Information Processing Apparatus, Information Processing Method, and Program

Abstract

Present other medical staff who can act as a substitute for the medical staff in charge of the user. 【Solution means】The information processing apparatus 2 includes a storage unit 22 that stores staff data and member data, an acquisition unit 231 that acquires member identification information corresponding to a user who uses the user terminal from the user terminal, and refers to the staff data and the member data. Based on the attributes of the first medical staff identified by the member identification information acquired by the acquisition unit 231, a selection unit 232 that selects a second medical staff who is another medical staff different from the first medical staff from among a plurality of medical staff, and a transmission unit 234 that transmits information about the second medical staff selected by the selection unit 232 to the user terminal.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and a program.

Background Art

[0002] In recent years, due to the relaxation of regulations regarding medication guidance by pharmacists, the opportunities for pharmacists to provide medication guidance online have been increasing. Patent Document 1 discloses a technique for a user to receive medication guidance from a pharmacist online.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] When a user starts having online interviews with medical staff including pharmacists, instead of designating different medical staff as the person in charge for each interview, the user may look for medical staff who are compatible with themselves and designate the same medical staff as the person in charge in each interview. However, in the future, due to various circumstances such as the person-in-charge medical staff being absent or leaving the job for a long time, a situation may occur where the user cannot designate the same medical staff as the person in charge. Therefore, there is a need to present other medical staff who can substitute for the medical staff in charge of the user.

[0005] Therefore, the present invention has been made in view of these points, and an object thereof is to present other medical staff who can substitute for the medical staff in charge of the user.

Means for Solving the Problems

[0006] The information processing apparatus according to the first aspect of the present invention stores employee identification information for identifying each medical worker and employee data in which the attributes of the medical worker are associated, and member identification information for identifying each member of a predetermined service and member data in which the employee identification information corresponding to a first medical worker who is the medical worker in charge of the member is associated. The information processing apparatus further includes an acquisition unit that acquires the member identification information corresponding to the user who uses the user terminal from the user terminal, a reference unit that refers to the employee data and the member data, and based on the attributes of the first medical worker specified by the member identification information acquired by the acquisition unit, a selection unit that selects a second medical worker who is another medical worker different from the first medical worker from among the plurality of medical workers, and a transmission unit that transmits information about the second medical worker selected by the selection unit to the user terminal.

[0007] The employee data may further include the working status of the medical worker. Alternatively, the information processing apparatus may further include a determination unit that refers to the employee data and the member data and determines whether the working status of the first medical worker specified by the member identification information acquired by the acquisition unit is a status in which the medical worker can be in charge of the user. The selection unit may select the second medical worker from among the plurality of medical workers when the determination unit determines that the working status of the first medical worker is not a status in which the medical worker can be in charge of the user.

[0008] The selection unit may compare the attributes of the second medical worker with the attributes of the first medical worker specified by the member identification information acquired by the acquisition unit for each medical worker in which the employee data contains information, and select the second medical worker having attributes similar to those of the first medical worker from among the plurality of medical workers.

[0009] The attributes of the medical staff may be classified into conversation attributes that can affect the other party when the medical staff has a conversation related to medical treatment and non-conversation attributes that cannot affect the other party when the medical staff has a conversation related to medical treatment. The selection unit may select, from among the plurality of medical staff, a second medical staff having a conversation attribute similar to the conversation attribute among the attributes of the first medical staff.

[0010] The selection unit may select a predetermined number of second medical staff from among the plurality of medical staff in descending order of the degree of similarity to the attributes of the first medical staff.

[0011] The storage unit may further store conversation analysis data obtained by analyzing the conversation related to medical treatment between the member and the medical staff for each combination of the member and the medical staff. The selection unit may further select the second medical staff from among the plurality of medical staff based on the conversation analysis data specified by the member identification information obtained by the acquisition unit.

[0012] The conversation analysis data may include information indicating the state of the face of the medical staff during the conversation with the member.

[0013] The member data may further be associated with a search condition input by the member when searching for the first medical staff. The selection unit may further select, from among one or more second medical staff selected based on the attributes of the first medical staff, a second medical staff that satisfies the search condition associated with the member identification information obtained by the acquisition unit in the member data.

