Intelligent online reservation management system

Abstract

The invention discloses an intelligent online reservation management system, and relates to the technical field of reservation management, the system comprises a login module, an outpatient service information display module, an online reservation module, a data analysis module and a customer service module, the online reservation module comprises an intelligent triage unit, a number source distribution unit and a reservation priority unit, the intelligent triage unit recommends corresponding departments for patients, the number source allocation unit is used for allocating number source numbers for the patients, the corresponding departments are recommended for the patients through the intelligent triage unit, the number sources are dynamically allocated through the number source allocation unit according to the capacities of the departments, the reserved numbers and the illness state importance degrees, reasonable allocation of resources is ensured, and the number source allocation efficiency is improved. The appointment priority unit determines a doctor-seeing sequence according to factors such as illness state importance and fulfillment rate of the patients, preferentially processes emergency and important patients, and promotes the patients to fulfill the appointment on time by rating the patients, so that the effect of online appointment experience of the patients is improved.

Description

Technical Field

[0001] The present invention relates to the technical field of appointment management, and in particular to an intelligent online appointment management system. Background Art

[0002] With the development of social economy, people are paying more and more attention to their own physical health, which makes the demand for medical treatment continue to rise. However, the traditional offline medical consultation model often leads to the phenomenon of "difficulty in medical treatment" due to the imbalance of medical resource distribution. Online appointment is a convenient medical service launched in various places in recent years. This kind of appointment registration is mostly made through the telephone or Internet provided by medical institutions, which shortens the medical treatment process, saves patients' time, and gradually wins the love and support of the masses.

[0003] Currently, more and more patients are using online appointments. Since there are differences in severity and urgency among patients with different conditions, the condition is not taken into consideration when making online appointments. Patients with more urgent conditions still need to queue up for examination and cannot be given priority for consultation. In addition, as more and more patients make online appointments, it is easy for patients with low fulfillment rates to fail to arrive in time after the appointment, which delays the doctor's time, affects the consultation of other patients, and reduces the effectiveness of online appointments. Summary of the invention

[0004] The purpose of the present invention is to provide an intelligent online reservation management system to solve the problems raised in the above background technology.

[0005] To achieve the above object, the present invention provides the following technical solution: an intelligent online reservation management system, comprising:

[0006] Login module, outpatient information display module, online appointment module, data analysis module, customer service module;

[0007] The login module is used for patient login and registration:

[0008] The outpatient information display module is used to display the hospital's department settings, doctor information and service items;

[0009] The online reservation module includes:

[0010] Intelligent triage unit, number allocation unit and appointment priority unit;

[0011] The intelligent triage unit is used to recommend a corresponding department to the patient;

[0012] The number source allocation unit is used to dynamically allocate the number of number sources for patients;

[0013] The appointment priority unit is used to rate patients, thereby determining the order in which patients visit the hospital;

[0014] The data analysis module is used to perform statistical analysis on the reservation data and generate charts;

[0015] The customer service module is used to provide answers to frequently asked questions, online customer service functions, and collect patients' complaints and suggestions.

[0016] Optionally, the intelligent triage unit processes the disease symptoms input by the patient and the known disease symptoms in the database, and the processing process is as follows:

[0017] E=similarity(S m , D n )*W(D n )+PY

[0018] Where E is the disease symptom score;

[0019] S is the set of disease symptoms input by the patient, S m is the mth disease symptom input by the patient;

[0020] D is a set of symptoms of known diseases, D n is the number of disease symptoms corresponding to the patient input, at least one;

[0021] similarity(S m , D n ) is S m and D n Similarity score of ;

[0022] W is for D n The weight coefficient of

[0023] PY is the patient score, and the initial value of PY is 3;

[0024]

[0025] Where |S m ∩D n |For S m and D n the size of the intersection, i.e., the number of disease symptoms shared by both sets;

[0026] max(|S m |,|D n |) is S m and D n The maximum number of disease symptoms in

[0027] By similarity(S m , D n) obtain the similarity scores between the patient's disease symptoms and the known disease symptoms, so as to recommend the corresponding department K, where the department K includes (K1, K2, ..., Ki), and each department K corresponds to at least one disease symptom;

[0028] And through the input similarity score similarity(S m , D n ) to obtain the patient's disease symptom score E, which represents the importance of the patient's condition.

