WO2006007735A1 - Systeme et procede de controle de la qualite - Google Patents

Systeme et procede de controle de la qualite Download PDF

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Publication number
WO2006007735A1
WO2006007735A1 PCT/CH2004/000459 CH2004000459W WO2006007735A1 WO 2006007735 A1 WO2006007735 A1 WO 2006007735A1 CH 2004000459 W CH2004000459 W CH 2004000459W WO 2006007735 A1 WO2006007735 A1 WO 2006007735A1
Authority
WO
WIPO (PCT)
Prior art keywords
quality control
test
test person
feedback data
database
Prior art date
Application number
PCT/CH2004/000459
Other languages
English (en)
Inventor
Robert Theiler
Original Assignee
Medcap Medical Electronic Data Capturing Gmbh
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Medcap Medical Electronic Data Capturing Gmbh filed Critical Medcap Medical Electronic Data Capturing Gmbh
Priority to PCT/CH2004/000459 priority Critical patent/WO2006007735A1/fr
Publication of WO2006007735A1 publication Critical patent/WO2006007735A1/fr

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Classifications

    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H10/00—ICT specially adapted for the handling or processing of patient-related medical or healthcare data
    • G16H10/20—ICT specially adapted for the handling or processing of patient-related medical or healthcare data for electronic clinical trials or questionnaires
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H40/00—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices
    • G16H40/40—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices for the management of medical equipment or devices, e.g. scheduling maintenance or upgrades