[0014] When the staff identification information is associated with the member identification information obtained by the acquisition unit in the member data, and the user has an interview with the second medical staff to whom the transmission unit has transmitted information, the information processing apparatus may further include a granting unit that grants a reward to the second medical staff.

[0015] The acquisition unit may acquire, from the user terminal, a designation request for designating the second medical worker to whom the transmission unit has transmitted information, the designation request including the member identification information. The transmission unit may transmit the attributes of the first medical worker specified by the member identification information included in the designation request acquired by the acquisition unit to the terminal used by the second medical worker designated by the user.

[0016] The storage unit may further store conversation analysis data obtained by analyzing medical conversations between the member and the medical worker for each combination of the member and the medical worker. The transmission unit may transmit the conversation analysis data corresponding to the first medical worker and the user specified by the member identification information acquired by the acquisition unit to the terminal used by the second medical worker designated by the user.

[0017] An information processing method according to a second aspect of the present invention is executed by a computer having a storage unit that stores worker data in which worker identification information for identifying a medical worker and attributes of the medical worker are associated for each medical worker, and member data in which member identification information for identifying a member for a predetermined service and the worker identification information corresponding to a first medical worker who is the medical worker in charge of the member are associated for each member. The method includes: obtaining, from a user terminal, the member identification information corresponding to a user who uses the user terminal; referring to the worker data and the member data, and selecting, from among a plurality of the medical workers, a second medical worker different from the first medical worker based on the attributes of the first medical worker specified by the obtained member identification information; and transmitting information about the selected second medical worker to the user terminal.

[0018] The program according to the third aspect of the present invention causes a computer having a storage unit that stores employee identification information for identifying each medical worker and employee data in which the attributes of the medical worker are associated, and member identification information for identifying each member of a predetermined service and member data in which the employee identification information corresponding to a first medical worker who is the medical worker in charge of the member is associated, to function as an acquisition unit that acquires, from a user terminal, the member identification information corresponding to a user who uses the user terminal, a reference unit that refers to the employee data and the member data, and based on the attributes of the first medical worker specified by the member identification information acquired by the acquisition unit, a selection unit that selects a second medical worker who is another medical worker different from the first medical worker from among the plurality of medical workers, and a transmission unit that transmits information about the second medical worker selected by the selection unit to the user terminal.

Effects of the Invention

[0019] According to the present invention, there is an effect that it is possible to present another medical worker who can substitute for the medical worker in charge of the user.

Brief Description of the Drawings

[0020]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Embodiments for Carrying Out the Invention

[0021] [Outline of Information Processing System S] FIG. 1 is a diagram for explaining the outline of the information processing system S. The information processing system S is a system used to provide information processing services. The information processing service is a service that matches users and medical professionals. Specifically, it is a service that provides information about medical professionals and reserves responses by medical professionals. Medical professionals include, for example, pharmacists, doctors, etc. The response by a medical professional includes, for example, medication guidance provided online by a pharmacist, medication guidance provided in person at a facility (such as a store like a pharmacy) by a pharmacist, diagnosis provided online by a doctor, diagnosis provided in person at a facility (such as a hospital) by a doctor, etc. The medication guidance provided online by a pharmacist and the diagnosis provided online by a doctor are, for example, carried out by video call, but are not limited to this, and may also be carried out by text-based chat. A user is, for example, a member of the information processing service. The information processing system S has a user terminal 1 and an information processing device 2.

[0022] The user terminal 1 is a terminal used by the user and is, for example, a smartphone, a tablet terminal, a personal computer, etc. For example, the information processing service is provided on the Internet, and the user can use the information processing service by accessing the website of the information processing service using the browser installed on the user terminal 1. Note that a dedicated application program for providing the information processing service is installed on the user terminal 1, and the user may use the information processing service by using the dedicated application.

[0023] The information processing device 2 is a device that manages information processing services and is, for example, a server. The information processing device 2 manages employee data and member data. The employee data is data in which employee identification information (for example, employee ID) for identifying the medical employee and the attributes of the medical employee are associated for each medical employee. The attributes of the medical employee are, for example, age, gender, affiliation, career history, specialized field, area of expertise, personality, facial features, place of origin, place of residence, language, etc. The member data is data in which member identification information (for example, member ID) for identifying the member and the employee ID corresponding to the first medical employee are associated for each member. The first medical employee is a medical employee in charge of the member, specifically, a medical employee designated in advance by the member as the person in charge. Hereinafter, the processing of the information processing system S will be described.