[0029] Optionally, the number allocation unit performs dynamic number allocation adjustment according to the symptom score E obtained in the intelligent triage unit, and the process is as follows:

[0030]

[0031] Where AP is the number of numbers assigned to the patient, and PY is the patient score;

[0032] E is the symptom score;

[0033] CK is the total capacity of the department;

[0034] OK is the number of appointments made by the department;

[0035] TK is the total working time of doctors in the department;

[0036] A large AP value means that the patient is assigned a large number of appointments, which makes it easier for him to get medical treatment and reduce waiting time.

[0037] Optionally, the rating process of the reservation priority unit is as follows:

[0038] JY=W(D n )-[(F1-F2)*α]+β*L

[0039] JY is the patient priority;

[0040] D n Enter the corresponding number of disease symptoms for the patient;

[0041] W is D n The weight of

[0042] F1 is the patient's appointment date, and F2 is the patient's consultation date;

[0043] (F1-F2) is the difference in days between the patient's appointment date and the patient's consultation date;

[0044] α is the weight coefficient of (F1-F2);

[0045] L is the patient compliance rate, the value range of L is 0 to 1, and β is the weight coefficient of the patient compliance rate L;

[0046] in:

[0047] The value of the patient compliance rate L affects the patient score PY, specifically:

[0048] When L>0.7, PY=(1+L)*5;

[0049] When L≤0.7, PY=-(1-L)*5;

[0050] After the patient completes registration and makes an appointment, the appointment priority will determine the patient's appointment order to ensure that patients with urgent conditions and high scores are given priority.

[0051] Optionally, the intelligent online reservation management system further includes an online payment module, which is used to select online payment of reservation fees. The online payment module includes a payment status query unit, which is used to query order payment status and payment records.

[0052] Optionally, the service items in the outpatient information display module include examination, treatment and surgery items, as well as price information and duration information of the corresponding items.

[0053] Optionally, the data analysis module includes a data processing unit and a data visualization unit, the data processing unit includes data cleaning, data conversion and data aggregation, and the data visualization unit is used to visualize the processed data through charts and graphs, and the visualization methods include bar charts, line charts and pie charts.

[0054] Optionally, the customer service module includes a query service unit, a service evaluation unit and an online answer unit, the query service unit includes querying by name, contact information and purchase record, the service evaluation unit is used to collect user satisfaction for subsequent optimization management, and the online answer unit is used to answer user questions in real time.

[0055] Compared with the prior art, the present invention has the following beneficial effects:

[0056] 1. The present invention first recommends suitable departments and doctors to patients through an intelligent triage unit and calculates the importance of the patient's condition. Then, a dynamic number allocation unit allocates numbers to patients according to the real-time medical situation and the importance of the condition. Finally, an appointment priority unit determines the order of patients' medical treatment to ensure that medical resources are reasonably allocated and optimally utilized, balance the medical pressure of each department, and reduce the waiting time of patients. Finally, an appointment priority algorithm is used to calculate the patient's appointment priority according to factors such as the patient's appointment time, the urgency of the condition, and the fulfillment rate L, and the patient is consulted in the order of appointment priority.

