KR20210064126A - Medical Examination Reservation Intermediation of Counseling for Matching Doctor and Outpatient in Call Center System - Google Patents

Abstract

The present invention relates to a consultation method in a call center treatment reservation system equipped with a management server device wherein in response to a customer's call, a call center has a counselor, an information terminal, a voice telephone, a voice recording server, a voice recognition server, and a text data display device that brokers a customer's medical appointment, and brokers a medical appointment by the counselor of the call center selecting a doctor that is suitable for the symptoms of the customer's disease by talking with the customer.

Description

Counseling method in a call center treatment reservation system equipped with a management server device {Medical Examination Reservation Intermediation of Counseling for Matching Doctor and Outpatient in Call Center System}

The present invention relates to a consultation method in a call center treatment reservation system having a management server device for brokering treatment reservations, and the call center counselor is based on the description of the disease symptoms described by the customer over the phone to the hospital treatment reservation brokerage call center. It relates to a consultation method in a call center treatment reservation system equipped with a management server device that selects and makes a reservation for a doctor that is perfect for symptoms.

In general, when a patient becomes ill, the patient decides what the symptoms of the disease are within the range of knowledge about the symptoms of the disease, and it is common to go to a hospital that treats the disease as the main treatment. In the case of a first medical examination by a new patient who visits a hospital without a medical appointment, there are many cases where it is difficult to select a doctor by treatment subject, treatment field, and disease because of no knowledge in the medical field. A patient who visits a hospital explains the symptoms of the patient's own disease at the reception desk, and the reception desk guides the doctor who has vacant appointments accordingly to make an appointment and receive treatment. It is a method in which the doctor who the reception desk guide decides to receive treatment examines and informs the prescription or procedure details, and the patient responds to the treatment and treatment. However, this method has a problem in that the choice of a doctor suitable for the symptoms of the disease is narrow, and even if a doctor is consulted with a doctor in a hospital to decide whether to receive a treatment at the hospital, there is a problem in that costs are incurred. It is difficult to select a doctor at a hospital that provides the best treatment for the patient and make an appointment. Therefore, the doctor selects the hospital based on the relevant contents from viral marketing, TV, and magazines. With the development of information and communication means, various online services are being provided using a wide area information and communication network such as the Internet. One of those services is an online medical service installed on a network. Various information is provided for online flower garden subscribers or online visitors, and if you look at the contents of medical services, information that helps the public to select a doctor widely known to the public by disease/disease symptom, and good doctors for each treatment. You can get information guide. Furthermore, for online special members, a service with a special customized function may be provided.

Because the operation and consultation style of each medical-related service provider site are different, especially for those who are not good at using the Internet, they do not have the courage to do the work and form on the Web at each site, so they use the Internet to provide medical consultation for their disease symptoms. In reality, it is very difficult to select and make an appointment with a doctor that is perfect for the symptoms of the disease and the patient. On the other hand, access to information is easy due to the development of the Internet, but unfortunately, when a patient searches for desired medical information using various online search sites on the Internet, too much related information is extracted, so it takes a long time to reach the desired information. and the reality that requires effort. Therefore, if the patient himself/herself can call a hospital appointment brokerage call center that is well-versed in hospital doctors who are familiar with the name of the disease, explain the symptoms of the disease to the call center counselor, and the call center can select and reserve the right doctor for the customer's symptoms. This can reduce the customer's time and at the same time provide the convenience of making a reservation for a hospital treatment.

KR 10-2012-0026718 A KR 10-2012- 0139639 A KR 10-2013-0130136 A KR 10-2014-0050352 A

Therefore, the present invention is to solve the above problems, and an object of the present invention is to provide a patient who wants to receive treatment in this way by consulting the symptoms of his or her illness over the phone with a call center for a medical appointment reservation at a hospital. It is to provide a consultation method in a call center treatment reservation system equipped with a management server device that selects and makes a reservation for the right doctor quickly and efficiently.