[0024] First, when the user performs a predetermined operation on the user terminal 1, the user terminal 1 transmits the member ID to the information processing device 2 ((1) in FIG. 1). The predetermined operation is, for example, an operation of accessing the website of the information processing service, an operation of searching for a medical employee on the web page of the information processing service, an operation of reserving a response by a medical employee, etc.

[0025] When the information processing device 2 acquires the member ID from the user terminal 1, it refers to the employee data and the member data, and selects a second medical employee from among a plurality of medical employees based on the attributes of the first medical employee specified by the acquired member ID ((2) in FIG. 1). The second medical employee is another medical employee different from the first medical employee. The information processing device 2 selects, for example, another medical employee having attributes similar to those of the first medical employee as the second medical employee from among a plurality of medical employees.

[0026] Then, the information processing device 2 transmits information about the selected second medical employee to the user terminal 1 ((3) in FIG. 1). Thereafter, the user terminal 1 displays the information about the second medical employee acquired from the information processing device 2 on the display.

[0027] By doing so, the information processing system S can present the user with a second medical worker who can substitute for the first medical worker. As a result, the user can identify the second medical worker who can substitute for the first medical worker. Consequently, even if a situation occurs where, for example, the first medical worker is absent for a long time or leaves the job, and the user can no longer designate the same medical worker as the person in charge, the information processing system S can reduce the burden on the user of searching for another medical worker. Hereinafter, the configuration of the information processing apparatus 2 will be described.

[0028] [Functional Configuration of Information Processing Apparatus 2] FIG. 2 is a diagram schematically showing the functional configuration of the information processing apparatus 2. The information processing apparatus 2 includes a communication unit 21, a storage unit 22, and a control unit 23. In FIG. 2, the arrows indicate the main data flow, and there may be a data flow not shown in FIG. 2. In FIG. 2, each functional block shows a configuration in terms of function units, not in terms of hardware (device) units. Therefore, the functional blocks shown in FIG. 2 may be implemented in a single device, or may be divided and implemented in a plurality of devices. The exchange of data between the functional blocks may be performed via any means such as a data bus, a network, a portable storage medium, etc.

[0029] The communication unit 21 is a communication interface for connecting to a network and has a communication controller for transmitting and receiving data from an external device.

[0030] The storage unit 22 is a large-capacity storage device such as a ROM (Read Only Memory) that stores the BIOS (Basic Input Output System) of a computer that realizes the information processing apparatus 2, a RAM (Random Access Memory) that serves as a working area of the information processing apparatus 2, an HDD (Hard Disk Drive) or an SSD (Solid State Drive) that stores an OS (Operating System), application programs, and various information referred to during the execution of the application programs. The storage unit 22 stores an employee management database that manages employee data and a member management database that manages member data.

[0031] FIG. 3 is a diagram showing an example of the configuration of the databases stored in the storage unit 22. The employee management database shown in FIG. 3(a) stores by associating an employee ID, attributes of medical employees (age, gender, personality, facial features, place of origin, place of residence, language, affiliation, work experience, etc.), and work status. The personality is indicated by a known index such as the Big Five traits. The facial features are indicated by a known index such as a child's face, an adult's face, a curve type, a straight line type, etc. The language is information indicating, for example, a language that can be conversed in or a dialect. The work status indicates whether or not it is currently possible to be in charge of a member. The work status is, for example, "absent (for example, temporary absence due to outside working hours, long-term absence due to childcare leave or nursing care leave, etc.)" or "resigned" indicating a state where it is not currently possible to be in charge of a member, and a status such as "working" indicating a state where it is currently possible to be in charge of a member. Note that the attributes of medical employees stored in the employee management database are not limited to the example shown in FIG. 3(a), and may further include a career history, a specialized field, an area of expertise, etc.

[0032] Among the attributes of medical staff stored in the staff management database, they are classified into conversation attributes and non-conversation attributes. Conversation attributes are, for example, attributes that can affect the other party when a medical staff has a conversation related to medicine. Non-conversation attributes are, for example, attributes that cannot affect the other party when a medical staff has a conversation related to medicine. Note that the classification of conversation attributes and non-conversation attributes shown in Fig. 3(a) is just an example and is not limited to this. For example, age, gender, place of origin, place of residence, and language may be classified as non-conversation attributes. Regarding career history, specialized fields, and areas of expertise, they may be classified as conversation attributes or non-conversation attributes.

