JP2022052080A - Dispensing pharmacy customer service support device and dispensing pharmacy customer service support method - Google Patents

Abstract

To reduce stress that may be given to a patient when dispensing is not completed in the order of receiving dispensing requests.SOLUTION: A dispensing pharmacy customer service support device includes: a waiting time calculation unit 12 that calculates waiting time until dispensing is completed for each patient who requested the dispensing; an allocation unit 13 that allocates patients into multiple groups according to lengths of the calculated waiting time; and a waiting area guidance unit 14 that provides the patients with guidance information for one of a plurality of waiting areas based on allocation results. By allocating and guiding the waiting areas where the patients wait, according to lengths of the waiting time until the dispensing is completed, situations where patients with long waiting time and patients with short waiting time wait in the same waiting area are eliminated. Even if it happens that the patient who requested the dispensing later receives medicine before the patient who requested the dispensing earlier receives medicine, the patient who requested the dispensing earlier is caused not to be aware of it.SELECTED DRAWING: Figure 2

Description

The present invention relates to a dispensing pharmacy customer service support device and a dispensing pharmacy customer service support method, and is particularly suitable for use in a system for supporting customer service related to dispensing performed at a dispensing pharmacy.

Conventionally, for the purpose of providing useful information to patients, there is known a system that provides patients with information on the progress of dispensing work performed by staff such as pharmacists at dispensing pharmacies and the waiting time of patients. (See, for example, Patent Documents 1 and 2).

In the system described in Pat. By doing so, it is possible to accurately inform patients who have different waiting times due to the complexity of dispensing the status of waiting for dispensing.

In the system described in Patent Document 2, a pharmacy support server connected to the tablet via a network has a patient status information storage unit that stores the reception status of patients in each process of dispensing business as patient status information for each patient. , When the tablet displays a screen showing information such as how many patients are waiting in which process based on the patient status information, and when there is a request to display the screen of the specified patient from the tablet. , The screen corresponding to the process corresponding to the patient (the screen showing the reception status of which process the patient is in) is displayed on the tablet.

Japanese Unexamined Patent Publication No. 2008-4060 Japanese Unexamined Patent Publication No. 2017-33173

A patient who has to wait a long time from requesting dispensing to receiving a drug by providing the patient with information on the progress of dispensing work and waiting time as in the system described in Patent Documents 1 and 2. The stress of the patient can be relieved to some extent.

However, the time required for dispensing varies depending on the type and amount of the prescribed drug, and the dispensing is not always completed in the order in which the dispensing requests are received. Therefore, it is possible that a patient who requests dispensing later receives the drug before the patient who requested dispensing first. In this case, there is a problem that the patient who requested the dispensing first may be stressed.

The present invention has been made to solve such a problem, and to be able to reduce the stress that may be given to a patient if the dispensing is not completed in the order in which the dispensing requests are received. With the goal.

In order to solve the above-mentioned problems, in the present invention, the waiting time until the dispensing is completed is calculated for each patient who requested the dispensing, and the patients are divided into a plurality of groups according to the calculated waiting time length. Therefore, the patient is provided with guidance information for any one of the plurality of waiting areas.

According to the present invention configured as described above, the waiting place for the patient is divided according to the length of the waiting time until the dispensing is completed, so that the patient with a long waiting time and the patient with a short waiting time can be divided. Will no longer be waiting at the same waiting area. For this reason, the waiting time of the patient who requested the dispensing later is short, the waiting time of the patient who requested the dispensing first is long, and the patient who requested the dispensing later has the drug before the patient who requested the dispensing first. Even if it happens, the patient who requested the dispensing first can be unaware of it. As a result, it is possible to prevent the patient who requested the dispensing first from being stressed.

It is a figure which shows the configuration example of the dispensing pharmacy customer service support system provided with the dispensing pharmacy customer service support device according to this embodiment. It is a block diagram which shows the functional composition example of the dispensing pharmacy customer service support apparatus by this embodiment. It is a figure which shows an example of the waiting time table information referred to by the waiting time calculation part of this embodiment. It is a flowchart which shows the operation example of the dispensing pharmacy customer service support system by this embodiment. It is a figure which shows an example of the user interface for the staff of a dispensing pharmacy to set a waiting time.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a diagram showing a configuration example of a dispensing pharmacy customer service support system provided with a dispensing pharmacy customer service support device according to the present embodiment. As shown in FIG. 1, the dispensing pharmacy customer service support system 100 of the present embodiment includes a ticket issuing machine 101, a reservation receiving machine 102, a reader / writer 103, an RF tag 104, and readers 105 _-1 to 105 _-4 (hereinafter collectively, readers). It is equipped with a dispensing pharmacy customer service support device 106, a waiting area guide plate 107, preparation completion guide plates 108 _-1 and _108-2 , and patient terminals 109 _-1 and _109-2 . An application (hereinafter referred to as a medicine notebook application) having a function related to a so _- called medicine notebook is installed in the patient terminals 109 _-1 and 109-2.