Another object of the present invention is to provide a consultation method in a call center treatment reservation system having a management server device that selects and makes a reservation for a doctor that is suitable for a patient who has been consulted by matching a patient consulted by a call center with a doctor for each treatment field.

Another object of the present invention is to provide a consultation method in a call center treatment reservation system having a management server device that selects and makes a reservation for a doctor that is perfect for a patient by matching a doctor who performs the main treatment for each disease symptom and disease name of the patient.

Another object of the present invention is a call center treatment reservation having a management server device that can promote communication between the patient and the doctor by allowing the hospital doctor to view the query of the patient who is reserved at the date and time of the treatment of the doctor at the hospital for the reservation. The system provides a consultation method.

Another object of the present invention is that it is not necessary for the customer to contact the hospital directly before receiving treatment, but by calling the hospital and clinic reservation brokerage call center and consulting about the symptoms of the customer's own disease, the call center is a suitable doctor in the counselor terminal connected to the network It is to provide a consultation method in a call center treatment reservation system equipped with a management server device that can reduce customer time by selecting and making a reservation.

The problems to be solved by the present invention are not limited to the problems mentioned above. Other technical problems not mentioned will be clearly understood by those of ordinary skill in the art to which the present invention belongs from the following description.

In order to solve the above tasks and achieve the objectives

In a call center treatment reservation system having a management server device according to the present invention, the consultation method is a call center in response to a customer call, a counselor who mediates the customer's treatment reservation, an information terminal, a voice phone, a voice recording server, a voice recognition server, and a text data screen In a call center treatment reservation system equipped with a device, the counselor of the call center selects a doctor suitable for the symptoms of the client's illness through a call with the client and has a management server device for brokering treatment reservations,

The management server device of the call center treatment reservation system is connected to a network of host server devices installed in a plurality of hospitals and clinics that can make reservations, and reservations of doctors for each department of the hospital and the doctors for each department are possible in each host server device. When the doctor data on the date and time is sent, based on the doctor data, the information data on the doctor for each treatment is added to the hospital table, the treatment subject table, the disease name table, and each of the plurality of hospitals and clinics in which the treatment field and the available date and time are listed. Creates and stores the doctor information data in the doctor database,

The customer voice through the voice phone is stored in the voice recording server, and the voice recognition server recognizes the customer voice stored in the voice recording server and converts it into text,

The management server device displays a disease name search screen on the network-connected information terminal,

When the counselor is familiar with the contents of the disease name table and consults with the customer about disease symptoms through the voice phone, the customer's voice through the voice phone is converted into text and the text data outputted to the text data display device is input to the disease name search screen displayed on the information terminal, and the entered disease name search data is sent to the management server device,

a disease name determination unit of the management server device determines a disease name corresponding to the disease name search data;

Searching the doctor database for the disease name determined by the disease name determination unit with a search query of the doctor search unit to obtain information on doctors whose main treatment is the disease name,

Sends to the information terminal a list of doctors of one or more hospitals and clinics in which the medical field of each of the plurality of hospitals and the available date and time of reservation is indicated, which is acquired by the doctor search unit,

Transmitting the treatment reservation application data for the hospital doctor selected from the hospital doctor list to the host server device of the selected hospital and clinic, and

The host server device of the selected hospital and clinic transmits the reservation confirmation data of the selected hospital doctor to the reservation management unit of the management server device, and the reservation management unit records the reservation confirmation data in the doctor information data and outputs the reservation confirmation data Sending it to the information terminal through the unit to display a reservation confirmation screen on the information terminal, and

The counselor of the call center transfers the treatment reservation confirmation data in which the name, address, mobile phone number, and resident ID number of the customer received during the call with the customer in the description of the reservation confirmation screen to the reservation management unit of the management server device. transmits, records the medical appointment confirmation data in the doctor information data, and at the same time transmits to a host server device of the selected hospital and clinic, and the host server device of the selected hospital and clinic creates medical appointment confirmation data corresponding to the medical appointment confirmation data and transmits to the reservation management unit of the management server device to record the treatment reservation confirmation data in the doctor information data, and sends the treatment reservation confirmation data to the information terminal via the output unit to display a treatment reservation confirmation screen, and

The counselor of the call center notifies the customer of the confirmation of the medical appointment through the voice phone, and

In the doctor information data corresponding to the treatment reservation confirmation data, it is characterized in that the treatment schedule of the selected hospital and clinic is updated.