[0033] The member management database shown in Fig. 3(b) stores by associating member ID, staff ID, search conditions, and member attributes. The staff ID stored in the member management database is the staff ID corresponding to the first medical staff. The search conditions are the conditions entered when a member searches for the first medical staff. Member attributes are, for example, age and gender, but are not limited to this, and may further include personality, facial features, place of origin, place of residence, language, etc.

[0034] Note that the staff management database and the member management database may be stored in an external storage device such as cloud storage instead of the storage unit 22. In this case, the control unit 23 described later transmits and receives data with the external storage device via the communication unit 21.

[0035] Returning to Fig. 2, the control unit 23 is a processor such as the CPU (Central Processing Unit), GPU (Graphics Processing Unit), or NPU (Neural network Processing Unit) of the information processing device 2, and by executing the program stored in the storage unit 22, functions as an acquisition unit 231, a selection unit 232, a determination unit 233, a transmission unit 234, a reservation processing unit 235, a data management unit 236, and a granting unit 237.

[0036] The acquisition unit 231 acquires the member ID from the user terminal 1. For example, first, when the user performs an operation of accessing the website of the information processing service on the user terminal 1, the user terminal 1 transmits the preset member ID to the information processing apparatus 2. Then, the acquisition unit 231 acquires the member ID from the user terminal 1.

[0037] Also, for example, on the display screen of the Web page of the information processing service, a function for searching for a second medical worker is provided. When the user performs an operation (for example, an operation of pressing a search button, etc.) for searching for a second medical worker on the display screen, the user terminal 1 transmits a search request for searching for a second medical worker to the information processing apparatus 2. The search request includes the member ID. Then, the acquisition unit 231 acquires the member ID by acquiring the search request from the user terminal 1.

[0038] When the acquisition unit 231 acquires the member ID, the selection unit 232 searches for a second medical worker. Specifically, the selection unit 232 refers to the worker management database and the member management database, and selects, from among a plurality of medical workers, a second medical worker who is different from the first medical worker based on the attributes of the first medical worker specified by the member ID acquired by the acquisition unit 231. The "attributes of the first medical worker specified by the member ID acquired by the acquisition unit 231" are, for example, the attributes of the medical worker associated with the worker ID stored in the member management database in association with the member ID acquired by the acquisition unit 231 in the worker management database.

[0039] More specifically, for each medical worker whose information is included in the worker management database, the selection unit 232 compares the attributes of the first medical worker specified by the member ID acquired by the acquisition unit 231 with the attributes of the second medical worker, and selects, from among a plurality of medical workers, a second medical worker having attributes similar to those of the first medical worker. The selection unit 232 selects, for example, a second medical worker having attributes that all match a plurality of types of attributes of the first medical worker as a second medical worker having attributes similar to those of the first medical worker.

[0040] The selection unit 232 may select, as a second medical worker having an attribute similar to the attribute of the first medical worker, a second medical worker having an attribute that matches the number of types of attributes equal to or greater than the first attribute threshold among the plurality of types of attributes of the first medical worker. The first attribute threshold is a value determined to determine whether the attribute of the first medical worker and the attribute of the second medical worker are similar, and is, for example, a number or a ratio. By doing so, the information processing apparatus 2 can select a second medical worker similar to the first medical worker.

[0041] The selection unit 232 may select, from among a plurality of medical workers, a second medical worker having a conversation attribute similar to the conversation attribute among the attributes of the first medical worker. For example, the selection unit 232 selects, as a second medical worker having a conversation attribute similar to the conversation attribute of the first medical worker, a second medical worker having a conversation attribute that matches all of the plurality of types of conversation attributes of the first medical worker.

[0042] The selection unit 232 may select, as a second medical worker having a conversation attribute similar to the conversation attribute of the first medical worker, a second medical worker having a conversation attribute that matches the number of types of conversation attributes equal to or greater than the conversation attribute threshold among the plurality of types of conversation attributes of the first medical worker. The conversation attribute threshold is a value determined to determine whether the conversation attribute of the first medical worker and the conversation attribute of the second medical worker are similar, and is, for example, a number or a ratio. By doing so, the information processing apparatus 2 can select a second medical worker with a high probability of obtaining the same mental state as when the user converses with the first medical worker.