Between the ticketing machine 101 and the reservation reception machine 102, between the reservation reception machine 102 and the dispensing pharmacy customer service support device 106, between the reader / writer 103 and the dispensing pharmacy customer service support device 106, and between the reader 105 and the dispensing pharmacy customer service support device. It is connected to 106 by a wired LAN or a wireless LAN, respectively. Further, the patient terminal _109-2 and the dispensing pharmacy customer service support device 106 are connected by a wireless LAN or an internet line. The function of the reservation reception machine 102 may be provided in the dispensing pharmacy customer service support device 106.

In the dispensing pharmacy customer service support system of the present embodiment, the reservation receiving machine 102 is connected to the dispensing reservation system 200 via a communication network such as the Internet and a mobile phone network, and is linked with the dispensing reservation system 200. The patient can access the dispensing reservation system 200 from the patient terminal _109-1 using the function of the medicine notebook application, select a desired dispensing pharmacy, and make a dispensing reservation. In the following, for convenience of explanation, the terminal used by the patient who makes a reservation for dispensing from the dispensing reservation system 200 is reserved for the patient terminal 109 _-1 , and the terminal used by the patient who visits the dispensing pharmacy is used as the terminal for the patient who visits the store 109 _-2 . When the two are not particularly distinguished, the patient terminal 109 is used.

The ticket issuing machine 101 issues a receipt NR to which predetermined identification information is attached each time a patient requests dispensing. For example, the ticket issuing machine 101 issues a number receipt NR with a dispensing number. This dispensing number is used as management information for managing the progress of dispensing operations, calculating the waiting time until dispensing is completed, and notifying or guiding various information to patients. On the number receipt NR, a number indicating a dispensing number assigned to each dispensing and code information (for example, a two-dimensional code) encoding the dispensing number are printed.

The dispensing request may be received from a patient who has visited the dispensing pharmacy, or may be received from a remote patient through the dispensing reservation system 200 and the reservation reception machine 102. When a patient who visits a dispensing pharmacy requests dispensing, the staff of the dispensing pharmacy issues a number receipt NR by operating a button or the like of the ticket issuing machine 101. A patient who visits a dispensing pharmacy reads the two-dimensional code of the number receipt NR using the two-dimensional code reading function of the patient terminal _109-2 , and obtains the dispensing number issued by the ticket issuing machine 101 in the medicine notebook. It can be imported into the app. When the visiting patient terminal 109 _-2 reads the two-dimensional code and obtains the dispensing number, the visiting patient terminal 109 _-2 notifies the dispensing pharmacy customer service support device 106 of its own address information together with the dispensing number, and the dispensing pharmacy customer service. The support device 106 stores this.

Here, the terminal _109-2 for visiting patients acquires the dispensing number by reading the two-dimensional code of the number receipt NR, but the present invention is not limited to this. For example, when the terminal _109-2 for visiting patients has the reader function of the RF tag 104, the dispensing number recorded on the RF tag 104 may be read as described later.

On the other hand, when the reservation reception machine 102 receives a dispensing request (reservation) from the remote patient reservation patient terminal 109 _-1 through the dispensing reservation system 200, the reservation reception machine 102 notifies the ticket issuing machine 101 of the reservation acceptance. Then, upon receiving this notification, the ticket issuing machine 101 issues a number receipt NR. The ticket issuing machine 101 notifies the reservation receiving machine 102 of the dispensing number issued at this time, and the reservation receiving machine 102 notifies the dispensing number to the medicine notebook application of the reservation patient terminal _109-1 via the dispensing reservation system 200. .. After that, the patient who has made a reservation for dispensing enters the notified dispensing number into the dispensing reservation system 200, and the dispensing reservation is linked to the dispensing number from the dispensing pharmacy customer service support device 106 via the reservation reception machine 102. It is possible to browse various information provided to the system 200.

The reader / writer 103 reads and analyzes the two-dimensional code printed on the number receipt NR, and records the analyzed dispensing number in the internal memory of the RF tag 104. The dispensing number analyzed by the reader / writer 103 is also notified to the dispensing pharmacy customer service support device 106 and stored in the internal memory. The number printed on the number receipt NR may be input to the reader / writer 103 by the staff of the dispensing pharmacy, so that the input dispensing number may be recorded in the internal memory of the RF tag 104.

Instead of recording the dispensing number in the internal memory of the RF tag 104, the unique identification information of the RF tag 104 is read by the reader / writer 103, and the dispensing number acquired by the reader / writer 103 by reading the two-dimensional code. It may be linked and stored in the internal memory of the dispensing pharmacy customer service support device 106. In this case, what is transmitted from the readers 105 _-1 to 105 _-4 , which will be described later, to the dispensing pharmacy customer service support device 106 is not the dispensing number but the unique identification information of the RF tag 104. In the following, an example of identification using a dispensing number will be described.

The number receipt NR issued by the ticket issuing machine 101, the RF tag 104 on which the dispensing number is recorded, and the prescription PS received from the patient are put into the basket BK for dispensing work, and thereafter, the pharmacist uses this basket BK. Dispensing work is carried out by. The prescription PS is received from a patient who visits a dispensing pharmacy, or is printed based on prescription image data acquired from the dispensing reservation system 200 when the reservation reception machine 102 accepts a dispensing reservation.