Preferably, in the disease name table, all types of expression words expressing diseases and disease symptoms belonging to each disease name and disease names corresponding to all types of expression words are registered.

Preferably, the information terminal includes a computer, a tablet PC, and the like, which can be operated by the counselor.

Preferably, the counselor of the call center is familiar with the contents of the disease name table and consults with the customer about disease symptoms.

In the call center treatment reservation system having the management server device according to the present invention configured as described above, in the consultation method, the customer just calls the call center and the call center counselor selects a doctor who is perfect for the telephone consultation customer, that is, a doctor who treats the symptoms of the customer's disease as the main treatment. By selecting and making a reservation, the customer's time and effort are reduced, and at the same time, the call center counselor can provide the expertise of selecting the right doctor for the patient's customer.

Various objects and advantages of the present invention will become clear and the present invention may be more easily understood by referring to the detailed content items and claims for carrying out the invention together with the accompanying drawings. When the same numbers appear in different drawings, these cases refer to the same or similar components or steps.
1 is a view showing the overall configuration of a call center system for mediation of medical appointments according to an embodiment of the present invention.
2 is a view showing the internal configuration of the management server device and the call center of the call center system for mediation of medical appointments according to an embodiment of the present invention.
3 is a view showing disease name information stored in the disease name table according to an embodiment of the present invention.
4 is a flowchart of a call center system for mediation of medical appointments according to an embodiment of the present invention.

An exemplary embodiment will be described. Other embodiments may additionally or instead be used. For space saving and more effective expression, obvious or unnecessary content may be omitted. Conversely, some embodiments may be practiced without using all of the disclosed specific details.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments of the present invention will be described with reference to the drawings.

<Entire configuration of call center system>

The call center system for the treatment reservation brokerage of the embodiment of the present invention is composed of a call center device 20 connected to the telecommunication network 4 as shown in FIG. 1 , and a plurality of hospitals 3a, 3b, ... 3n. The call center apparatus 20 is equipped with a call center 5 and a management server apparatus 1, which is a work space where the counselor 6 consults on the symptoms of illness of the customer 18 whom the counselor 6 has consulted on the phone. In the call center 5, an information terminal 2, a voice phone 7, a voice recording server 8, a voice recognition server 9, and a text data display device 10 are installed as work tools, and a counselor ( 6) utilizes the business tool to select and reserve a doctor that is perfect for the symptoms of the customer who consulted over the phone, and broker the appointment of the consulted customer. The management server device 1 of the call center device 20 is a plurality of hospitals (3a, 3b, ... 3n) installed in each of the host server devices (33A, 33B, ... 33N) each of the Internet network (internet network, 4), while being connected to the information terminal 2 of the call center device 20 in an intranet manner.

The host server apparatuses 33A, 33B, ... 33N and the management server apparatus 1 connected to the network 4 are provided with communication control means (not shown) for communication connection, respectively, and intranet. The management server apparatus 1 and the information terminal 2 connected in this manner are also provided with communication control means (not shown) for communication connection, respectively. The voice phone 7 uses a speaker that outputs a voice signal converted from the voice uttered by the customer 18 in the customer phone 17 connected by a telephone line, and the voice of the counselor 6 for a call with the customer. A headset equipped with a microphone that converts a signal, or an analog-type telephone or a digital-type telephone is used.