[0057] 2. The present invention affects the patient score through the fulfillment rate L, changes the results of the subsequent intelligent triage unit and the dynamic number allocation unit. The three units work together to continuously optimize their own decision-making process, provide patients with better-quality and more efficient medical services, and jointly improve the overall efficiency of the medical system and the patient's medical experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0058] Figure 1 is a system block diagram of the present invention;

[0059] Figure 2 This is a block diagram of the customer service module of the present invention. DETAILED DESCRIPTION

[0060] Regarding this intelligent online appointment management system, it is different from the intelligent online appointment management system. The existing intelligent online appointment management system has a shortage of appointment numbers in popular departments, while some departments may be relatively idle, and resources are unevenly distributed. Due to the lack of professional triage guidance, patients often register based on their own subjective judgment, which may lead to the wrong department or multiple referrals, increasing the cost and time of medical treatment. This system recommends corresponding departments to patients through the intelligent triage unit, reduces the situation of patients registering blindly, improves registration efficiency, and improves the accuracy of medical treatment. The number allocation unit dynamically adjusts the number allocation according to the real-time medical situation and remaining number of each department of the hospital, ensuring that resources are optimally utilized and effectively solving the problem of uneven resource allocation.

[0061] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0062] Example:

[0063] See also Figure 1 and Figure 2 ,This implementation provides an intelligent online appointment management system including a login module, an outpatient information display module, an online appointment module, a data analysis module, and a customer service module;

[0064] The online appointment module includes an intelligent triage unit, a number allocation unit and an appointment priority unit. The intelligent triage unit recommends the corresponding department to the patient.

[0065] The number allocation unit is used to allocate the number of numbers to patients, and the appointment priority unit is used to calculate the priority of patients;

[0066] The login module is used for patient login and registration. New patients need to provide basic information, including name, contact information, ID number, and disease symptoms. They use the basic information to register. Registered patients log in to the system using the patient name, password or mobile phone number + verification code.

[0067] The service items in the outpatient information display module include examination, treatment and surgery items, as well as the price and duration information of the corresponding items.

[0068] Specifically, by clearly and accurately displaying outpatient information such as doctor schedules, department introductions, medical procedures, examination reports, etc., the outpatient information display module allows patients to understand and prepare their medical needs in advance, achieve information transparency, enhance communication and trust between doctors and patients, and thus improve the hospital's brand image and market competitiveness. The outpatient information display module enables hospital management to understand key data such as doctor reception status and patient flow distribution, so as to arrange medical resources more scientifically, such as adjusting doctor schedules, adding consulting rooms, or adjusting examination item times, etc., to meet peak patient needs and improve resource utilization efficiency.

[0069] The data analysis module includes a data processing unit and a data visualization unit. The data processing unit includes data cleaning, data conversion and data aggregation. The data visualization unit is used to visualize the processed data through charts and graphs. The visualization methods include bar charts, line charts and pie charts, which help managers understand the data more intuitively.

[0070] Specifically, the data analysis module can help hospitals identify peak and trough periods of resource utilization, so as to rationally allocate resources such as medical staff, equipment and beds to ensure the continuity and efficiency of medical services. The module can generate various reports and charts to intuitively display the hospital's operations and financial status, and enhance internal and external transparency of the hospital. Regulatory authorities can supervise and evaluate hospitals through these reports to ensure that hospitals comply with relevant laws, regulations and industry standards.

[0071] The customer service module includes an inquiry service unit, a service evaluation unit and an online answer unit. The inquiry service unit includes inquiries by name, contact information and purchase records. The service evaluation unit is used to collect user satisfaction for subsequent optimization management. The online answer unit is used to answer users' questions in real time. The online answer unit can set keywords for automatic replies, or use AI for replies. When users need manual service, they can also switch to manual service at any time. By automating the processing of some common consultation and complaint issues, the work pressure of customer service personnel can be reduced.

[0072] Specifically, the customer service team can view the patient's historical medical records and interactions in real time, provide more personalized and accurate services, and improve patient satisfaction. Through high-quality customer service and support, the hospital can establish a long-term trust relationship with patients, improve patient loyalty and return rate, and bring a stable customer base and reputation to the hospital.