Leaders 105 _-1 to 105 _-4 are installed at each location where the pharmacist performs dispensing work in each process. In this embodiment, four readers 105 _-1 to 105 _-4 are used, the first reader 105 _-1 is installed at the starting position of dispensing, and the second leader 105 _-2 is installed at the starting position of audit. The third reader 105 _-3 is installed in the drug preparation complete position, and the fourth reader 105 _-4 is installed in the drug delivery complete position. The position in the dispensing pharmacy to set the readers 105 _-1 to 105 _-4 can be arbitrarily determined according to the operation of the dispensing pharmacy.

The basket BK loaded with the number receipt NR, RF tag 104 and prescription PS is first placed on the first reader _105-1 . The pharmacist picks up the basket BK placed on the first reader _105-1 and begins dispensing the drug indicated on the prescription PS. When the basket BK is placed on the first reader 105 _-1 , the dispensing number of the RF tag 104 contained in the basket BK is read by the first reader 105 _-1 and the first reader 105 _-1 is read. The dispensing number is transmitted to the dispensing pharmacy customer service support device 106 together with the identification information (referred to as the first reader ID).

In addition to reading the first reader ID of the RF tag 104 with the first reader _105-1 , the pharmacist ID recorded on the RFID wristband, RFID card, IC card, etc. individually owned by the pharmacist is also the first. It is also possible to link who is dispensing by reading with the reader 105-1 of ₁ and transmitting and recording this pharmacist ID together with the first reader ID to the dispensing pharmacy customer service support device 106.

The dispensing pharmacist places the basket BK containing the dispensed drug on the second reader _105-2 . Then, the pharmacist who dispensed the pharmacist or another pharmacist different from the pharmacist picked up the basket BK placed on the second reader _105-2 , and the type and amount of the drug prepared based on the prescription PS were determined. Audit for mistakes. When the basket BK is placed on the second reader _105-2 , the dispensing number of the RF tag 104 contained in the basket BK is read by the second reader _105-2 , and the second reader _105-2 The dispensing number is transmitted to the dispensing pharmacy customer service support device 106 together with the identification information (referred to as the second reader ID). In this case, since the pharmacist may change from the previous process, it is also possible to read and associate the above-mentioned pharmacist ID again with the second reader _105-2 .

The audited pharmacist places the basket BK containing the audited drug on the third reader _105-3 . Then, the pharmacist who dispensed the medicine picks up the basket BK placed on the third reader _105-3 and hands the medicine prepared based on the prescription PS to the patient. At this time, the pharmacist also gives guidance on medication. When the basket BK is placed on the third reader 105 _-3 , the dispensing number of the RF tag 104 contained in the basket BK is read by the third reader 105 _-3 , and the third reader 105 _-3 is read. The dispensing number is transmitted to the dispensing pharmacy customer service support device 106 together with the identification information (referred to as the third reader ID). Similarly, in this step, it is also possible to read and associate the pharmacist ID with the third reader _105-3 .

After delivering the drug to the patient, the pharmacist places the basket BK on the fourth reader 105 _-4 . When the basket BK is placed on the fourth reader 105 _-4 , the dispensing number of the RF tag 104 contained in the basket BK is read by the fourth reader 105 _-4 , and the fourth reader 105 _-4 The dispensing number is transmitted to the dispensing pharmacy customer service support device 106 together with the identification information (referred to as the fourth reader ID).

The dispensing pharmacy customer service support device 106 manages the progress of a series of dispensing operations based on the dispensing number notified by the reader / writer 103, the prescription information input by the staff based on the prescription PS, and the information sent from the reader 105. , Calculation of waiting time from receipt of dispensing request to completion of dispensing (for example, time from issuance of number receipt NR by ticketing machine 101 to placement of basket BK on third reader 105 _-3 ), patient Performs processing related to notification or guidance of various information to.

The dispensing pharmacy customer service support device 106 calculates the waiting time until dispensing is completed for each patient who requested dispensing, divides the patients into a plurality of groups according to the calculated length of the waiting time, and waits for a plurality of patients. Provide the patient with guidance information for any of the locations (eg, waiting room or waiting space). Multiple waiting areas are visually separated so that patients in one of the waiting areas cannot see or easily see what is inside the other. There is. Information on the waiting area is provided to the waiting area information board 107 and the medicine notebook application of the patient terminal 109. Further, the dispensing pharmacy customer service support device 106 detects the progress status of the dispensing business until the dispensing is completed for each patient who requested the dispensing, and provides the patient with information on the progress status (hereinafter referred to as progress information). Progress information is provided to the preparation completion guide version 108 _-1 , _108-2 and the medicine notebook application of the patient terminal 109.

The preparation completion guide plates 108 _-1 and 108 _-2 will be installed in the two waiting areas of the dispensing pharmacy, respectively. That is, the first preparation completion guidance plate 108 _-1 is installed in the first waiting place, and the second preparation completion guidance plate _108-2 is installed in the second waiting place. When the dispensing pharmacy customer service support device 106 provides the patient with progress information corresponding to a certain dispensing number, the patient is treated according to the dispensing number among the two ready _- to-use guide plates 108 _-1 and 108-2. Progress information will be provided to the preparation completion guide version 108 installed in the waiting area of the guide.