The voice recording server 8 records the voice data corresponding to the voice of the customer calling on the customer phone 17 on a recording medium, and has a voice recording database (not shown). The voice recognition server 9 is equipped with voice recognition processing means (not shown) for performing voice recognition processing on voice data and generating text data representing voice as a character string based on the voice data. The text data display device 10 is equipped with image generating means (not shown) for generating an image signal for displaying a character string expressed in text data on the screen device. When the customer (18) calls the call center (5) by using the customer phone (17) and talks/consults about the customer's illness symptoms with the counselor (6) of the call center, the voice phone (7), which is a work tool installed in the call center, and voice recording The server 8, the voice recognition server 9, and the text data display device 10 are utilized to generate voice, voice data, text data, and images (screens). For example, the customer voice vi through the voice phone 7 is stored in the voice recording server 8 and the voice recognition server 9 recognizes the customer voice vi stored in the voice recording server 8 to text Convert to (text). The voice phone 7, the voice recording server 8, the voice recognition server 9, and the text display device 10, which are business tools installed in the call center, generate voice, voice data, text data, and images (screens), respectively. When the counselor (6) of the call center consults with the customer (18) about disease symptoms using the voice phone (7), looking at the flow of the work tools installed in the call center, the voice of the customer (18) through the voice phone (7) is converted into text and the text data output on the text data display device 10 is input by the counselor 6 to the disease name search screen 63 of the information terminal 2 . As an input operation, the information terminal 2 transmits the disease name search data d2 to the management server device 1 (send). When talking to the customer, the counselor 6 receives the customer's 18's name, address, mobile phone number, resident ID number, etc., from the customer, and uses it to input the required information to be input when making a reservation for hospital and clinic. Here, the network 4 includes a communication network such as a dedicated communication network and a two-way broadcasting network through an Internet server. Here, the information terminal 2 refers to an information terminal connected to an intranet, and an information terminal that can be operated by a call center counselor such as a personal computer, a tablet PC, and a personal digital assistant (PDA). includes Each (3a, 3b, ... 3n) of a plurality of hospitals (medical hospital, 3) is a hospital doctor's appointment showing the list of doctors by treatment and the available dates and times of all doctors in the list of doctors Doctor data (23A, 23B, ... 23N) including a schedule sheet is created (S1), and host server devices (33A, 33B, ... 33N) installed in each of a plurality of hospitals (3) ) to the management server device 1 connected to the network 4 by sending the doctor data (23A, 23B, ... 23N) (S2). The management server device 1 includes a plurality of hospitals and clinics. On the basis of the pseudo data 23A, 23B, ... 23N sent from the host server devices 33A, 33B, ... 33N installed in each A plurality of hospitals that treat patients (3a, 3b, ... 3n) Main treatment field and treatment skill according to disease/disease symptoms related to doctors listed in each doctor's list (list of doctors) , medical knowledge, treatment/clinical experience training, etc. are added to create doctor information data (123, 123A, 123B, ... 123N) that records the field of treatment and available date of appointment (S3), and treatment of doctors listed in the doctor list・Patient evaluation information data (323, 323A, 323B, ... 323N) for treatment, etc., and evaluation information data (423, 423A, 423B, ... 423N) of fellow doctors related to doctors' treatment and treatment Create information data that includes, and also the above-mentioned doctor information data (123, 123A, 123B, ... 123N), patient evaluation information data (323, 323A, 323B, ... 323N) and evaluation information data of fellow doctors ( Physician evaluation data 223, 223A, 223B, ... for evaluating doctors based on 423, 423A, 423B, ... 423N) 223N) is created (S3), and a hospital table 11, a medical subject table 21, and a disease name table 31 are created with the doctor information data (123, 123A, 123B, ... 123N) (S3), and Doctor data (23A, 23B, ... 23N), doctor information data (123A, 123B, ... 123N), patient evaluation information data (323A, 323B, ... 323N), evaluation information data of fellow doctors ( 423A, 423B, ... 423N), doctor evaluation data (223A, 223B, ... 223N), hospital and clinic table 11, medical subject table 21, and disease name table 31 are stored in the doctor database 13. Save (S4). The information terminal 2 transmits each screen data received from the management server device 1 connected to the intranet to the browser. Then, it is displayed on the screen of the screen display unit 61 by the browser. In addition, an output such as a request for a hospital/hospital treatment reservation service is also made as an input of a browser. When the call center counselor 6 selects and makes a reservation for a hospital doctor suitable for the patient 18's disease symptoms, accesses the management server device 1, that is, treatment operated and managed by the operator of the call center device 20 The reservation service site is accessed through the intranet and the main screen 62 of the hospital treatment reservation service for patient matching is displayed on the counselor information terminal 2 . On this screen, the call center counselor 6 logs in and outputs a request (log) to obtain the disease name search screen, and the browser uses the data received from the management server device 1 to search the disease name search screen ( 63) is indicated. The management server device 1 is a table used for registering various types of information, and the identification information of a plurality of hospitals 3a, 3b, ... 3n is registered in the hospital table 11, a plurality of In the medical subject table 21 in which all medical subjects treated at the hospitals (3a, 3b, ... 3n) are registered, and all kinds of expressions expressing the diseases and disease symptoms belonging to each disease name and the corresponding expressions It has a disease name table 31 in which corresponding disease names are registered, and these 11 , 21 , and 31 are stored in the doctor database 13 . The disease name search screen creation processing unit 73 creates the disease name search screen data d1 with reference to the hospital clinic table 11 and the medical subject table 21 when there is a request (log) for obtaining the disease name search screen. The created disease name search screen data d1 is sent to the information terminal 2 . In the case where the call center counselor 6 searches for a doctor suitable for treating the disease of the customer 18, the information terminal 2 accesses the treatment reservation service site operated and managed by the operator of the call center device 20 through an intranet. (S5), logging in and outputting the request (log) of the disease name search screen (S6), creating the disease name search screen data (d1) with reference to the hospital table 11 and the treatment subject table 21 (S7) , the disease name search screen 63 is displayed on the information terminal 2 (S8). Then, the disease name search data d2 is created by inputting on the disease name search screen 63 displayed on the information terminal 2 (S9) and transmitted to the management server device 1 (S10).