[0073] In this embodiment, in this system, the intelligent triage unit is used to recommend the corresponding department for the patient, which reduces the situation of blind registration of patients, improves the registration efficiency, and improves the accuracy of medical treatment. The number allocation unit dynamically allocates numbers according to factors such as the capacity of the department and the number of appointments, ensuring the rational allocation of resources. The appointment priority unit can determine the order of medical treatment according to factors such as the urgency of the patient and the fulfillment rate, give priority to urgent and important patients, and at the same time, by rating the patients, it affects the subsequent online appointments of the patients, thereby improving the patients' medical experience and the hospital's operating efficiency. The data analysis module can perform statistical analysis on the appointment data and generate charts, providing intuitive data support for the hospital management, so that the hospital can intuitively understand the patients' medical needs and medical habits, and provide assistance for optimizing resource allocation and service processes. The customer service module collects patients' complaints and suggestions, and the hospital can promptly understand the patients' feedback, make targeted improvements to the deficiencies, and improve the online appointment effect.

[0074] The intelligent online reservation management system also includes an online payment module, which is used to select online payment of reservation fees. The online payment module includes a payment status query unit, which is used to query order payment status and payment records.

[0075] Specifically, online payment allows users to complete payment operations through mobile devices or computers anytime and anywhere, without having to carry cash or credit cards, making transactions faster and more flexible, greatly reducing the loss of property. Online payment also reduces the possibility of human error and fraud, as well as common errors in cash and check transactions, such as calculation errors or counterfeit banknotes. Real-time monitoring and data analysis can identify abnormal transaction patterns, promptly detect and prevent fraud, and protect patient property safety.

[0076] Furthermore, the intelligent triage unit processes the disease symptoms input by the patient and the known disease symptoms in the database. The processing process is as follows:

[0077] E=similarity(S m , D n )*W(D n )+PY

[0078] Where E is the disease symptom score;

[0079] S is the set of disease symptoms input by the patient, S m is the mth disease symptom input by the patient;

[0080] D is a set of symptoms of known diseases, D n is the number of disease symptoms corresponding to the patient input, at least one;

[0081] similarity(S m , D n ) is S m and D n Similarity score of ;

[0082] W is for D n The weight coefficient of

[0083] PY is the patient score, and the initial value of PY is 3;

[0084]

[0085] Where |S m ∩D n |For S m and D n the size of the intersection, i.e., the number of disease symptoms shared by both sets;

[0086] max(|S m |,|D n |) is S m and D n The maximum number of disease symptoms in

[0087] Assume S m and D n is structured data, representing a list of symptoms and a list of diagnosis codes, respectively. These lists are converted into sets. The following is a calculation example:

[0088] Symptoms such as S m ={headache, cough, respiratory tract infection, fever};

[0089] Diagnostic Code Set D n ={cough, respiratory tract infection, fever};

[0090] |S m ∩D n |={cough, fever}=2,max(|S m |,|D n |)=4;

[0091]

[0092] By similarity(S m , Dn ) learns the similarity score between the patient's symptoms and the known disease symptoms, and thus recommends the corresponding department K. Department K includes (K1, K2, ..., Ki), and each department K corresponds to at least one disease symptom, such as K1 = {D1, D2}, K2 = {D3}, etc. The specific disease symptoms corresponding to each department K are determined by the hospital doctors.

[0093] Specifically, the corresponding department is recommended by calculating the similarity score between the symptoms input by the patient and the symptoms of known diseases, which improves the accuracy and efficiency of triage. The patient's symptom score E is calculated by combining the similarity score. The symptom score E represents the importance of the patient's condition, which is used for subsequent number allocation. It also ensures that patients can be guided to the department that is most likely to solve their health problems. Through accurate triage, the number of patients who register and refer are reduced, thereby alleviating the problem of tight number resources in popular departments and improving the resource utilization of other departments.

