JP2006079647A - Server device, computer program and storage medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable seamless information transmission in visiting care service business, and to improve the efficiency of the business and the service quality. <P>SOLUTION: This server device is connected to a telephone terminal of a user receiving care in the care service via a telephone network to communicate with the telephone terminal, obtains operation report information from a person in charge of care via the telephone terminal, and acquires sound information related to a particular report. The server device receives designation of the level of importance of the particular report when receiving the report from the person in charge, and the content thereof is reported to a manager when it is designated to be important. The manager can get the sound information by accessing it from the outside. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a server device, a computer program, and a storage medium.

  Visit care service (hereinafter referred to as service), from planning to implementation, 1, care manager, 2, care service provider (hereinafter referred to as responsible person), 3, service provider (hereinafter referred to as responsible person), 4. It is carried out with the involvement of four levels of staff such as doctors and other related persons (hereinafter referred to as related persons).

  The care manager creates a visiting care service plan and asks each service provider to implement it.

  In many cases, the duty form of the person in charge who operates based on the visit plan set by the person in charge of the service provider goes straight to the home of the care recipient (hereinafter referred to as the user). At the time of service implementation, the report and communication from the person in charge to the person in charge is often carried out by telephone report or report submitted when working at the office.

  In addition, it is also conceivable to report by communication using a portable terminal (mobile phone or PDA) instead of such a telephone report (see Patent Document 1). However, since the person in charge is not familiar with information technology, and the communication environment and information infrastructure are not yet developed, it is difficult to realize this.

  When the person in charge receives a report from the person in charge over the telephone, the person in charge records the contents of the report in a form, etc., and communicates the information to the care manager by telephone based on the contents of the record as necessary. . In this case, inadequate communication or re-inquiry may occur due to listening errors, recording errors, or absence of the other party, which may hinder business efficiency.

On the other hand, when the person in charge receives information from the person in charge by submitting a report, the person in charge communicates the information to the relevant person by telephone in consideration of the contents of the report. In general, the form submission from the person in charge is performed after a certain period of time (1 to 7 days) has elapsed since the service was performed, and therefore the quality of the service may be reduced due to a delay in response processing.
JP 2004-128687 A (pages 16-17, FIG. 14, FIG. 15)

  As described above, in the conventional home care service business, it is difficult to seamlessly transmit information, and it is difficult to improve the efficiency of the business and the quality of the service.

  Therefore, the present invention makes it possible to seamlessly transmit information in the home care service business, and to improve the efficiency of the business and the quality of the service.

  The present invention for solving the above-mentioned problem is a server device that is connected to a first telephone terminal of a user who receives care in a care service via a telephone network and communicates with the first telephone terminal, From the person in charge who cares the user, first report information on the implementation status of the care operation for the user including at least the operation implementation date and the basic status including at least the condition of the user and the surrounding environment, First acquisition means for acquiring based on an operation input of the operation unit of the first telephone terminal; voice data based on the voice report of the person in charge via the voice input unit of the first telephone terminal; and As a value indicating the importance of the report content, second acquisition means for acquiring second report information related to the user's situation, the first report information, and the second report information, the user And with the person in charge The person in charge and the person in charge are associated with the person in charge by associating the first person storing means linked to the person in charge and the person in charge who is responsible for reporting the care work performed on the user. Second storage means for storing a contact information including a telephone number and an e-mail address, and when the value indicating the importance indicates that the second report information is important, the second storage means Notification means for notifying the contact person of the responsible person stored in association with the person in charge that an important report has been made by the person in charge, and in response to the notification, from the person in charge First access means for transmitting audio data in the second report information so as to be reproducible by the second telephone terminal when accessed by the second telephone terminal via the telephone network; It is characterized by that.

  ADVANTAGE OF THE INVENTION According to this invention, seamless information transmission in a visiting care service business is attained, and it becomes possible to improve the efficiency of work and the quality of service.

  Hereinafter, the present invention will be described with reference to the accompanying drawings.

  In the embodiments of the present invention described below, reports and communications (hereinafter referred to as work reports) from a person in charge at the time of service execution to a user are provided with an automatic response system at the time of service start and service end. This is performed by telephone call to a nursing care service support system (hereinafter also simply referred to as “system”).

  The server in the system provides guidance for grasping the work status by voice response, and the person in charge can report the work. In the work report, the work execution date and time (including the start and end times) and the basic status report (conditions of the care recipient, surrounding conditions, etc.) are entered in advance using telephone keys. When there is a work report other than the date / time and basic status report (hereinafter referred to as a special report), the voice input is accepted and registered as voice data (hereinafter referred to as a special report voice file), and the voice data is subjected to voice recognition processing. Based on the above, it is converted into electronic text and registered as text data (hereinafter referred to as special report text file).

  Thus, the work report can be registered as electronic data (hereinafter referred to as electronic report) without being influenced by the information communication technology capability of the person in charge.

  The service status can be displayed by receiving a work report such as the start or end of the service of the person in charge and color-coded “as scheduled” or “delayed”, “with special report”, “with important report”, and the like.

  In addition, if there is an important report in the special report or if the basic status item is deteriorated from the report contents at the time of the previous service, the relevant person such as the responsible person or the care manager is notified. Responsible persons and related parties can be notified and access the server to confirm the contents of the work report. At that time, the special report voice file and the special report text file can be confirmed.