If you look at the input written on the disease name search screen 63,

When the disease name search data (d2) is directly sent to the disease name determination unit 35 when it is inputted with a disease symptom expression query that specifies a disease/disease symptom, it is suitable for the disease name search data (d2) inputted with the disease symptom expression word query A disease name is determined (S11). Specifically, the disease name determination unit 35 determines the disease name that matches or is similar to the disease name information in the disease name table 31 and the like. In the disease name information of the disease name table 31, diseases and disease symptoms of body parts are expressed and described as follows using verbs, adjectives, adverbs, nouns, and the like.

For example

① A crackling sound is heard near the chin when yawning with the mouth wide open or eating hard food.

② Excessive burping sound.

③ Cracking, squeaking, creaking sound from the knee.

④ I slipped backwards in my bathroom and my feet are tingling and numb.

⑤Suddenly my stomach hurts, diarrhea continues, I keep going to the bathroom, and I feel like I am going to vomit because I am not fast enough, and I feel like I am being stabbed in my stomach.

⑥ Before an important exam or presentation, I suddenly feel sick to my stomach.

⑦After drinking, I go to and from the bathroom.

⑧ Cough, cough, and cough frequently.

⑨ Gobble. The burping sound is excessive.

,,,,,,

ⓝ Whenever I need to urinate, my bladder and pelvis hurt, and I often go to the bathroom at night.

Here, the disease name showing the above-mentioned disease symptoms of ① is 'temporomandibular joint disorder', which refers to a disease in which the ability to chew food decreases and pain occurs due to abnormalities in the temporomandibular joint or muscles around the jaw.