[0094] Furthermore, the number allocation unit dynamically adjusts the number allocation according to the symptom score E obtained by the intelligent triage unit. The process is as follows:

[0095]

[0096] Where AP is the number of numbers assigned to the patient, and PY is the patient score;

[0097] E is the symptom score;

[0098] CK is the total capacity of the department;

[0099] OK is the number of appointments made by the department;

[0100] TK is the total working time of doctors in the department

[0101] A large AP value means that the patient is assigned a large number of appointment numbers, and the patient has greater flexibility in choosing the appointment time, doctor, and department, which makes it easier for the patient to get a consultation and reduces waiting time.

[0102] Specifically, the number allocation unit comprehensively considers dynamic factors such as the patient's symptom score E, patient score PY, total capacity of the department CK, number of appointments OK, and total working time of the doctor TK for allocation. This dynamic allocation mechanism ensures that the number of appointments can be flexibly adjusted according to the actual needs of the patient, the actual situation of the department, and the work ability of the doctor. It dynamically adjusts the number allocation to ensure the optimal utilization of resources, balance the medical pressure of each department, reduce patient waiting time, and improve the effect of online appointments.

[0103] The implementation of the number allocation unit requires close collaboration and information sharing among various departments within the hospital. This collaboration and information sharing promotes the optimization of the hospital's operating processes, enabling the hospital to operate more efficiently. At the same time, the application of the number allocation unit also improves the scientificity and accuracy of hospital management, and provides strong support for the development of the hospital. When facing public health emergencies or large-scale patient treatment needs, the number allocation unit can quickly adjust the number allocation strategy to ensure the rational allocation and effective utilization of medical resources, enabling the hospital to maintain stable operation in emergency situations and provide patients with timely and effective medical services.

[0104] Furthermore, the rating process of the reservation priority unit is as follows:

[0105] JY=W(D n )-[(F1-F2)*α]+β*L

[0106] JY is the patient priority;

[0107] D n Enter the corresponding number of disease symptoms for the patient;

[0108] W is D n The weight of

[0109] F1 is the patient's appointment date, and F2 is the patient's consultation date;

[0110] (F1-F2) is the difference in days between the patient's appointment date and the patient's consultation date;

[0111] α is the weight coefficient of (F1-F2);

[0112] L is the patient compliance rate, the value range of L is 0 to 1, and β is the weight coefficient of the patient compliance rate L;

[0113] in:

[0114] The value of the patient compliance rate L affects the patient score PY, specifically:

[0115] When L>0.7, PY=(1+L)*5;

[0116] When L≤0.7, PY=-(1-L)*5.

[0117] If patients often come for consultations on time, their PY score will increase after each consultation, thereby further improving the effectiveness of subsequent online appointments. On the contrary, if patients often do not show up after appointments, their PY score will decrease, thereby reducing the priority of subsequent online appointments, encouraging them to come for consultations on time.

[0118] Specifically, after the patient completes registration and makes an appointment for a consultation, the appointment priority determines the patient's consultation order to ensure that patients with urgent conditions and high scores are given priority. The appointment fulfillment rate L affects the patient's score, thereby affecting the patient's subsequent online appointment effect, prompting each patient to fulfill the appointment on time, reducing the waste of appointments due to patients' arbitrary appointments or frequent defaults, avoiding delays in doctors' time and affecting other patients' consultations, and improving the effect of online appointments.

[0119] Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions and variations may be made to the embodiments without departing from the principles and spirit of the present invention, and that the scope of the present invention is defined by the appended claims and their equivalents.

Claims

1. An intelligent online reservation management system, characterized in that: include: Login module, outpatient information display module, online appointment module, data analysis module, customer service module; The login module is used for patient login and registration: The outpatient information display module is used to display the hospital's department settings, doctor information and service items; The online reservation module includes: Intelligent triage unit, number allocation unit and appointment priority unit; The intelligent triage unit is used to recommend a corresponding department to the patient; The number source allocation unit is used to dynamically allocate the number of number sources for patients; The appointment priority unit is used to rate patients, thereby determining the order in which patients visit the hospital; The data analysis module is used to perform statistical analysis on the reservation data and generate charts; The customer service module is used to provide answers to frequently asked questions, online customer service functions, and collect patients' complaints and suggestions.