[0043] The selection unit 232 may further select, from among a plurality of medical workers, a second medical worker having a feature similar to the feature when the first medical worker converses with the user. For example, in the storage unit 22, for each combination of a member and a medical worker, conversation analysis data in which the member ID corresponding to the member and the worker ID corresponding to the medical worker are associated is further stored.

[0044] Conversation analysis data is data obtained by analyzing conversations related to medical care between members and medical staff (for example, conversations via video calls). For example, it includes analysis items such as words frequently used by medical staff in conversations, the length of medical staff's conversations (e.g., the average duration of utterances, etc.), the speed of medical staff's conversations (e.g., fast, normal, slow, etc.), the intonation in medical staff's conversations (e.g., present, absent, etc.), and the frequency of specialized terms used by medical staff in conversations (e.g., many, normal, few, etc.). The conversation analysis data may include information indicating the state of the medical staff's face during conversations with members. Information indicating the state of the medical staff's face is, for example, the duration of the medical staff's smiling, the frequency with which the medical staff's face turns towards the user, the frequency with which the medical staff's line of sight turns towards the user, etc.

[0045] Conversation analysis data is data obtained by analyzing conversations in video calls between members and medical staff, but is not limited to this, and may also be data obtained by analyzing conversations via text-based chat. In this case, the conversation analysis data may include analysis items such as words frequently used by medical staff in conversations, the length of medical staff's conversations (e.g., the number of characters in a single message sent by the medical staff, the frequency of messages sent by the medical staff before the member sends a message, etc.), the speed of medical staff's conversations (e.g., the average speed at which the medical staff sends a single message, etc.), and the frequency of specialized terms used by medical staff in conversations.

[0046] The information processing device 2 can generate conversation analysis data by analyzing conversations related to medical care between members and medical staff using, for example, known techniques. Note that the conversation analysis data may also be data analyzed and generated by the administrator of the information processing device 2.

[0047] In this case, the selection unit 232 further selects a second medical practitioner from among a plurality of medical practitioners based on the conversation analysis data specified by the member ID acquired by the acquisition unit 231. The "conversation analysis data specified by the member ID acquired by the acquisition unit 231" is, for example, the conversation analysis data associated with the member ID acquired by the acquisition unit 231 and the practitioner ID stored in the member management database in association with the member ID.

[0048] Specifically, first, the selection unit 232 selects one or more second medical practitioners from among a plurality of medical practitioners based on the attributes of the first medical practitioner specified by the member ID acquired by the acquisition unit 231. Then, the selection unit 232 selects, from among the one or more second medical practitioners selected, a second medical practitioner having characteristics similar to those when the first medical practitioner converses with the user, based on the conversation analysis data specified by the member ID acquired by the acquisition unit 231. The selection unit 232 selects, for example, a second medical practitioner having characteristics similar to those when the first medical practitioner converses with the user, from among the one or more second medical practitioners selected, by performing the following two steps.

[0049] As a first step, for each second medical practitioner selected based on the attributes of the first medical practitioner, the selection unit 232 generates statistical conversation analysis data by performing statistical processing on a plurality of conversation analysis data associated with the medical practitioner ID corresponding to the second medical practitioner. The selection unit 232 may generate statistical conversation analysis data based on a plurality of conversation analysis data associated with the member IDs corresponding to a plurality of other members having attributes similar to those of the user specified by the member ID acquired by the acquisition unit 231, among the plurality of conversation analysis data associated with the medical practitioner ID corresponding to the second medical practitioner.

[0050] The selection unit 232 generates statistical conversation analysis data by, for example, selecting or calculating the values of the analysis items included in a plurality of conversation analysis data for each analysis item included in the conversation analysis data to obtain statistical values. The statistical value is, for example, the mode value. As an example of obtaining the statistical value of the speed of the conversation of medical staff, the selection unit 232 selects, as the statistical value of the speed of the conversation of medical staff, the value that appears most frequently among the plurality of conversation analysis data associated with the medical staff ID corresponding to the second medical staff among "fast", "normal", and "slow" defined as the values of the speed of the conversation of medical staff.