When the disease name search data d2 sent to the disease name determination unit 35 is a disease symptom expression word query containing the words “chin” and “sound”, the disease name determination unit 35 may All kinds of expressions of ①, ②, ,,,, ⓝ representing disease symptoms are matched with the stored disease name table 31 to determine the disease name 'temporomandibular joint disorder'. Subsequently, the disease name showing the above-mentioned disease symptoms of ⓝ is 'bladder pain syndrome' or 'interstitial cystitis', which refers to a disease that causes pressure or pain in the lower abdomen or perineum when urinating without other bladder-related diseases. When the disease name search data d2 sent to the disease name determination unit 35 is a disease symptom expression query containing the words “urine”, “bladder (urine)” and “pain (pain)”, the disease name determination unit 35 ) is determined as the disease name 'interstitial cystitis' by matching the disease name table 31 in which all kinds of expressions of ①, ②, .,,, ⓝ representing diseases and disease symptoms of body parts are stored. The doctor search unit 25 uses the disease name determined by the disease name determination unit 35 as a search query to search for a doctor that matches the determined disease name, and the doctor information data 123A, 123B, ... In 123N), the doctor information data 123A of the hospital 3a is first retrieved from among the plurality of hospitals 3a, 3b, ... 3n. In addition, the doctor search unit 25 searches the doctor information data 123B of the hospital 3b from the doctor information data 123A, 123B, ... 123N stored in the doctor database 13 with the determined disease name, and then the doctor The search unit 25 retrieves the doctor information data 123N of the hospital 3n whose main treatment is the disease name determined from the doctor information data 123A, 123B, ... 123N stored in the doctor database 13 as the determined disease name. Search. The doctor search unit 25 searches the doctor information data 123A, 123B, ... 123N of the plurality of hospitals 3a, 3b, ... 3n stored in the doctor database 13 in the above-described way, The output unit 43 integrates and outputs the search results of the pseudo search unit 25 . Each of the doctors of the plurality of hospitals 3a, 3b, ... 3n acquired by the doctor search unit 25 via the output unit 43 to the counselor information terminal 2 connected to the management server device 1 via the intranet Reservation input screen data (d3) containing a list of doctors at one or more hospitals and clinics marked with their medical field and available date and time is sent. The browser of the information terminal 2 displays the reservation input screen 67 on the display unit 61 of the information terminal 2 as the reservation input screen data d3 containing the list of hospital doctors received from the management server device 1 . do. The doctor search unit 25 searches and extracts the list of doctors at the hospital with the disease name as the main treatment from the doctor database 13 with the determined disease name (S12), and outputs the result through the output unit 43 to the information terminal 2 ) to (S13). The hospital doctor list searched and extracted from the doctor database 13 is composed of one or more hospital doctor list. The searched and extracted hospital doctor list is the doctor data (23A, 23B) sent from each host server device (33A, 33B, ... 33N) of a plurality of hospitals (3a, 3b, ... 3n) that treat outpatients. , ... 23N) are searched and extracted from the doctor information data (123, 123A, 123B, ... 123N) created by adding the information data about the doctor accumulated by the operator who operates and manages the call center device 20. will be. If you look at the searched and extracted hospital doctor list, it consists of doctors who treat the relevant disease as the main treatment at hospitals 3a, hospitals 3b, or hospitals 3n that are geographically separated from each other. The counselor 6 using the information terminal 2 selects a doctor from the reservation input screen 67 in which a list of hospital doctors searched and extracted in consideration of a convenient hospital location, convenient medical appointment date and time, etc. is presented by the customer 18. Apply for a medical appointment The counselor 6 selects a medical doctor of the hospital 3a from among the medical doctors of the hospital 3a, the hospital 3b, or the hospital 3n (S14), and applies for a medical appointment to the medical doctor of the hospital 3a The information terminal 2 having a display unit of the reservation input screen 67 transmits the treatment reservation application data d4 for making a reservation to the reservation management unit 65 of the management server device 1 (S15). The management server device 1 transmits the treatment reservation application data d4 to the host server device 33A of the hospital where the doctor of the selected hospital 3a treats (S16). The host server device 33A of the hospital where the doctor of the selected hospital and clinic 3a treats is reserved for displaying the reservation confirmation details display screen of the medical doctor in the hospital 3a where the treatment reservation application was made on the user information terminal 2 . Confirmation data d5 is created (S17) and transmitted to the reservation management unit 65 of the management server device 1 (S18). The reservation management section 65 of the management server device 1 is configured to be configured as a host server device ( The reservation confirmation data d5 received from 33A) is recorded in the doctor database 13. On the other hand, the management server device 1 sends the received reservation confirmation data d5 through the output unit 43 to the counselor information. It is sent to the terminal 2 (S19) and presented by displaying a reservation confirmation screen 68 on the counselor information terminal 2 (S20). The call center counselor requests the confirmation of the patient's medical appointment, and the call center counselor writes the requested information such as the patient's name, address, mobile phone number, and resident ID number, who is the customer (18), on the reservation confirmation screen 68 displayed on the information terminal (2). The treatment reservation confirmation data d6 entered in the information terminal 2 is transmitted from the information terminal 2 to the reservation management unit 65 of the management server apparatus 1 (S21). The management server apparatus 1 that has received the treatment reservation confirmation data d6 ) records the medical appointment confirmation data d6 in the doctor database 13 and simultaneously transmits it to the host server device 33A (S22). The host server device 33A receiving the medical appointment confirmation data d6 receives the (received) Prepares the treatment schedule and treatment reservation confirmation data (d7) of the doctors in the hospital (3a) regarding the date and time that the updated outpatient reservation can be made corresponding to the treatment reservation confirmation data (d6) (S23), and the management server device (S24) The reservation management unit 65 of the management server device 1 transfers the treatment reservation confirmation data d7 received from the host server device 33A to the doctor database (S24). 13) On the other hand, the management server device 1 receiving the treatment reservation confirmation data d7 The positive data d7 is sent to the information terminal 2 via the output unit 43 to display the treatment reservation confirmation screen 69 (S25). At this time, the call center counselor 6 notifies the customer of the medical appointment confirmation through the voice phone 7 . The management server device 1 records the received medical appointment confirmation data d7. On the other hand, the management server device 1 records the treatment reservation confirmation data d7 sent from the host server device 33A in the doctor database 13, and records the treatment reservation confirmation data d7 in the hospital 3a corresponding to the treatment reservation confirmation data d7. At the same time as updating the treatment schedule of the hospital/clinic 3a whose treatment reservation is confirmed in the doctor data 23A, the doctor database 13, precisely, the treatment at the hospital 3a whose treatment reservation is confirmed in the doctor information data 123A The doctor's treatment schedule is updated (S26).