2. The intelligent online appointment management system according to claim 1, characterized in that: The intelligent triage unit processes the disease symptoms input by the patient and the known disease symptoms in the database. The processing process is as follows: E=similarity(S m ,D n )*W(D n )+PY Where E is the disease symptom score; S is the set of disease symptoms input by the patient, S m is the mth disease symptom input by the patient; D is a set of symptoms of known diseases, D n is the number of disease symptoms corresponding to the patient input, at least one; similarity(S m , D n ) is S m and D n Similarity score of ; W is for D n The weight coefficient of PY is the patient score, and the initial value of PY is 3; Where |S m ∩D n |For S m and D n the size of the intersection, i.e., the number of disease symptoms shared by both sets; max(|S m |,|D n |) is S m and D n The maximum number of disease symptoms in By similarity(S m , D n ) obtain the similarity scores between the patient's disease symptoms and the known disease symptoms, so as to recommend the corresponding department K, where the department K includes (K1, K2, ..., Ki), and each department K corresponds to at least one disease symptom; And through the input similarity score similarity(S m , D n ) to obtain the patient's disease symptom score E, which represents the importance of the patient's condition.

3. The intelligent online appointment management system according to claim 2, characterized in that: The number source allocation unit performs dynamic number source allocation adjustment according to the symptom score E obtained in the intelligent triage unit, and the process is as follows: Where AP is the number of numbers assigned to the patient, and PY is the patient score; E is the symptom score; CK is the total capacity of the department; OK is the number of appointments made by the department; TK is the total working time of doctors in the department; A large AP value means that the patient is assigned a large number of appointments, which makes it easier for him to get medical treatment and reduce waiting time.

4. The intelligent online appointment management system according to claim 3, characterized in that: The rating process of the reservation priority unit is as follows: JY=W(D n )-[(F1-F2)*α]+β*L JY is the patient priority; D n Enter the corresponding number of disease symptoms for the patient; W is D n The weight of F1 is the patient's appointment date, and F2 is the patient's consultation date; (F1-F2) is the difference in days between the patient's appointment date and the patient's consultation date; α is the weight coefficient of (F1-F2); L is the patient compliance rate, the value range of L is 0 to 1, and β is the weight coefficient of the patient compliance rate L; in: The value of the patient compliance rate L affects the patient score PY, specifically: When L>0.7, PY=(1+L)*5; When L≤0.7, PY=-(1-L)*5; After the patient completes registration and makes an appointment, the appointment priority will determine the patient's appointment order to ensure that patients with urgent conditions and high scores are given priority.

5. The intelligent online appointment management system according to claim 1, characterized in that: The intelligent online reservation management system also includes an online payment module, which is used to select online payment of reservation fees. The online payment module includes a payment status query unit, which is used to query order payment status and payment records.

6. The intelligent online appointment management system according to claim 1, characterized in that: The service items in the outpatient information display module include examination, treatment and surgery items, as well as price information and duration information of the corresponding items.

7. The intelligent online appointment management system according to claim 1, characterized in that: The data analysis module includes a data processing unit and a data visualization unit; The data processing unit includes data cleaning, data conversion and data aggregation; The data visualization unit is used to visualize the processed data through charts and graphs, and the visualization methods include bar charts, line charts and pie charts.

8. The intelligent online appointment management system according to claim 1, characterized in that: The customer service module includes an inquiry service unit, a service evaluation unit and an online answering unit; The query service unit includes querying by name, contact information and purchase record; The service evaluation unit is used to collect user satisfaction for subsequent optimization management; The online answering unit is used to answer users' questions in real time.

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