FIG. 2 is a block diagram showing a functional configuration example of the dispensing pharmacy customer service support device 106 according to the present embodiment. As shown in FIG. 2, the dispensing pharmacy customer service support device 106 of the present embodiment has a prescription information input unit 11, a waiting time calculation unit 12, a distribution unit 13, a waiting place guidance unit 14, and a progress status detection unit 15 as functional configurations. It also has a progress providing unit 16. Further, the dispensing pharmacy customer service support device 106 of the present embodiment includes a progress status storage unit 10 as a storage medium for storing information regarding the progress status detected by the progress status detection unit 15.

Each of the above functional blocks 11 to 16 can be configured by any of hardware, DSP (Digital Signal Processor), and software. For example, when configured by software, each of the above functional blocks 11 to 16 is actually configured to include a computer CPU, RAM, ROM, etc., and is a program stored in a recording medium such as RAM, ROM, hard disk, or semiconductor memory. Is realized by the operation of.

The progress detection unit 15 detects the progress of the dispensing operation for each patient who has requested dispensing (that is, for each dispensing number issued by the ticket issuing machine 101 in response to a request from the patient). When the progress status detection unit 15 inputs a new dispensing number from the reader / writer 103, the progress status detection unit 15 creates a record record corresponding to the dispensing number in the progress status storage unit 10. After that, the progress detection unit 15 detects the progress of the dispensing business based on the first to fourth reader IDs sequentially sent from the reader 105 together with the dispensing number, and progresses the progress information indicating the detected progress. Sequentially record in the corresponding record of the situation storage unit 10.

In the present embodiment, the progress detection unit 15 detects the progress of dispensing, auditing, dispensing completion (drug preparation completion), and drug delivery completion. That is, the progress detection unit 15 detects that dispensing has started when the first reader ID is received from the first reader _105-1 (when the basket BK is placed at the dispensing start position). , The progress information of "dispensing" as the progress status is recorded in the progress status storage unit 10.

After that, the progress detection unit 15 detects that the audit has started when the second reader ID is received from the second reader _105-2 (when the basket BK is placed at the start position of the audit). , The progress information of "under audit" as the progress status is recorded in the progress status storage unit 10. After that, when the progress detection unit 15 receives the third reader ID from the third reader _105-3 (when the basket BK is placed in the drug ready position), the dispensing including the audit is completed. This is detected, and the progress information of "dispensing completed" is recorded in the progress storage unit 10 as the progress status.

Further, the progress detection unit 15 completes delivery of the prescription drug to the patient when the fourth reader ID is received from the fourth reader _105-4 (when the basket BK is placed in the drug delivery completion position). The progress information of "drug delivery completed" is recorded in the progress storage unit 10 as the progress status.

The progress status providing unit 16 provides the patient with information on the progress status of the dispensing operation detected by the progress status detecting unit 15. That is, the progress status providing unit 16 provides the patient with the progress information recorded in the progress status storage unit 10. As described above, the progress status providing unit 16 provides progress information to one of the two preparation completion guide versions 108 _-1 and _108-2 and the medicine notebook application of the patient terminal 109.

For example, when the progress status providing unit 16 detects “dispensing completed” as the progress status, the progress status providing unit 16 is installed in two waiting areas of the dispensing _pharmacy . _{-Of 2} , the patient is notified that the dispensing related to the dispensing number has been completed by displaying the dispensing number to the person installed in the waiting area of the patient corresponding to the dispensing number for which the progress of "dispensing completed" has been detected. Notify to. A patient who has come to the store and is waiting at any of the waiting areas can know that the dispensing has been completed by displaying his / her dispensing number on the preparation completion guide plate 108.

In addition, the progress status providing unit 16 provides progress information for the patient during dispensing, auditing, dispensing completion, and drug delivery completion in response to the progress confirmation request sent from the drug notebook application of the patient terminal 109 together with the dispensing number. It is provided to the medicine notebook application of the terminal 109. The medicine notebook application displays progress information indicating the current status of dispensing, auditing, dispensing completion, and medicine delivery completion on the progress confirmation screen.

For example, the progress status providing unit 16 links the progress information to the dispensing number and provides it to the dispensing reservation system 200. The dispensing reservation system 200 makes the progress information provided by the progress status providing unit 16 available for viewing from the medicine notebook application of the reservation patient terminal _109-1 . By accessing the dispensing reservation system 200 and inputting the dispensing number, the reservation patient terminal 109 _-1 acquires the progress information associated with the dispensing number and displays it on the progress confirmation screen of the medicine notebook application. .. Patients who have made a reservation for dispensing remotely can know to what stage the dispensing work has progressed by looking at this progress confirmation screen.

If the medicine notebook application of the visiting patient terminal 109 _-2 obtains the dispensing number by reading the two-dimensional code of the number receipt NR or the RF tag 104, the progress providing unit 16 may use the visiting patient terminal _109- . In response to the progress confirmation request sent from the medicine notebook application of ₂ together with the dispensing number via the wireless LAN, the progress information of the dispensing is also provided to the medicine notebook application of the patient terminal _109-2 . The medicine notebook application of the terminal _109-2 for visiting patients displays the dispensing information acquired from the dispensing pharmacy customer service support device 106 on the progress confirmation screen. Patients who come to the dispensing pharmacy can know to what stage the dispensing business has progressed by looking at this progress confirmation screen.

