires a functional call centre solution, which would enable to take, hold, direct and transmit calls simultaneously with number identification;

o. 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.

q. The output of algorithm-based consultation "refer to an institution providing 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.

r. The requester is not identified and their personal data are not processed.

s. It requires a functional call centre solution, which would enable to take, hold, direct and transmit calls simultaneously with number identification.

t. The information transmitted does not include confidential information. u. 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.

v. The output of algorithm-based consultation "refer to an institution administering 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.

w. The requester is not identified and their personal data are not processed.

x. It requires a functional call centre solution, which would enable to take, hold, direct and transmit calls simultaneously with number identification.

y. The information transmitted does not include confidential information, z. The requester is given instructions for subsequent conduct. In addition to the use of telephone and other means of communication, 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.

On the basis of the problem, the requester is either provided help or referred to other stages of providing integrated services.

Upon pressing the button 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 embodiment of referring a requester to an institution providing social security in the method according to the invention as illustrated in figure 8 comprises the following:

The requester submits a request to the system;

The content of the request is specified;

The requester is referred to an alarm centre:

a. The output of algorithm-based consultation "direct the call to the Alarm Centre" is used for referral. The content of the output is the need to intervene in the solving of the problem through direct contact between the requester and a medical professional, for the situation is 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.

i. The requester is directed to the Alarm Centre. 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.

1 . It requires a functional call centre solution, which would enable to hold, direct and transmit calls simultaneously with number identification.

2. The information transferred includes the requester's relevant, time-critical data.

3. The requester is then given instruction for subsequent conduct until the crew arrives.

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. In such a case, 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:

1 . 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;

2. Doubled internet connection that contains a module for processing connection failures;

3. Channels for secure data transmission;

4. Alternative power supply with a module for processing power failures (e.g. diesel generator and UPS devices); . Telephone central office form of a system of hardware and software to enable the following options:

a. ACD (Automatic Call Distribution) for managing larger quantities of calls within the system, automatic controlling of call sequencing and distributing calls between assistant in accordance with predetermined rules (incl. for example, according to the load of the previous period of the assistant);

b. Skill Based Routing for distributing calls between phone assistants in accordance with their skills, and, if necessary, the essence of the problem;

c. 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. ;

d. Operational system for statistic monitoring and management of contacts to monitor incoming calls in real time, information about phone assistants and change the rules of call sequencing in real time; e. Statistics system

6. CTI (Computer Telephone Integration) - hard- and software of the computer and telephone system to control the workplace computer in accordance with incoming call (e.g. to open a respective service program, to display the caller's number in the system, etc.).

7. A server system;

8. Assistants' technical workplaces;

9. Transfer of calls to the earphone module;

10. A call recording system to record any incoming calls, including the speech of both speakers;

1 1 . A module for work time planning and calculating;

2. A module for work schedule planning and presentation;

13. A system for pause registration;

14. An evaluation system for assessing received and resolved and/or finished calls, whereas the system has several layers - respondent's self-assessment in all cases, secondary optional/sporadic assessment by the managers. 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.

Claims

1 . An electronic system for counselling in social and health care sector, which is based on speedy processing, which comprises one or more service provider groups integrated in the system, integrated electronic solutions, requesters, consultants/assistants, an array of technical and technological means, algorithm-based consultation database, wherein the array of technical and technological means is integrated in the algorithm-based consultation database.

2. An electronic system according to claim 1 , wherein the array of technical and technological means is formed of a requester's module, infrastructure module, service provider's module, and a communication network.

3. An electronic system according to claim 2, wherein the system is internally integrated.

4. An electronic system according to claim 2 or 3, wherein the requester's module comprises a social security button.

5. An electronic method for counselling in social and health care sector, characterised in that the implementation of the method is algorithm-based and comprises the following:

a request is received;

- the request content is established;

the request is classified;

a classification based solution is implemented.

6. An electronic method according to claim 5, wherein the classification based instructions are presented to the requester.

7. An electronic method according to claim 5, wherein the requested is referred according to the classification to at least one service provider integrated in the system.