Method and system for customer service process management
US7020618B1 · kind B1 · utility
Inventor
Key dates
| Filing date | Oct 25, 1999 |
| Grant date | Mar 28, 2006 |
| Priority date | — |
| Expiry date | Oct 25, 2019 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG16H40/20
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
A method and system for managing customer service processes for individual customers and populations of customers. In a specific embodiment within the health care field, a clinician creates or updates a draft care plan for a patient using generic or locally-adapted template metadata and tailors the draft care plan to the particular patient. The draft care plan includes a list of specific services (health care interventions) to be provided to the patient. The draft care plan can be routed to members of an inter-disciplinary team for input. Once finalized, workflow processes are instantiated for each intervention on the care plan. An itinerary is created for any required patient encounters, optimized using an algorithm that considers pre-existing process instances. A workflow automation server manages the execution of each workflow process instance, invoking resources according to workflow process specification metadata and workflow task type metadata. Care plans and encounter itineraries are automatically translated to a patient-understandable form and made available to patients online and via printed copy. Clinical practice and outcomes data are analyzed to identify opportunities f…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.