The prescription information input unit 11 inputs the information (prescription information) described in the prescription PS into the dispensing pharmacy customer service support device 106 according to the input operation by the staff of the dispensing pharmacy. The prescription information includes information such as the patient name, the type and amount of the prescribed drug, the number of prescription days, and the adjustment method. The staff of the dispensing pharmacy inputs the above prescription information in association with the dispensing number input from the reader / writer 103 on the predetermined input screen provided by the dispensing pharmacy customer service support device 106. The staff of the dispensing pharmacy may input prescription information into a system called a so-called dispensing receipt computer, and the prescription information input unit 11 may input prescription information from the dispensing receipt computer. Alternatively, the dispensing pharmacy customer service support device 106 may be provided as one function of the dispensing receipt computer.

For example, when the progress detection unit 15 inputs a dispensing number from the reader / writer 103 to create a new record, the prescription information input unit 11 displays an input screen associated with the dispensing number on the dispensing pharmacy customer service support device 106. Display. The staff of the dispensing pharmacy inputs the above-mentioned prescription information on the input screen displayed in this way. The input prescription information is used for the waiting time calculation by the waiting time calculation unit 12.

The waiting time calculation unit 12 calculates the waiting time until the dispensing is completed for each patient who requested the dispensing (that is, for each dispensing number issued by the ticket issuing machine 101 in response to the request from the patient). That is, when the waiting time calculation unit 12 inputs the prescription information from the prescription information input unit 11, the time required for dispensing according to the prescription content indicated by the prescription information (for example, until the status becomes "dispensing completed"). Dispensing time) is calculated as the patient's waiting time.

Here, if there is a pharmacist (a pharmacist who is not performing dispensing work) waiting when a new dispensing request is generated, the waiting time calculation unit 12 responds to the complexity of the requested dispensing and the amount of the drug to be dispensed. The specified predetermined dispensing time is derived as a waiting time. For example, the waiting time calculation unit 12 refers to the waiting time table information configured by associating the complexity of dispensing and the amount of the drug to be dispensed with the waiting time, so that the patient may be dispensed based on the prescription PS. Derive the waiting time.

FIG. 3 is a diagram showing an example of waiting time table information referred to by the waiting time calculation unit 12. In FIG. 3, the dispensing degree indicates the rank of the treatment time required, which is set according to the complexity of dispensing and the amount of the drug to be dispensed.

In the waiting time table information shown in FIG. 3, the amount of the drug is represented by the number of prescription days. The longer the prescription days, the greater the amount of drug to be dispensed. Further, in the waiting time table information shown in FIG. 3, the complexity of dispensing is represented by the information with / without instructions for packaging / crushing and the information with / without powder / liquid agent. When there is an instruction for packaging / crushing, the dispensing becomes more complicated than when there is no instruction, and when there is a powder / liquid agent, the dispensing becomes more complicated than when there is no instruction.

In the waiting time table information shown in FIG. 3, a predetermined waiting time is set for each dispensing degree set according to the complexity of such dispensing and the amount of the drug. The predetermined waiting time is a preset time from an empirical point of view. For example, the waiting time is set to 15 minutes for the dispensing degree A in which the number of prescription days is 14 days or less, there is no instruction for packaging / crushing, and there is no powder / liquid agent. In addition, the prescription period is longer than 14 days, there is no instruction for packaging / crushing, and the waiting time is set to 20 minutes for the dispensing degree C that there is no powder / liquid. The threshold of 14 days for the number of prescription days is intended as a prima facie guideline for whether or not the prescription is for a chronic disease. For prescriptions for chronic diseases, the prescription days are often longer than 14 days.

When there is no pharmacist waiting when a new dispensing request is generated (when all pharmacists in the dispensing pharmacy are executing dispensing), the waiting time calculation unit 12 refers to the waiting time table information in FIG. While specifying a predetermined dispensing time, until one of the dispensing operations is completed according to the progress status of the dispensing operation detected by the progress detection unit 15 (progress information stored in the progress storage unit 10). The remaining dispensing time of the patient is specified, and the waiting time of the patient is derived from the predetermined dispensing time and the remaining dispensing time.

Whether or not there is a pharmacist on standby can be confirmed, for example, by referring to the progress storage unit 10. That is, the number of pharmacists working at the dispensing pharmacy is registered in advance, and when a new request for dispensing occurs (when the waiting time calculation unit 12 inputs new prescription information from the prescription information input unit 11). Then, the number of records in which the progress information of "dispensing" or "auditing" is recorded (hereinafter referred to as "in operation record") is compared with the number of registered pharmacists. Then, if the number of operating records is less than the registered number of pharmacists, it is determined that there is a waiting pharmacist, and if not, it is determined that there is no waiting pharmacist. Since it takes a certain amount of time for the pharmacist to give medication instruction when handing the medicine to the patient, a record in which progress information other than "drug delivery completed" is recorded may be treated as an operating record. ..

When the pharmacist ID of each process is recorded in association with the dispensing number, it is also possible to use the pharmacist ID instead of the progress information. For example, it is possible to treat the record in which the pharmacist ID is recorded as an operating record. However, in this case, when the drug delivery to the patient is completed, the progress information of the corresponding record is updated to "drug delivery completed" and the pharmacist ID is deleted from the corresponding record.