  FIG. 1 is a diagram showing an example of the overall configuration of a system corresponding to the embodiment of the present invention as described above.

  In FIG. 1, a care service support system 100 includes a voice response server 101, a support server 102, and an external storage device 103, and can behave as a single server device as a whole. The care service support system 100 is connected to a telephone set 106 (including a mobile phone and an IP phone) via a telephone network / IP telephone network 104. Similarly, it is connected to a terminal 107 via the Internet 105.

  The voice response server 101 includes a work report reception unit 101a and a voice communication unit 101b, and performs voice communication with telephones 106 (106a, 106b,... 106z) connected via the telephone network / IP telephone network 104. Data communication based on the operation of the keypad of the telephone 106 can be performed. Thereby, when the telephone 106 is operated by the person in charge, the work report receiving unit 101a can receive a work report related to the care service performed by the person in charge. When the telephone 106 is operated by an administrator, the work report content received from the person in charge can be notified by the voice communication unit 101b.

  The voice response server 101 is connected to the support server 102 and transmits work report information acquired from the person in charge via the telephone 106 to the support server 102. The support server includes a work report storage unit 102a, a daily work report display unit 102b, and a special report replay unit 102c. The work report storage unit 102 a manages the storage and reading of the work report information acquired from the voice response server 101 to the external storage device 103. When the daily work report display unit 102 b receives a daily work report display request from the terminal 107 via the Internet 105, the daily work report display unit 102 b transmits the daily work report to the terminal 107. When there is a reproduction request for the special report audio file 103c from the terminal 107 via the Internet 105, the special report reproduction unit 102c transmits the special report audio file 103c, and each terminal 107 (107a,... 107z). It is possible to reproduce the special report in

  The external storage device 103 is connected to the support server 102 and stores work report information. The external storage device includes a personnel master 103a, a work report file 103b, a special report audio file 103c, a special report text file 103d, and a user master 103e. The personnel master 103a is information such as a person in charge, a person in charge, and a person concerned. The work report file 103b is information of a user number, work schedule, execution date and time (including start and end times), and basic status report among the work report information. The special report audio file 103c is information of the special report audio file among the work report information. The special report text file 103d is information of the special report text file among the work report information. The user master 103e is user information such as a user name, a contact telephone number, and a user number.

  The care manager and the person in charge can use the telephone 106 and the terminal 107, and the person in charge can use the telephone 106.

  Next, the hardware configuration of the support server 102 will be described with reference to FIG. In FIG. 15, reference numeral 1501 denotes a CPU which controls the support server 102 using programs, data, and the like stored in a RAM (Random Access Memory) 1502 and a ROM (Read Only Memory) 1505 and processes corresponding to the present invention. I do. A RAM 1502 includes an area for reading a processing program stored in the internal storage device 1507 and information stored in the external storage device 103, and also includes a work area used when the CPU 1501 executes various processes.

  An input unit 1503 receives an input from the administrator of the server 102 and includes a keyboard and a mouse. A communication I / F (interface) 1504 functions as an I / F for connecting to the telephone network 104, the Internet 105, or the like. A ROM 1505 stores a program (for example, a boot program) for controlling the entire server 102 and the like. Reference numeral 1506 denotes a display unit as a display screen, which includes a CRT or a liquid crystal screen.

  Reference numeral 1507 denotes an internal storage device, which is mainly composed of a hard disk, and stores programs and various application data for performing transaction processing corresponding to the present embodiment. A program for causing the CPU 1501 to function as the work report storage unit 102a, the daily work report display unit 102b, and the special note report reproduction unit 102c is also stored. The data stored here is read out to the RAM 1502 as necessary. Reference numeral 103 denotes an external storage device. Reference numeral 1508 denotes a bus connecting the above-described units.

  The voice response server 101 can also be implemented with a configuration equivalent to that of the support server 102. Therefore, FIG. 15 is used for the hardware configuration of the voice response server 101. In the case of the voice response server 101, the internal storage device 1507 stores a program for causing the CPU 1501 to function as the work report receiving unit 101a and the voice communication unit 101b.

  Next, an example of the hardware configuration of the telephone 106 will be described with reference to FIG. In FIG. 16, reference numeral 1601 denotes a CPU which controls the telephone 106 using programs, data, and the like stored in a RAM (Random Access Memory) 1602 and a ROM (Read Only Memory) 1605 and performs processing corresponding to the present invention. Do. Reference numeral 1602 denotes a RAM which includes an area for reading a processing program stored in the ROM 1605 and a work area used when the CPU 1601 executes various processes.

  An operation unit 1603 receives an input from a user of the telephone and includes a keypad, a jog dial, and the like. Reference numeral 1604 denotes a speaker, which outputs a voice when a voice message transmitted from the voice response server 101 is reproduced. Reference numeral 1605 denotes a ROM which stores a program (for example, a boot program) for controlling the entire telephone 106. Reference numeral 1606 denotes a display unit serving as a display screen, which is composed of a liquid crystal screen.

  A communication I / F (interface) 1607 functions as an I / F for connecting to the telephone network 104. Reference numeral 1608 denotes a microphone, which is used when a person in charge or the like inputs a special report by voice.