In the above, the technical idea of the call center system for mediation of medical appointments of the present invention has been described as shown in the accompanying drawings, but this is an exemplary description of the best embodiment of the present invention and does not limit the present invention.

Therefore, it is a clear fact that any person with ordinary skill in the art can make various modifications and imitations of dimensions, shapes, and structures within the scope of the technical spirit of the present invention, and such modifications and imitations. Imitation is included in the scope of the technical idea of the present invention.

1: management server device 2: information terminal
3, 3a, 3b, ... 3n: multiple hospitals
33, 33A, 33B, ... 33N: Host server device
4: Network 5: Call Center
6: agent 7: voice phone
8: voice recording server 9: voice recognition server
10: text data display device 17: customer phone
18: customer 20: call center device
23A, 23B, ... 23N: pseudo data
123, 123A, 123B, ... 123N: Doctor information data
223, 223A, 223B, ... 223N: Physician evaluation data
323, 323A, 323B, ... 323N: evaluation information data of patients
423, 423A, 423B, ... 423N: evaluation information data of fellow doctors
11: hospital table 13: doctor database
21: treatment subject table 25: doctor search unit
31: disease name table 35: disease name determination unit
43: output unit 61: screen display unit
62: main screen of treatment reservation service 63: disease name search screen
65: reservation management unit 67: reservation input screen
68: reservation confirmation screen 69: treatment reservation confirmation screen
73: disease name search screen creation processing unit
100: Call center system for mediation of medical appointments
log: Request for acquisition of disease name search screen d1: Disease name search screen data
d2: disease name search data d3: reservation input screen data
d4: data for medical appointment request d5: data for reservation confirmation
d6: medical appointment confirmation data d7: medical appointment confirmation data
id : requirement information txd : text data
vi : customer voice