Definitions

  • the invention relates to a system and a method for quality control, in particular for obtaining quality control feedback for a medical service or a medi ⁇ cal treatment.
  • Quality control is of major importance in any fields where the quality of products, services or the like must be monitored.
  • a particularly high level of quality control is required in health care technology. For example, when a new drug, a new treatment or a new medical device or implant are introduced or under clini ⁇ cal trial, the performance, safety, toxicity, adverse events, stability and effects of the same must be moni- tored rigorously, sometimes over months or years. This requires repeated contacts with the test persons or pa ⁇ tients (in the following called "test persons”) , which is expensive and time consuming.
  • a computer system which is designed for autonomously querying the test persons over a public phone network.
  • the computer system is an interactive voice response sys- tern.
  • the term "interactive voice response”, “interactive voice response system” or “IVR” designates a technology and a system im ⁇ plemented by suited hard- and software that is able to communicate with test persons by phone by using artifi ⁇ cial or pre-recorded voice messages for guiding and que ⁇ rying the test person and accepts touch tone (DTMF) key input or voice input as a response.
  • DTMF touch tone
  • Such systems are e.g. presently used in automatic call distribution systems.
  • IVR for autonomously interviewing the test persons has the advantage that it is possible to reach a large number of persons without much effort and to query them objec ⁇ tively. At the same time, such a system is able to obtain the results of the query automatically for further proc ⁇ essing or for storing in a suited database.
  • the present system is especially suited for obtaining quality control feedback for a medical service or a medical treatment because it allows to retrieve a large amount of feedback inexpensively, reliably and ac ⁇ curately. It can, for example, be used to obtain feedback after treatment with a specific drug, a therapeutic or surgical method, or when the user has received an implant or a medical device. It may, however, also be used for quality control in other fields, such as tourism, educa ⁇ tion and administration.
  • Fig. 1 is a block diagram of an embodiment of the quality control system
  • Fig. 2 is an example of a record in the first database
  • Fig. 3 is a simplified flow chart of the questioning of a test person.
  • Fig. 1 shows a system or apparatus for ob- taining quality control feedback from a plurality of test persons 1.
  • the system comprises a first database 2, which holds a record for each participating test person.
  • the record contains e.g. the name of the test person, his phone num ⁇ ber and his e-mail (or a phone number for receiving SMS or MMS messages) . In addition to this, it indicates the quality control (QC) program(s) the test person is par ⁇ ticipating in. It also stores a preferred call time indi- eating at which time and day the user wants to obtain a call from the quality control system. If the quality con ⁇ trol program requires repetitive interviews for obtaining several sets of feedback data obtained at different times, the record stores e.g. the day of the week or month when the test person is to be called as well as the date of expiry of the participation.
  • QC quality control
  • the record also contains further data, as well as the feedback data obtained from previous inter ⁇ views with the test person.
  • the data in the record is advantageously en ⁇ crypted and accessible for authorized personal only.
  • the data shown in Fig. 2 is only an example of how the data could be arranged.
  • the data could also be arranged in different manner, and/or be stored in several separate linked records, etc.
  • the system further comprises an interactive voice response (IVR) system 3.
  • IVR system 3 is able to automatically handle phone calls via a public phone network 4 by replaying stored text or voice synthesis and by obtaining answers from test person 1.
  • test person 1 will be asked to answer by operating a key on his phone, thereby generating a touch tone signal, but IVR system 3 may also be equipped with speech recognition capabilities, e.g. for recognizing a spoken "yes" or "no".
  • the public phone network 4 may e.g. be a con- ventional public phone network, a TCP/IP based network, such as the Internet, or a combination thereof, as long as it provides access to the test persons' phone 7.
  • IVR system 3 comprises a suitable interface 5 for communicat ⁇ ing with public phone network 4.
  • IVR system 3 further comprises a call initia ⁇ tor 6 for automatically calling the persons to be que ⁇ ried.
  • the phone numbers and dialing times attributed to each test person can be retrieved e.g. from the records in first database 2.
  • IVR system 3 will generally, for security reasons, not have full access to second database 2 but will rather merely obtain the information it requires for its operation, namely the phone number, the QC program and the dialing time attributed to the participating test persons .
  • Call initiator 6 comprises a clock for sched ⁇ uling the outgoing calls in order to call the test per ⁇ sons at the indicated times.
  • Fig. 3 shows a typical interview.
  • call initiator 6 initiates a call to a given test person 1.
  • the test person receives the call through its phone 7 connected to public phone network 4.
  • IVR system 3 will first speak a welcome mes ⁇ sage with instructions for test person 1. For example, if the QC program is designed to obtain quality control data after a treatment with a given drug xxx, such a message may be: "Welcome to our quality control interview. We would like have your feedback for the treatment with drug xxx that you underwent recently. You will be asked ten questions, which takes about five minutes. We are grate- ful for your participation.
  • IVR system 3 will then start to ask the questions corresponding to the QC program the given test person is subscribed to.
  • a typical question may be: "How strongly have the pains affected your home activities within the last week: For 'not at all' press key 1, for 'slightly' press key 2 for 'moderately' press key 3, for 'strongly' press key 4, or for 'ex ⁇ tremely' press key 5".
  • IVR system 3 attributes the corresponding touch tone to an answer and stores the same in a second database 8, which is e.g. a local database for IVR system 3.
  • IVR system 3 then continues with any further questions provided for a given QC program, again storing the re ⁇ plies in second database 8.
  • IVR system 3 thanks the test person and discon ⁇ nects the line to phone 7.
  • the obtained feedback data stored in second database 8 is then forwarded to first database 2, where it is stored in encrypted and secure manner.
  • the feedback data in second database 8 is then deleted automatically to eliminate the risk of abuse.
  • Second database 8 is merely used for temporarily buffer ⁇ ing the feedback data.
  • the quality control data stored in first da ⁇ tabase 2 can contain the complete feedback data as re ⁇ ceived from second database 8 and/or it may contain other data derived from the feedback data.
  • the quality control data stored in first database 2 can be stored in anony- mized manner for protecting the identity of the test per ⁇ sons.
  • first database 2 may send test person 1 a message by means of a message server 10.
  • the message is advantageously sent electroni ⁇ cally. It can e.g. thank the test person for his partici ⁇ pation and, in addition, it may contain some data derived from or indicative of the received feedback results. For example, it can contain a summary of the answers and/or a progress report obtained from a comparison with earlier interviews .
  • the message is sent as e-mail to an e-mail account 12 identified by the e-mail entry in the record in database 2. It may e.g. also be sent as an SMS (Short Message Service) to a phone number given by the test person. The message can also be sent to the treating physician or other involved parties as approved by the test person.
  • SMS Short Message Service
  • IVR system 3 can initiate the calls to the test persons automatically. Alterna ⁇ tively or in addition to this, it may also be set up to receive incoming calls from test persons who want to par- ticipate in a feedback interview. In health care applica ⁇ tions, setting up IVR system 3 to initiate the calls automatically is often advantageous because this in ⁇ creases the chances to obtain regular feedback data.
  • IVR system 3 can be programmed to call again at a later time, e.g. after one hour or one day.
  • test persons may also be equipped with specialized phones, which e.g. comprise a display showing the questions and a selection of answers in text or pictorial representation.
  • a phone with very large buttons can be pro ⁇ vided for the elderly or disabled persons.
  • Any computer system be ⁇ ing able to communicate with the devices over a public phone network, to display a message on the test persons' devices and to autonomously retrieve the answer can be used instead.
  • the use of interactive voice re- sponse systems for at least some of the test persons is advantageous because it makes it unnecessary for the test persons to have special hardware.

