Smart Hospital Solution

(IVR/SMS - Appointments)

Background & Problem statement

Normally, The caller has to call the reception for all type of enquiries.

To book an appointment, patient need to call receptionists or need to come directly in the hospital.
Only 1-3 landlines numbers and receptionists would be there in reception to answer the caller's queries. But the number of enquirers is such that all of them were not get connected to the receptionists. Since the number of enquirers are huge, most off the calls will not be answered or incomplete info will be provided due to time constraints.

There is no provision to alert patients regarding delays/postponed/ cancellation of booking information

Solution
It is an automated application on IVR & SMS (a)For the patients to fix appointment with doctors for consultation. By calling to IVRS, caller can Book appointment with any doctor in any department. Know booking availability status. Reschedule the appointment. Know general information about hospital, doctors info with departments. (b)For the patients & staff 's to register complaints about infrastructure and hardware appliances in the hospitals.

PROPOSED SOLUTION
Only one pilot number required for patient booking, complaint registration, providing hospital information etc. will be provided to hospital

Auto alert to patients will be provided through SMS/OBD on various situations like , OP timing change/cancellation
Integration with hospital database for the online information 24*7 patient support GUI screens for administrator. Provision for callers to record their feed back or register complaints. On the spot, complaints can be filed and immediate action can be taken. On receiving complaints, the system will sent an alert to the responsible person or team of particular department.

Technical Architecture
Patients

Web Admin

IVR
1
http
CAB Booking

3a 3b 2
Refill booking response on 2 IVR

3b

MSC
3a

Messaging Gateway

#3a: Booking acknowledgement to consumers via SMS

#3b: Booking acknowledgement to web admin and CAB driver via SMS(In the case of BCP booking)

SMS to customer

Call Flow

HOSPITAL BENEFITS
Innovative concept and it reduces manpower costs
The System provides quick response. Service will be available 24x7x365 days.

Online information to the patients.

MIS reports can be made available. Complaints can be filed anytime around the clock

Supervisors can check and see actions taken against the complaints filed.
Queques in hospital can be reduced. Accurate updates to the patients.

PATIENT BENEFITS
Reduces time & long waiting at hospital. Appointment can be rescheduled to their convenient date with out visiting hospital. Will get appointment time on booking, so they need not wait in the hospital. Will be able to know what are the services provided in the hospital.

Contact: mebialex@gmail.com