Claims (4)

In response to a customer call, the call center is equipped with a counselor who brokers a customer's medical appointment, an information terminal, a voice phone, a voice recording server, a voice recognition server, and a text data display device, wherein the counselor of the call center communicates with the customer through a call with the customer. As a consultation method in a call center treatment reservation system equipped with a management server device for mediating treatment reservations by selecting the right doctor for the symptoms of the patient,
The management server device of the call center treatment reservation system is network-connected to a host server device installed in a plurality of hospitals and clinics that can make a reservation for treatment, and a doctor for each treatment section of the hospital and a doctor for each treatment section can be reserved in each host server device. When the doctor data on the date and time is sent, based on the doctor data, the information data on the doctor for each medical field is added to the hospital table, the medical subject table, the disease name table, and each of the plurality of hospitals and clinics in which the treatment field and the available date and time are listed. Creates and stores the doctor information data in the doctor database,
The customer voice through the voice phone is stored in the voice recording server, and the voice recognition server recognizes the customer voice stored in the voice recording server and converts it into text,
The management server device displays a disease name search screen on the network-connected information terminal,
When the counselor is familiar with the contents of the disease name table and consults with the customer about disease symptoms through the voice phone, the customer's voice through the voice phone is converted into text and the text data outputted to the text data display device is input to the disease name search screen displayed on the information terminal, and the entered disease name search data is sent to the management server device,
a disease name determination unit of the management server device determines a disease name corresponding to the disease name search data;
Searching the doctor database for the disease name determined by the disease name determination unit with a search query of the doctor search unit to obtain information on doctors whose main treatment is the disease name,
Sending to the information terminal a list of doctors of one or more hospitals and clinics in which the medical field of each of the plurality of hospitals and clinics acquired by the doctor search unit and the date and time available for reservation are indicated,
Transmitting the treatment reservation application data for the hospital doctor selected from the hospital doctor list to the host server device of the selected hospital and clinic, and
The host server device of the selected hospital and clinic transmits the reservation confirmation data of the selected hospital doctor to the reservation management unit of the management server device, and the reservation management unit records the reservation confirmation data in the doctor information data and outputs the reservation confirmation data Sending it to the information terminal through the unit to display a reservation confirmation screen on the information terminal, and
The counselor of the call center transfers the treatment reservation confirmation data in which the name, address, mobile phone number, and resident ID number of the customer received during the call with the customer in the description of the reservation confirmation screen to the reservation management unit of the management server device. transmits, records the medical appointment confirmation data in the doctor information data, and at the same time transmits to a host server device of the selected hospital and clinic, and the host server device of the selected hospital and clinic creates medical appointment confirmation data corresponding to the medical appointment confirmation data and transmits to the reservation management unit of the management server device to record the treatment reservation confirmation data in the doctor information data, and sends the treatment reservation confirmation data to the information terminal via the output unit to display a treatment reservation confirmation screen, and
The counselor of the call center notifies the customer of the confirmation of the medical appointment through the voice phone, and
Counseling method in a call center treatment reservation system having a management server device for treatment reservation brokerage, characterized in that updating the treatment schedule of the selected hospital and clinic doctor from the doctor information data corresponding to the treatment reservation confirmation data. The method of claim 1,
The disease name table is a call center equipped with a management server device for treatment reservation brokerage, characterized in that the disease belonging to each disease name, all kinds of expression words expressing the disease symptoms, and disease names corresponding to all kinds of expression words are registered. Consultation method in the treatment reservation system. The method of claim 1,
The information terminal is a consultation method in a call center treatment reservation system having a management server device for treatment reservation brokerage, characterized in that it includes a computer, a tablet PC, etc. that can be operated by the counselor. The method of claim 1,
The counselor of the call center is familiar with the contents of the disease name table and consults with the customer on disease symptoms. A counseling method in a call center medical appointment system having a management server device for mediation of medical appointments.

Images