Landscapes

  • Health & Medical Sciences (AREA)
  • Engineering & Computer Science (AREA)
  • Epidemiology (AREA)
  • General Health & Medical Sciences (AREA)
  • Medical Informatics (AREA)
  • Primary Health Care (AREA)
  • Public Health (AREA)
  • Business, Economics & Management (AREA)
  • Biomedical Technology (AREA)
  • General Business, Economics & Management (AREA)
  • Medical Treatment And Welfare Office Work (AREA)

Abstract

L'invention concerne un système de réponse vocale interactive (3) utilisé pour interroger automatiquement des personnes mises à l'épreuve après réception d'un traitement ou service médical. Le système interactif de réponse vocale (3) interroge les personnes mises à l'épreuve, enregistre les réponses obtenues et les transmet à une base de données de contrôle de la qualité (2). Les personnes mises à l'épreuve peuvent recevoir un message électronique fournissant une réaction à l'entretien. Le système peut, de façon efficace, fiable et objective, obtenir une réaction au contrôle de la qualité d'un grand nombre de personnes mises à l'épreuve. Le système de l'invention peut s'appliquer à des soins de santé, mais aussi à un grand nombre d'autres domaines.
PCT/CH2004/000459 2004-07-21 2004-07-21 Systeme et procede de controle de la qualite WO2006007735A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
PCT/CH2004/000459 WO2006007735A1 (fr) 2004-07-21 2004-07-21 Systeme et procede de controle de la qualite

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/CH2004/000459 WO2006007735A1 (fr) 2004-07-21 2004-07-21 Systeme et procede de controle de la qualite

Publications (1)

Publication Number Publication Date
WO2006007735A1 true WO2006007735A1 (fr) 2006-01-26

Family

ID=34957917

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CH2004/000459 WO2006007735A1 (fr) 2004-07-21 2004-07-21 Systeme et procede de controle de la qualite

Country Status (1)

Country Link
WO (1) WO2006007735A1 (fr)

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6014626A (en) * 1994-09-13 2000-01-11 Cohen; Kopel H. Patient monitoring system including speech recognition capability
US20030153819A1 (en) * 1997-03-13 2003-08-14 Iliff Edwin C. Disease management system and method including correlation assessment
US20040093257A1 (en) * 2000-05-31 2004-05-13 Rogers William H. Integrated communication system and method

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6014626A (en) * 1994-09-13 2000-01-11 Cohen; Kopel H. Patient monitoring system including speech recognition capability
US20030153819A1 (en) * 1997-03-13 2003-08-14 Iliff Edwin C. Disease management system and method including correlation assessment
US20040093257A1 (en) * 2000-05-31 2004-05-13 Rogers William H. Integrated communication system and method

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