[0051] As a second step, for each second medical staff selected based on the attributes of the first medical staff, the selection unit 232 compares the conversation analysis data specified by the member ID acquired by the acquisition unit 231 with the statistical conversation analysis data corresponding to the second medical staff, and selects, from among the one or more selected second medical staff, a second medical staff having characteristics similar to those of the conversation of the first medical staff. The selection unit 232 selects, for example, a second medical staff having characteristics of conversations that all match the characteristics of a plurality of types of conversations of the first medical staff as a second medical staff having characteristics similar to those of the conversation of the first medical staff.

[0052] The selection unit 232 may select, as a second medical staff having characteristics similar to those of the conversation of the first medical staff, a second medical staff having characteristics of conversations that match the characteristics of a number of types of conversations equal to or greater than the characteristic threshold among the characteristics of a plurality of types of conversations of the first medical staff. The characteristic attribute threshold is a value determined to determine whether the characteristics of the conversation of the first medical staff and the characteristics of the conversation of the second medical staff are similar, and is, for example, a number or a ratio. By doing so, the information processing apparatus 2 can improve the accuracy of selecting a second medical staff similar to the first medical staff.

[0053] The selection unit 232 may further select, from among a plurality of second medical staff members, a second medical staff member who satisfies the search conditions input by the user when searching for the first medical staff member. Specifically, the selection unit 232 selects, from among one or more second medical staff members selected based on the attributes of the first medical staff member, a second medical staff member who satisfies the search conditions associated with the member ID acquired by the acquisition unit 231 in the membership management database. By doing so, the information processing apparatus 2 can improve the accuracy of selecting a second medical staff member similar to the first medical staff member.

[0054] The selection unit 232 selects, for example, one second medical staff member from among a plurality of medical staff members. The selection unit 232 may select a predetermined number of second medical staff members from among a plurality of medical staff members. Specifically, the selection unit 232 selects a predetermined number of second medical staff members from among a plurality of medical staff members in descending order of the degree of similarity to the attributes of the first medical staff member. The degree of similarity to the attributes of the first medical staff member is, for example, the number of attributes that match the attributes of the first medical staff member. By doing so, the information processing apparatus 2 can make it easier for the user to select a second medical staff member who can substitute for the first medical staff member.

[0055] The transmission unit 234 transmits information about the second medical staff member selected by the selection unit 232 to the user terminal 1. Thereafter, the user terminal 1 causes a display to display the information about the second medical staff member acquired from the information processing apparatus 2.

[0056] FIG. 4 is a diagram schematically showing an example of a display screen of a Web page of an information processing service. In the example shown in FIG. 4, a list of second medical staff members is displayed on a screen D which is a display screen of the Web page of the information processing service. For example, when the user presses a reservation button corresponding to a certain second medical staff member, it is possible to reserve the service provided by the second medical staff member.

[0057] When the first medical staff corresponding to the user is not in a state where they can take charge of the user, the information processing apparatus 2 may present information about the second medical staff to the user. Specifically, first, the acquisition unit 231 acquires a reservation request for reserving the response by the first medical staff from the user terminal 1. The reservation request includes a member ID.

[0058] When the acquisition unit 231 acquires the reservation request, the determination unit 233 refers to the staff management database and the member management database, and determines whether the working status of the first medical staff specified by the member ID included in the reservation request acquired by the acquisition unit 231 is a state where they can take charge of the user. For example, when the working status of the first medical staff is a status indicating that they can currently take charge of a member (for example, when it is "on duty"), the determination unit 233 determines that it is a state where they can take charge of the user.

[0059] In this case, the reservation processing unit 235 executes a process for reserving the response by the first medical staff. For example, the reservation processing unit 235 notifies the second medical staff or the organization where the second medical staff works (for example, a pharmacy, a hospital, etc.) of the request for the user's response.

[0060] For example, when the working status of the first medical staff is a status indicating that they cannot currently take charge of a member (for example, when it is "absent" or "resigned"), the determination unit 233 determines that it is not a state where they can take charge of the user. In this case, the selection unit 232 selects the second medical staff from among a plurality of medical staff.