  The terminal 107 can be configured by a general-purpose personal computer, and the hardware configuration is substantially the same as that of the voice response server 101 and the support server 102 shown in FIG.

  Next, with reference to FIG. 2, processing in the work report receiving unit 101 a of the voice response server 101 when the person in charge performs a work report to the voice response server 101 using the telephone 106 will be described. FIG. 2 is a diagram showing an example of processing for accepting a work report from a person in charge via the telephone 106 in the present embodiment. In this processing, a corresponding program stored in the internal storage device 1507 is read into the RAM 1502. This is realized by being executed by the CPU 1501. The same applies to FIG. 3, FIG. 4, FIG. 5, FIG. 6, and FIG.

  First, the person in charge uses the telephone number 106 assigned to the voice response server 101 in advance using the telephone 106 at the user's house (which may be a push-type fixed phone, a mobile phone, or an IP phone). Call the phone number of the subscriber billing telephone service.

  In step S300, when receiving an incoming call from the person in charge, the voice response server 101 performs a predetermined voice guidance and receives an input of the user number, the person in charge number, the report type, and the work date via the telephone 106. . When the person in charge accesses the voice server 101 using the telephone 106 at the user's house, the user number can be determined from the telephone number of the caller, and the person in charge goes to the user's house. You can confirm that you are working.

  In step S305, it is determined whether the report type received in step S300 is a work start report. If it is a work start report (YES in step S305), the process proceeds to step S400, and the input of the start time is accepted. Thereafter, the process proceeds to step S700. On the other hand, in the case of a work end report (“NO” in step S305), the process proceeds to step S500, and inputs of end time, basic status report, and special report presence / absence are accepted.

  In step S505, the presence / absence of a special report is determined. When there is a special report (“YES” in step S505), the process proceeds to step S600, and after further receiving an input of the special report, the process proceeds to step S700. On the other hand, when there is no special report (“NO” in step S505), the process proceeds to step S700 as it is. In step S700, the voice response server 101 notifies the support server 102 of the work report information received from the person in charge, and then notifies the person in charge of the telephone 106 that the report has been accepted.

  Next, details of the process in step S300 of FIG. 2 will be described with reference to FIG. FIG. 3 is a diagram showing an example of a flow of processing for accepting an input such as a user number from the person in charge via the telephone 106.

  First, in step S <b> 311, the person in charge operates the operation unit 1603 of the telephone 106 to make a call to the voice response server 101. When receiving an incoming call from the telephone 106, the voice response server 101 transmits the incoming caller's telephone number to the support server 102 in step S314.

  The support server 102 refers to the user master 103e based on the received telephone number, and determines whether or not the telephone number of the user registered in advance. In step S316, if the telephone number is registered in advance, the corresponding user number is transmitted to the voice response server 101, otherwise 0 is transmitted.

  The voice response server 101 determines whether or not the number transmitted from the support server 102 is 0 in step S317. If the transmission number is 0 (“YES” in step S317), a voice message “Please press the user number and # at the end” is transmitted to the telephone 106 in step S320. On the other hand, if the number is not 0 (“NO” in step S317), in step S330, a voice message “Please press # if user number is xxxx, press user number and # at the end” is sent to the telephone. 106. Here, the user number xxxx is the user number transmitted from the support server 102 in step S316.

  On the telephone 106 side, a voice message “Please press user number and last #” or “Please press # if user number is xxxx, or press user number and last # if different” is reproduced. The person in charge inputs # or a predetermined user number and # according to the reproduced voice message by operating the operation unit 1603 of the telephone 106, and the input content is transmitted from the telephone 106 to the voice response server 101 in step S332. The

  Upon receiving the user number from the telephone 106, the voice response server 101 stores it in the internal storage device 1507 and transmits it to the support server 102 in step S334. In step S336, the support server 102 refers to the user master 103e, confirms the presence of the user number, and transmits a confirmation result (enabled or disabled, the same applies hereinafter) to the voice response server 101.

  If the confirmation result received from the support server 102 is “OK”, the voice response server 101 transmits a voice message “Please press the person in charge and finally press #” to the telephone 106 in step S340. On the other hand, if the confirmation result is “impossible”, the processing from step S320 to step S336 is repeated.

  On the telephone 106 side, the person in charge inputs the person in charge number and # in response to the playback of the voice message “Please press the person in charge number and finally press #”. In step S342, the input content is voiced from the telephone 106. It is transmitted to the response server 101.

  Upon receiving the person-in-charge number from the telephone 106, the voice response server 101 stores it in the internal storage device 1507 and transmits it to the support server 102 in step S344.

  The support server 102 refers to the staff master 103a shown in FIG. 9 as an example, and confirms whether or not the received person-in-charge number is registered. Here, in the staff master 103a shown in FIG. 9, the business / business number 901 for identifying the business and the business office, the role of the staff (that is, any one of doctor, care manager, responsible person, person in charge) Personnel role 902 for registering a person, number 903 assigned to individually identify the person, name 904 of the person, telephone number 905 that is one of the contact points of the person, and electronic that is also one of the contact points of the person A mail address 906, a primary contact address 907, and a secondary contact address 908 are registered. The primary contact address 907 and the secondary contact address 908 are registered in association with a person responsible for the reporter who is responsible for reporting.