In the present embodiment, the "remaining dispensing time until the end of any dispensing operation" to be specified when it is determined that there is no waiting pharmacist is simply specified as follows. Simplified means that the remaining dispensing time is not calculated exactly, but is roughly specified by allowing some error. An example of calculating the remaining dispensing time when the record in which the progress information of "dispensing" or "auditing" is recorded is regarded as an operating record will be described below.

First, the waiting time calculation unit 12 determines whether or not the progress information is "auditing" in the operating records, and if there is "auditing", the remaining dispensing time is determined. Specify the time of. As an example, it is assumed that the time required for the audit is about the same regardless of the dispensing degree, and the predetermined time required for the audit is specified as the remaining dispensing time.

It should be noted that different audit times depending on the dispensing degree may be stored as table information, and the remaining dispensing time may be specified by referring to the audit time table information. In this case, when the waiting time calculation unit 12 specifies the dispensing degree according to the prescription information input from the prescription information input unit 11, the waiting time calculation unit 12 records the dispensing degree information in the newly created record of the progress storage unit 10. deep. Then, when the waiting time calculation unit 12 refers to the operating record, the dispensing degree recorded in the operating record is confirmed, and the remaining dispensing time corresponding to the confirmed dispensing degree is acquired from the audit time table information. ..

On the other hand, if there is no progress information "auditing" among the operating records, that is, if the progress information is "dispensing" for all the operating records, the waiting time calculation unit 12 may, for example, , The shortest waiting time (15 minutes of dispensing degree A in the example of FIG. 3) is specified as the remaining dispensing time. As described above, dispensing according to dispensing degree A is not related to chronic diseases, but can be said to be the most frequently occurring prescription case. Therefore, on the assumption that at least one of the operating records has a dispensing degree of A, the waiting time of 15 minutes at which the dispensing operation is completed at the shortest is specified as the remaining dispensing time.

If the dispensing degree information is recorded in each record of the progress storage unit 10 as described above, when the waiting time calculation unit 12 refers to the operating record, it is recorded in the operating record. By checking the dispensing degree and the waiting time table information in FIG. 3, it is possible to specify the shortest waiting time among the dispensing degrees recorded in the operating record as the remaining dispensing time. Is.

For example, if there is no pharmacist waiting at the time of a new dispensing request, the dispensing degree B is determined for the dispensing related to the new request, and the remaining dispensing time specified by referring to the operating record is 20 minutes. The waiting time calculation unit 12 specifies 30 minutes + 20 minutes = 50 minutes as the remaining dispensing time. The dispensing work of the operating record is actually in progress, and the waiting time recorded in the waiting time table information is rarely the actual remaining dispensing time, but it is shorter than the actual waiting time. Preferable over estimating time.

The distribution unit 13 distributes patients to a plurality of groups according to the length of the waiting time calculated by the waiting time calculation unit 12. The number of groups to be distributed here shall be the same as the number of waiting rooms provided by the dispensing pharmacy as equipment. For example, when a dispensing pharmacy has two waiting rooms, the distribution unit 13 distributes patients into two groups according to the length of the waiting time calculated by the waiting time calculation unit 12. As an example, a patient for which a waiting time of 30 minutes or less is calculated is referred to as a first group, and a patient for which a waiting time longer than 30 minutes is calculated is referred to as a second group. In addition, although this distribution is performed including the patients who visited the store and the patients who made a reservation, it is also possible to group only the patients who made a reservation separately.

The waiting area guidance unit 14 provides the patient with guidance information for any one of the plurality of waiting areas based on the result of distribution by the distribution unit 13. When the patients are divided into two groups as described above, the waiting place guidance unit 14 provides the patients with guidance information urging them to wait at either the first waiting place or the second waiting place. As described above, the waiting place guide unit 14 provides the waiting room guidance information to the waiting place guide plate 107 and the medicine notebook application of the patient terminal 109.

For example, the waiting area information unit 14 is installed in the dispensing pharmacy when the prescription information is input by the information input unit 11 and the waiting time is calculated by the waiting time calculation unit 12. Notifies the patient's waiting area by displaying the waiting area. For example, as shown in FIG. 1, the waiting area guide plate 107 is divided into two display areas, and the dispensing number is displayed in either the first display area for the first waiting area or the second display area for the second waiting area. .. By looking at the display on the waiting area information board 107, the patient who is visiting the store can know which waiting area to wait for, and actually moves to the waiting area accordingly.

Further, the waiting place guidance unit 14 provides the waiting place guidance information to the medicine notebook application of the reserved patient terminal _109-1 via the dispensing reservation system 200. For example, the waiting place guidance unit 14 associates the waiting place guidance information with the dispensing number and provides it to the dispensing reservation system 200. The dispensing reservation system 200 provides, for example, the issued dispensing number and guidance information of the waiting place to the medicine notebook application as a response to the dispensing reservation made from the reserved patient terminal _109-1 . Patients who have made a dispensing reservation remotely can know which waiting place to wait when they go to the dispensing pharmacy to pick up the medicine by looking at the guidance information provided in the medicine notebook app. can.