  The support server 102 confirms whether or not the person-in-charge number received is registered in the number 903 and the personnel role 902 is “person in charge”. In step S346, the result of this confirmation is transmitted to the voice response server 101. If the received confirmation result is “OK”, the voice response server 101 transmits a voice message “Please press 1 for work start report, press 2 for end” to the telephone set 106 in step S350.

  On the other hand, if the confirmation result is “impossible”, the processing from step S340 to step S346 is repeated.

  On the telephone 106 side, the person in charge inputs the report type by operating the operation unit 1603 according to the reproduction of the voice message, and the input content is transmitted from the telephone 106 to the voice response server 101 in step S352.

  The voice response server 101 stores the report type transmitted from the telephone 106 in the internal storage device 1507. Further, in step S360, the voice response server 101 transmits a voice message to the telephone 106 that “the work date is four digits, and in this case, only press #”.

  On the telephone 106 side, the person in charge inputs the report type by operating the operation unit 1603 in response to the reproduction of the voice message, and the input content is transmitted from the telephone 106 to the voice response server 101 in step S362.

  The voice response server 101 stores the work date transmitted from the telephone 106 in the internal storage device 1507.

  As described above, the process in step S300 of FIG. 2 is completed. Next, when it is determined in step S305 in FIG. 2 that the work start report has been received, that is, when “1” is transmitted from the telephone 106 to the voice response server 101 in step S352 in FIG. 3, step S400 is performed. Details of the process will be described. FIG. 4 is a diagram illustrating an example of a flow of processing for receiving an input of a start time.

  In FIG. 4, in step S420, the voice response server transmits a voice message to the telephone 106 "Work start time is four digits, and if the current time is, press only #".

  On the other hand, on the telephone 106 side, according to the reproduction of the voice message, the person in charge inputs only the 4-digit number indicating the work start time or # by operating the operation unit 1603. In step S422, the input content is transmitted from the telephone 106 to the voice response server 101.

  The voice response server 101 stores the content transmitted from the telephone 106 in the internal storage device 1507.

  As described above, the process in step S400 of FIG. 2 is completed. Next, when it is determined in step S305 in FIG. 2 that the work completion report has been received, that is, when “2” is transmitted from the telephone 106 to the voice response server 101 in step S352 in FIG. 3, step S500 is performed. Details of the process will be described. FIG. 5 is a diagram illustrating an example of a flow of processing for accepting input of end time, basic status report, and special report presence / absence.

  In FIG. 5, the voice response server 101 transmits to the telephone 106 a voice message that “work end time is four digits and if the current time, please press only #” in step S520.

  On the other hand, on the telephone 106 side, according to the reproduction of the voice message, the person in charge inputs only the 4-digit number indicating the work end time or # by operating the operation unit 1603. In step S522, the input content is transmitted from the telephone 106 to the voice response server 101.

  The voice response server 101 stores the content transmitted from the telephone 106 in the internal storage device 1507. Then, in step S530, "Please press a 3 digit number and finally # for each of the face color, physical condition and facial expression of the basic status report, 1 for good, 2 for bad, 0 for unknown" Is sent to the telephone 106.

  On the other hand, on the telephone 106 side, in response to the reproduction of the voice message, the person in charge selects any number from 0 to 2 and # for the face color, physical condition, and facial expression based on the user's situation, and the operation unit 1603. Input with. For example, if all three are acceptable, “111 #” is pressed. In step S532, the input content is transmitted from the telephone set 106 to the voice response server 101 as the basic status report 1.

  The voice response server 101 stores the basic status report 1 transmitted from the telephone 106 in the internal storage device 1507. Then, in step S540, a voice message is sent to the telephone 106 that says “feeling, conversation is 1 if good, 2 if not good, 0 if unknown, and finally press #”. To do.

  On the other hand, on the phone 106 side, the person in charge selects any number from 0 to 2 and # for the conversation based on the user's situation and inputs it on the operation unit 1603 according to the reproduction of the voice message. I do. In step S542, the input content is transmitted from the telephone 106 to the voice response server 101 as the basic status report 2.

  The voice response server 101 stores the basic status report 2 transmitted from the telephone 106 in the internal storage device 1507. Then, in step S550, a voice message is sent to the telephone 106, such as “Ventilation, room temperature, 1 if good, 2 if not good, 0 if unknown, and finally press #”. To do.

  On the other hand, on the telephone 106 side, in response to the reproduction of the voice message, the person in charge selects one of the numbers 0 to 2 and # for the ventilation and room temperature based on the situation around the user, and selects the operation unit 1603. Input with. In step S552, the input content is transmitted from the telephone set 106 to the voice response server 101 as the basic status report 3.

  The voice response server 101 stores the basic status report 3 transmitted from the telephone 106 in the internal storage device 1507. In step S 560, a voice message “Please press 1 if there is a special report, press 2 if there is no special report” is transmitted to the telephone 106.

  On the other hand, on the telephone 106 side, in response to the reproduction of the voice message, the person in charge selects and inputs “1” when there is a special report and “2” when there is no special report. In step S562, the presence / absence of a special report is transmitted from the telephone 106 to the voice response server 101.

  As described above, the process in step S500 of FIG. 2 is completed. Next, if it is determined in step S505 in FIG. 2 that there is a special report, that is, if “1” is transmitted from the telephone 106 to the voice response server 101 in step S562 in FIG. Details will be described. FIG. 6 is a diagram illustrating an example of a flow of special note report reception processing.

  In FIG. 6, the voice response server 101 transmits a voice message “Please report special report in voice and press # at the end” to the telephone 106 in step S 620.

  On the other hand, on the telephone 106 side, the person in charge inputs the contents of the special report into the telephone 106 in response to the reproduction of the voice message. When the explanation of the special report is ended, the operation unit 1603 of the telephone 106 is operated to notify the end of the voice input. In step S622, the voice input content is transmitted from the telephone 106 to the voice response server 101.

  The voice response server 101 records voice data transmitted from the telephone 106 and stores the voice data in the internal storage device 1507 for a period until the operation of the # button is accepted after the voice message is transmitted. Thereafter, in step S630, a voice message “Please press 1 for important report, press 2 for normal report” is transmitted to the telephone set 106.

  On the other hand, on the telephone 106 side, in response to the reproduction of the voice message, the person in charge determines “1” in the case of an important report and “1” in the case of a normal report, based on the importance of the contents of the special report. Select "2" to input. In step S632, information regarding the importance of the special report is transmitted from the telephone set 106 to the voice response server 101.

  The voice response server 101 stores the content received from the telephone 106 in the internal storage device 1507.

  As described above, the process in step S600 of FIG. 2 is completed. Next, details of the processing in step S700 of FIG. 2 will be described. FIG. 7 is a flowchart illustrating an example of a process for notifying the telephone 106 of the completion of report reception and transmitting the received information to the support server 102.

  In step S 720, a voice message “A report has been received” is transmitted to the telephone 106. Then, it transfers to step S725 and the presence or absence of a special report is determined. If there is a special report (“YES” in step S725), the process proceeds to step S730 to perform voice recognition processing on the voice data of the special report. Text data obtained as a result of the speech recognition process is stored in the internal storage device 1507. Thereafter, the process proceeds to step S740. On the other hand, when there is no special report (“NO” in step S725), the process proceeds to step S740.

  In step S740, work report information received from the telephone 106 and stored in the internal storage device 1507, that is, user number, person-in-charge number, report type, work date, work start time or work end time, special report The presence / absence is transmitted to the support server 102. At this time, if a special report has been received from the telephone 106, the support server 102 associates the voice data of the special report with the text data of the special report obtained by the voice recognition processing and information on the importance of the special report. To be sent together.

  The support server updates the work report file 103 b with the work report information transmitted from the voice response server 101 and stores it in the external storage device 103. An example of the data structure of the work report file 103b is as shown in FIG.

  In FIG. 10, the work report file 103b includes a user number 1001, a work schedule date 1002, a work schedule start time 1003, a work schedule end time 1004, a work schedule person in charge according to a pre-created home care service plan. The number 1005 is registered in advance.

  The following other items are updated based on the contents of the work report information received from the voice response server 101.

  Of the work report file 103b, the items updated based on the work report contents include work execution date 1006, report date 1007, work start result time 1008, work end result time 1009, result person number 1010, basic Situation report 1011, special report audio storage destination 1012, special report report storage destination 1013, special report important classification 1014, special report playback number 1015, special report confirmation time (first time) 1016, special report report confirmer (first time) 1017, special report Confirmation time (final) 1018, Special note report confirmer (final) 1019, Special note report text editing time (first time) 1020, Special note report text editor (first time) 1021, Special note report text editing time (final) 1022, Special note report text editing (Final) 1023.

  Next, processing in the work report storage unit 102a performed on the support server 102 side when the voice response server 101 transmits information received from the telephone 106 to the support server 102 will be described with reference to FIG. FIG. 8 is a diagram showing an example of processing in the work report storage unit 102a. This processing is realized by reading a corresponding program stored in the internal storage device 1507 into the RAM 1502 and executing it in the CPU 1501. The

  In FIG. 8, in step S810, the support server 102 matches the user number 1001 and the scheduled work date 1002 based on the user number and work date included in the work report information received from the voice response server 101. Is obtained.

  In step S815, it is determined whether or not a special report is included in the work report information received from the voice response server 101. If a special report is included (“YES” in step S815), the process proceeds to step S820, where the special report voice and the special report text are stored in the special report voice file 103c and the special report text file in the external storage device 103. Each of them is stored in 103d. Thereafter, the process proceeds to step S830. Even when the special report is not included (“NO” in step S815), the process proceeds to step S830.

  In step S830, the work report file 103b is updated with the work report information received from the voice response server 101. For example, the values of report date and time 1007, work start record time 1008, work end record time 1009, record person number 1010, and basic situation report 1011 are set. The report date and time 1007 is the date and time when the report was last received from the person in charge for the work. If a special note report is included, the special note voice storage destination 1012 and the special note report text storage destination 1013 are stored in the special report voice file 103c and the special note report text file 103d stored in step S820 ( Path information and file name) are registered. If the special report is important, the value of the important report reproduction number 1015 is automatically assigned.