When the medicine notebook application of the visiting patient terminal 109 _-2 obtains the dispensing number by reading the two-dimensional code of the number receipt NR or the RF tag 104, the waiting area information unit 14 sets the visiting patient terminal _109- . Information on the waiting area is also provided for the medicine notebook application of ₂ . Patients who come to the dispensing pharmacy can know which waiting place to wait by looking at the guidance information provided in the medicine notebook application.

FIG. 4 is a flowchart showing an operation example of the dispensing pharmacy customer service support system according to the present embodiment configured as described above. The flowchart shown in FIG. 4 starts when the dispensing pharmacy receives a dispensing request from a patient. The flowchart shown in FIG. 4 shows the flow of processing executed for one patient who has requested dispensing.

First, when the staff of the dispensing pharmacy receives the prescription PS from the patient who visited the store, the button of the ticket issuing machine 101 is operated. As a result, the ticket issuing machine 101 issues the number receipt NR (step S1). When a remote patient makes a dispensing reservation through the dispensing reservation system 200, when the reservation reception machine 102 accepts a dispensing reservation from the dispensing reservation system 200, the ticket issuing machine 101 receives a notification from the reservation reception machine 102 and the number. Issue a receipt NR.

Next, the staff of the dispensing pharmacy installs the RF tag 104 on the reader / writer 103, analyzes the two-dimensional code by reading the two-dimensional code printed on the number receipt NR by the reader / writer 103, and RFs the analyzed dispensing number. Recording is performed in the internal memory of the tag 104 (step S2). As described above, the staff of the dispensing pharmacy may input the number printed on the number receipt NR into the reader / writer 103 to record the input dispensing number in the internal memory of the RF tag 104. ..

Next, when the dispensing is requested by the visiting patient, the dispensing number is acquired by the visiting patient terminal _109-2 by reading the number receipt NR or the RF tag 104 by the visiting patient terminal _109-2 (. Step S3). On the other hand, when a remote patient makes a dispensing reservation through the dispensing reservation system 200, the dispensing number issued by the ticket issuing machine 101 is assigned to the reservation patient terminal 109 _-1 via the reservation receiving machine 102 and the dispensing reservation system 200. Get it at.

Next, the information input unit 11 inputs the prescription information described in the prescription PS according to the input operation by the staff of the dispensing pharmacy (step S4). Next, the waiting time calculation unit 12 calculates the waiting time until the dispensing is completed with reference to the waiting time table information based on the prescription information input by the information input unit 11 for the patient who requested the dispensing. (Step S5). If there is no pharmacist waiting when a new dispensing request is generated, the remaining dispensing time is further specified in consideration of the progress of the dispensing work detected by the progress detection unit 15, and the remaining dispensing time is specified from the waiting time table information. The patient's waiting time is calculated from the prescribed dispensing time and the remaining dispensing time.

Next, the distribution unit 13 distributes the patients to any of a plurality of groups according to the length of the waiting time calculated by the waiting time calculation unit 12 (step S6). Then, based on the result of distribution by the distribution unit 13, the waiting area guidance unit 14 provides guidance information for prompting the patient to wait at any of the plurality of waiting areas of the waiting area information board 107 and the patient terminal 109. It is provided to the patient by displaying it on the medicine notebook application (step S7).

After that, the progress detection unit 15 detects the progress of the dispensing work related to the dispensing number issued to the patient (step S8). That is, the progress detection unit 15 determines whether or not any of the first reader ID to the fourth reader ID has been received from the reader 105. If no reader ID has been received from the reader 105 and there is no change in the progress of the dispensing business, the determination in step S8 is continued. On the other hand, when a change is detected in the progress of the dispensing business, the progress detection unit 15 provides progress information (either during dispensing, auditing, dispensing completion, or drug delivery completion) indicating the progress at that time. Recording is performed in the storage unit 10 (step S9).

Here, the progress status providing unit 16 determines whether or not a progress confirmation request has been received from the patient terminal 109 (step S10). When the progress confirmation request is received from the patient terminal 109, the progress status providing unit 16 is dispensing, auditing, dispensing completed, and delivering the drug based on the progress information recorded in the progress status storage unit 10 in step S9. The progress information of any of the completions is provided to the medicine notebook application of the patient terminal 109 (step S11). If the progress status providing unit 16 has not received the progress confirmation request from the patient terminal 109, the process of this step S11 is not executed.

Further, the progress status providing unit 16 determines whether or not the progress information recorded in the progress status storage unit 10 in step S9 is “dispensing completed” (step S12). When the recorded progress information is "dispensing completed", the progress status providing unit 16 notifies the patient that the dispensing is completed by displaying the dispensing number on the preparation completion guide plate 108 (step S13). After that, the process returns to step S8.

On the other hand, if the progress information recorded in the progress storage unit 10 in step S9 is not "dispensing completed", it is determined whether or not the progress information is "drug delivery completed" (step S14). If the recorded progress information is not "drug delivery completed", the process returns to step S8. On the other hand, when the recorded progress information is "drug delivery completed", the processing of the flowchart shown in FIG. 4 ends.

As described in detail above, in the present embodiment, the waiting time until the dispensing is completed is calculated for each patient who requested the dispensing, and the patients are divided into a plurality of groups according to the calculated length of the waiting time. , The patient is provided with guidance information for any of the multiple waiting areas.