  Next, in step S835, it is determined whether or not the special report important category 1014 is set as “important” (or a value indicating “important”). Also, the previous work report file 103b to which the same user number 1001 is given is read, and the previous basic situation report 1011 and the latest basic situation report 1011 included in the file are compared, and the items that are deteriorated are compared. Determine presence or absence.

  If there is an item that is set to be important or worse than the previous basic status report 1011 (“YES” in step S835), the process proceeds to step S840. In step S840, first, the personnel master 103a is referred to, and the information of the person in charge having the number 902 that matches the result person number 1010 is read. Further, the number of the person who becomes the primary contact address is extracted from the primary contact address 907 for the person in charge, and the e-mail address 906 of the person having the matching number 903 is acquired.

  In step S850, a mail transmission document is first created. In the manuscript, if the special report important classification is set to important, for example, "There is an important report from the person in charge number mmmm, the important report replay number is nnn, and the special report text is as follows.-・ ・ Include "". Further, when there is an item whose situation has deteriorated, the item name and the situation are described as, for example, “face color: bad”. Further, an e-mail is transmitted with the acquired e-mail address 906 as a destination in the contents of the transmission document.

  As described above, the processing in the work report storage unit 102a is completed. Next, processing performed by the voice contact unit 101b when a person who has received the e-mail transmitted from the support server 102 accesses the voice response server 101 via the telephone 106 will be described with reference to FIG. To do. FIG. 11 is a diagram illustrating an example of processing in the voice communication unit 101b. This processing is realized by reading a corresponding program stored in the internal storage device 1507 into the RAM 1502 and executing it in the CPU 1501. .

  At this time, the responsible person dials a predetermined telephone number via the telephone 106 and connects to the voice response server 101. When the communication between the voice response server 101 and the telephone 106 is established, the voice response server 101 sends a voice message “Please press the responsible person number and # at the end” in step S2110 via the voice contact unit 101b. Is transmitted to the telephone 106.

  On the telephone 106 side used by the responsible person, the responsible person inputs the responsible person number and # in response to the reproduction of the voice message, and the input content is transmitted from the telephone 106 to the voice response server 101 in step S2112.

  Upon receiving the person-in-charge number from the telephone 106, the voice response server 101 stores it in the internal storage device 1507 and transmits it to the support server 102 in step S2114. The support server 102 refers to the staff master 103a, confirms the presence of the responsible person number, and transmits a confirmation result (“OK” or “NO”, the same applies hereinafter) to the voice response server 101 in step S2116.

  If the confirmation result received from the support server 102 is “impossible”, the voice response server 101 notifies the telephone to that effect and returns to step S2110 to repeat the processing up to step S2116. On the other hand, if the received confirmation result is “OK”, the process proceeds to step S 2120, and a voice message “Please press the special report playback number and finally #” is transmitted to the telephone 106.

  On the telephone 106 side, the responsible person inputs the special report reproduction number and # in response to the reproduction of the voice message, and the input content is transmitted from the telephone 106 to the voice response server 101 in step S2122.

  Upon receiving the special report reproduction number from the telephone 106, the voice response server 101 stores it in the internal storage device 1507 and transmits it to the support server 102 in step S2124. The support server 102 refers to the work report file 103b to check the presence / absence of the special report replay number. If “Yes”, the support server 102 reads the special report voice from the corresponding special report voice storage location 1012 in step S2126 and reads the voice. It transmits to the response server 101. On the other hand, in the case of “None”, the fact is transmitted to the voice response server.

  The voice response server 101, when receiving “None” as the special report voice, notifies the telephone 106 to that effect by voice, returns to step S2120, and repeats the processing up to step S2126. On the other hand, when the special report voice is received, the special report voice is reproduced by the telephone 106 in step S2130. When the playback of the special report voice is finished, the voice response server 102 sends a voice message “Please press 1 for repeated voice playback or press 2 for the end” to the telephone 106, and the instruction number from the telephone 106. Accept.

  On the telephone 106 side, the person in charge inputs the instruction number in response to the reproduction of the voice message, and the instruction number is transmitted from the telephone 106 to the voice response server 101 in step S2142.

  If the instruction number received from the telephone 106 is “1”, the voice response server 101 returns to step S2130 and repeats the process. On the other hand, if the received instruction number is “2”, a voice confirmation notification is transmitted to the support server 102 together with the special report reproduction number in step S2144. In addition, a voice message “Sound reproduction finished” is transmitted to the telephone 106. The person in charge can confirm the playback of this message and hang up the phone.

  When the support server 102 receives the voice confirmation notification, the support server 102 identifies the work report file 103b in which the received number is registered in the special report reproduction number 1015, and sends the special report confirmation date 1016 and the special report confirmer 1017 to the responsible person. Is set in the work report file 103b, and when the second and subsequent confirmations are made, the final special report confirmation date and time 1018 and the special report confirmer 1019 are set, and the work report file 103b is updated.

  As described above, the processing when the person in charge accesses the voice response server is completed.

  In the above, the case where the responsible person accesses the voice response server to confirm the special report voice using the telephone 106 has been described. However, the responsible person can check the work status from the terminal 107 to the Internet 105. It is also possible to access the support server 102 via In this case, the daily work report display unit 102b of the support server 102 reads the work report file 103b in accordance with the designation from the terminal 107 by the person in charge, and transmits screen information indicating the schedule and results of each person in charge to the terminal. . An example of a screen displayed on the display of the terminal 107 that has received such screen information is as shown in FIG.

  In FIG. 12, the display screen 1200 lists the person in charge 1201 belonging to the person in charge. The order of the person in charge 1201 is from the top to the bottom, in the order of the scheduled work start time of the day, or in the order of the person in charge. Instead of all the persons in charge belonging to the person in charge, only the unreferenced report may be selected and listed by operating the button 1204.

  The work status is indicated by boxes 1202 and 1203 in units of one hour. A box 1202 indicates a work schedule, and a box 1203 indicates a work record. In addition, the achievement box 1203 may be displayed in a graphic form with a special report, an important report, etc. color-coded and distinguished by blinking. In addition, if the value of the actual work start time is not set even after a predetermined time (for example, 10 minutes) has elapsed from the scheduled time, the schedule box is blinked to notify the situation. Further, in the field of the person in charge 1201, in addition to the person in charge number, the name of the person in charge read from the personnel master 103a can be displayed.

  When the person in charge selects the achievement box 1203 with the cursor, a daily report as shown in FIG. 13 is displayed in another window. The daily report display 1300 displays information related to work results acquired from the work report file 103b. Specifically, work date 1301, person name 1302, person number 1303, user name 1304, user name 1304, user number 1305, scheduled work time 1306, actual work time 1307, basic status report 1308, special report 1309 ( Important / Normal), special report confirmation time 1310, and special report text 1311 are included. The user name is acquired from the user master 103e.

The daily report display 1300 includes a “print” button 1312, a “save” button 1313, a “sound playback” button 1314, and a “close” button 1315.
When the operation of the button 1314 is detected, the support server 102 transmits a special report audio file to the terminal 107. When the terminal 107 receives the special report audio file, the terminal 107 activates a reproduction application to reproduce the special report audio file. The person in charge can check the reproduction content and correct the text information displayed in the special report text 1311.

  When the “Save” button 1313 is operated, information included in the daily report display 1300 at that time is transmitted to the support server 102. The support server 102 stores the received information in the internal storage device 1507, calls the work report storage unit 102a, and matches the user number 1001, work date 1002, and work start record 1006 of the work report file 103b. Update the file to the corrected information and store it. At this time, the special note report confirmation times 1016 and 1018 and the special note report text editing times 1020 and 1022 are updated together.

  As described above, according to the present invention, the person in charge receives the work report from the person in charge by telephone call (the trouble of recording the report contents in a form, etc., and analyzing the contents and calling the related person as necessary. Eliminates the hassle of making calls and listening to reports, mistakes in recording, and re-inquiries due to the absence of the other party.

  In addition, after the service is implemented, the person in charge can obtain the work report contents in real time without waiting for report submission from the person in charge, so that the service response process is quick and the quality of the care service can be improved.

[Other embodiment 1]
The work report display unit 102b of the support server 102 can also read the work report file 103b according to the designation from the terminal 107 by the person in charge, and can display the schedule and results of each user in charge on the display of the terminal 107. It is. An example of the screen displayed on the terminal 107 at this time is shown in FIG. The user switching button 1205 in FIG. 12 and the work status display switching button 1405 in FIG. 14 can be used to switch between FIG. 12 and FIG.

  In FIG. 14, the screen 1400 shows the situation for each user 1401 in units of one hour. The work status is indicated by boxes 1402 and 1403 in units of one hour. A box 1402 indicates a work schedule, and a box 1403 indicates a work record. In addition, the achievement box 1403 may be displayed in a graphic form with a special report, an important report, etc. color-coded and distinguished by blinking. In addition, if the value of the actual work start time is not set even after a predetermined time (for example, 10 minutes) has elapsed from the scheduled time, the schedule box is blinked to notify the situation.

  Further, when the achievement box 1403 is selected, a daily report display as shown in FIG. 13 can be performed.

[Other embodiment 2]
In the above embodiment, the example in which the special report audio file 103c is stored in the storage device 103 managed by the support server 102 as illustrated in FIG. 1 has been described. However, the storage location of the special report audio file 103 c is not limited to this, and may be stored in an external storage device managed by the audio response server 101.

  More specifically, when the work report information is transmitted to the support server 102 in S740 of FIG. 7, the special report voice file is not transmitted, but is stored in association with the important report reproduction number on the voice response server 101 side. . In this case, instead of the processing in steps S2124 and S2126 of FIG. 11, the corresponding special report voice is read from the storage device managed by the voice response server 101 based on the important report reproduction number, and is transmitted to the telephone set 106 in step S2130. May be.

[Other embodiment 3]
As mentioned above, the person in charge who is not familiar with information technology reports the daily report and the form in which the person in charge can see the information in real time, and when an important report occurs, sends an e-mail to the person in charge who is out or away The example which implements a service was explained about the form to do.

  The present invention shares information in real time between the person in charge and the person in charge directly and the work team without having a special mobile terminal to the person in charge who is a work employee who takes a work form of direct bounce, It is a system that can take appropriate measures according to the situation and can perform business smoothly. Therefore, within the scope of the purpose of the system, it is possible to change the content of the report from the person in charge and the form of work status graphic display according to each industry, and such changes are also included in the scope of the present invention. Is.