According to the present embodiment configured in this way, the waiting place for the patient is divided according to the length of the waiting time until the dispensing is completed, so that the patient with a long waiting time and the patient with a short waiting time can be divided. Will no longer be waiting at the same waiting area. For this reason, the waiting time of the patient who requested the dispensing later is short, the waiting time of the patient who requested the dispensing first is long, and the patient who requested the dispensing later has the drug before the patient who requested the dispensing first. Even if it happens, the patient who requested the dispensing first can be unaware of it. As a result, it is possible to prevent the patient who requested the dispensing first from being stressed.

In the above embodiment, an example of grouping patients by adopting the waiting time calculated by the waiting time calculation unit 12 as it is has been described, but the present invention is not limited to this. For example, the staff of the dispensing pharmacy may be able to set a waiting time different from the waiting time calculated by the waiting time calculation unit 12. FIG. 5 is a diagram showing an example of a user interface displayed on the screen of the dispensing pharmacy customer service support device 106 for the staff of the dispensing pharmacy to set the waiting time.

The user interface shown in FIG. 5 has an operation button 51 with a number indicating a plurality of waiting times set in the waiting time table information, and a number indicating a waiting time exceeding the longest waiting time in the waiting time table information. The operation button 52 and the operation button 53 for determining the waiting time are provided. When the waiting time is calculated by the waiting time calculation unit 12, the operation buttons 51 and 52 corresponding to the calculated waiting time are displayed in a manner that can be distinguished from others (for example, highlight display or Highlighted). The staff of the dispensing pharmacy considers the contents of the prescription PS, the number of dispensing requests at that time, the number of pharmacists who can handle it, etc., and operates the operation button of the waiting time different from the calculated waiting time to confirm it. be able to.

Further, in the above embodiment, an example of detecting four statuses of dispensing progress, dispensing, auditing, dispensing completion, and drug delivery completion has been described, but the present invention is not limited to this. For example, the status during dispensing may be further subdivided and detected. Further, in the user interface shown in FIG. 5, a button for selecting a drug when the drug is out of stock may be provided. If the prescribed drug is out of stock, the patient will be checked before deciding how to respond.

Further, in the above embodiment, an example of specifying a predetermined dispensing time according to the requested dispensing complexity and the amount of the dispensing drug has been described, but the present invention is not limited thereto. For example, a predetermined dispensing time may be specified by further considering whether the requested dispensing is a high-risk drug, the age of the client, and the like. Alternatively, the waiting time calculated by the waiting time calculation unit 12 may be adjusted by the user interface in consideration of whether the requested dispensing is a high-risk drug, the age of the requester, and the like. ..

Further, in the above embodiment, the configuration including the reader / writer 103 has been described, but the present invention is not limited thereto. For example, RF tags 104 that are larger than the expected number of number receipts NR issued per day may be prepared, and the dispensing number may be recorded in advance on each RF tag 104.

In addition, the above embodiments are merely examples of the embodiment of the present invention, and the technical scope of the present invention should not be construed in a limited manner. That is, the present invention can be implemented in various forms without departing from its gist or its main features.

11 Information input unit 12 Waiting time calculation unit 13 Sorting unit 14 Waiting place guidance unit 15 Progress status detection unit 16 Progress status provision unit 106 Dispensing pharmacy customer service support device

Claims (5)

A waiting time calculation unit that calculates the waiting time until dispensing is completed for each patient who requested dispensing,
A distribution unit that distributes patients to a plurality of groups according to the length of the waiting time calculated by the waiting time calculation unit, and a distribution unit.
A dispensing pharmacy customer service support device provided with a waiting area guidance unit that provides a patient with guidance information for any of a plurality of waiting areas based on the result of distribution by the distribution unit. For each patient who requested the above dispensing, a progress detection unit that detects the progress of dispensing work, and
The dispensing pharmacy customer service support device according to claim 1, further comprising a progress status providing unit that provides a patient with information on the progress status of the dispensing business detected by the progress status detecting unit. The above waiting time calculation unit
If there is a pharmacist waiting at the time of the new request for dispensing, the predetermined dispensing time specified according to the complexity of the requested dispensing and the amount of the drug to be dispensed is derived as the waiting time.
If there is no pharmacist waiting at the time of the new dispensing request, the predetermined dispensing time is specified according to the complexity of the requested dispensing and the amount of the drug to be dispensed, and it is detected by the progress detection unit. The claim is characterized in that the remaining dispensing time until the end of any of the dispensing operations is specified according to the progress of the dispensing operations, and the waiting time is derived from the predetermined dispensing time and the remaining dispensing time. Dispensing pharmacy customer service support device according to 2. The dispensing pharmacy customer service support device according to claim 2 or 3, wherein the progress detection unit detects at least the progress of dispensing, auditing, and completion of dispensing. The first step in which the waiting time calculation unit of the computer calculates the waiting time until the dispensing is completed for each patient who requested the dispensing,
The second step in which the distribution unit of the computer distributes the patients to a plurality of groups according to the length of the waiting time calculated by the waiting time calculation unit.
The dispensing pharmacy is characterized in that the waiting station guidance unit of the computer has a third step of providing guidance information to any one of a plurality of waiting stations to the patient based on the result of distribution by the distribution unit. Customer service support method.

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