  Further, the above processing (for example, processing according to the diagram shown in the above embodiment) is stored as a program in a computer-readable storage medium such as a CD-R, ROM, DVD-ROM, MO, etc. By causing the computer to read (install or copy) the stored program, the computer can perform the above processing. Therefore, it is obvious that this storage medium is also within the scope of the present invention.

  Further, as a communication network instead of the Internet 105 for performing the above processing, a telecommunications network that has the same principle as the Internet, such as a radio, a power line, a telephone line, and a dedicated line can be used.

  According to the present invention corresponding to the above embodiment, the work report from the person in charge is stored in the external storage device 103 of the support server 102 as an electronic report regardless of the ability of information communication technology. , It is possible to prevent re-inquiry and insufficient communication between the person in charge and the person in charge.

  In addition, the server sends e-mails to the responsible person and the necessary parties to send the necessary important reports. be able to. In addition, since information is reported in real time from the person in charge at the nursing care site, the delay in response processing can be eliminated, and deterioration of the quality of the nursing care service can be prevented.

It is a figure which shows the structural example of the care service assistance system corresponding to embodiment of this invention. It is a figure showing an example of processing which receives a work report from a person in charge via telephone 106 corresponding to an embodiment of the present invention. It is a figure which shows an example of the process which accepts the input of a user number, a person in charge number, a report classification, and work date corresponding to embodiment of this invention. It is a figure which shows an example of the process which receives the input of start time corresponding to embodiment of this invention. It is a figure which shows an example of the process which receives the input of completion | finish time, a basic condition report, and the special report presence or absence corresponding to embodiment of this invention. It is a figure which shows an example of the process which receives the special mention report corresponding to embodiment of this invention. It is a figure which shows an example of the process which notifies the completion of report reception to the telephone set corresponding to embodiment of this invention, and transmits the received information to the support server. It is a figure which shows an example of the process in the work report storage part 102a corresponding to embodiment of this invention. It is a figure which shows an example of the data structure of the personnel master 103a corresponding to embodiment of this invention. It is a figure which shows an example of the data structure of the work report file 103b corresponding to embodiment of this invention. It is a figure which shows an example of the process in the voice communication part 101b corresponding to embodiment of this invention. It is a figure which shows an example of the display screen which shows the schedule of every person in charge, and the condition of a result corresponding to embodiment of this invention. It is a figure which shows an example of the daily report display corresponding to embodiment of this invention. It is a figure which shows an example of the display screen which shows the working condition for every user corresponding to other embodiment of this invention. It is a figure which shows an example of the hardware constitutions of the support server 102 corresponding to embodiment of this invention. It is a figure which shows an example of the hardware constitutions of the telephone set 106 corresponding to embodiment of this invention.

Claims (6)

A server device that connects to a first telephone terminal of a user who receives nursing care through a telephone network and communicates with the first telephone terminal,
From the person in charge of caring for the user, first report information on the implementation status of the care operation for the user including at least the operation execution date and the basic status including at least the condition of the user and the surrounding environment, First acquisition means for acquiring based on an operation input of the operation unit of the first telephone terminal;
The voice data based on the voice report of the person in charge via the voice input unit of the first telephone terminal, and the second report information on the user status are acquired as a value indicating the importance of the report content. A second acquisition means;
First storage means for storing the first report information and the second report information in association with the user and the person in charge;
The person in charge of the person responsible for reporting the care work performed for the user is associated with the person in charge and includes a contact number including the person in charge and the person in charge of the person in charge and a mail address. Second storage means for storing
When the value indicating the importance indicates that the second report information is important, the contact information of the responsible person stored in association with the person in charge is stored in the second storage unit. A notification means to notify the person in charge that an important report has been made,
In response to the notification, when the person in charge accesses the second telephone terminal via the telephone network, the voice data in the second report information can be reproduced on the second telephone terminal. A server apparatus comprising: a first transmission means for transmitting. The server device can be connected to a client terminal via the Internet,
The first storage means stores, in the second report information, text data generated by converting the voice data into text by voice recognition processing in association with corresponding voice data,
Further, when there is access from the client terminal of the person in charge via the Internet, screen information including at least the first report information, the value indicating the importance level, and the text data is transmitted to the client terminal. The server device according to claim 1, further comprising a second transmission unit for transmitting. The first storage means further stores a scheduled work date and time for the user by the person in charge,
The second transmission unit is configured to determine, for the person in charge associated with the person in charge in the second storage part, for each person in charge based on the scheduled work date and time and the work execution date and time in the first storage means. The server apparatus according to claim 2, wherein screen information indicating a work situation is further transmitted to the client terminal.   The second transmission unit is configured to determine, for each user based on the scheduled work date and time and the work execution date and time in the first storage unit, for the user associated with the person in charge in the first storage unit. The server apparatus according to claim 2, wherein screen information indicating a work situation is further transmitted to the client terminal.   The computer program for functioning a computer as a server apparatus in any one of Claims 1 thru | or 4.   A computer-readable storage medium storing the computer program according to claim 5.

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