[0061] Then, the transmission unit 234 transmits the information about the second medical staff selected by the selection unit 232 to the user terminal 1. By doing so, the information processing apparatus 2 can reduce the burden on the user for searching for other medical staff. After that, when the user approves the response by the second medical staff presented, the information processing apparatus 2 may execute a process for reserving the response by the second medical staff.

[0062] Specifically, first, the acquisition unit 231 acquires, from the user terminal 1, a predetermined request indicating a determination result of whether the user approves of the response by the second medical worker. For example, on the display screen of the Web page of the information processing service, together with information about the second medical worker, there is a button for determining whether to approve of the response by the second medical worker (for example, an operation of pressing one of a "reserve" button and a "search for other medical workers" button) provided.

[0063] In this case, when the user checks the information about the second medical worker on the display screen of the Web page of the information processing service and performs an operation of approving of the response by the second medical worker (for example, an operation of pressing the "reserve" button), the user terminal 1 transmits to the information processing apparatus 2 a designation request for designating the second medical worker to whom the transmission unit 234 transmitted the information. The designation request is, for example, a request for the response by the second medical worker. On the other hand, when the user performs an operation of not approving of the response by the second medical worker on the display screen of the Web page of the information processing service (for example, an operation of pressing the "search for other medical workers" button), the user terminal 1 transmits to the information processing apparatus 2 a re-search request for searching for other second medical workers.

[0064] Then, when the acquisition unit 231 acquires a designation request from the user terminal 1, the reservation processing unit 235 executes processing for reserving the response by the second medical worker. On the other hand, when the acquisition unit 231 acquires a re-search request from the user terminal 1, the selection unit 232 executes processing for selecting other second medical workers.

[0065] In this case, the transmission unit 234 transmits information regarding another second medical staff member selected by the selection unit 232 under a second condition that is wider than the first condition under which the second medical staff member was selected immediately before, to the user terminal 1. The second condition is, for example, a value less than the first attribute threshold value in the case where the first condition is a condition based on the first attribute threshold value, or a condition based on any one of the attribute of the first medical staff member, the conversation analysis data, and the search condition of the first medical staff member in the case where the first condition is a condition based on the attribute of the first medical staff member, the conversation analysis data, and the search condition of the first medical staff member, and so on.

[0066] In the above, an example has been described in which the information processing apparatus 2 presents information regarding a second medical staff member having an attribute similar to the attribute of the first medical staff member to the user, but it is not limited to this. For example, the information processing apparatus 2 may present information regarding a second medical staff member having an attribute not similar to the attribute of the first medical staff member to the user for a user who is not compatible with the first medical staff member.

[0067] For example, on the display screen of the Web page of the information processing service, a search button for searching for other medical staff members is provided. In this case, when the user presses the search button on the display screen of the Web page of the information processing service, the user terminal 1 transmits a search request for requesting a search for other medical staff members to the information processing apparatus 2. The search request includes a member ID.

[0068] When the acquisition unit 231 acquires the search request, the selection unit 232 compares the attribute of the first medical staff member specified by the member ID acquired by the acquisition unit 231 with the attribute of each second medical staff member whose information is included in the staff management database, and selects a second medical staff member having an attribute not similar to the attribute of the first medical staff member from among a plurality of second medical staff members. The selection unit 232 selects, for example, a second medical staff member having an attribute that does not match all of a plurality of types of attributes of the first medical staff member as a second medical staff member having an attribute not similar to the attribute of the first medical staff member.

[0069] The selection unit 232 may select, as a second medical worker having an attribute not similar to the attribute of the first medical worker, a second medical worker having an attribute that does not match the number of types of attributes of the first medical worker that are equal to or greater than the second attribute threshold among the plurality of types of attributes of the first medical worker. The second attribute threshold is a value determined to determine whether the attribute of the first medical worker and the attribute of the second medical worker are not similar, and is, for example, a number or a ratio.

[0070] The selection unit 232 may select, as a second medical worker having an attribute not similar to the attribute of the first medical worker, a second medical worker having an attribute that does not match the type of attribute specified by the user among the plurality of types of attributes of the first medical worker. For example, on the display screen of the Web page of the information processing service, there is provided an item for specifying a type of attribute different from that of the first medical worker among the plurality of types of attributes of the first medical worker.

[0071] In this case, the selection unit 232 selects, as a second medical worker having an attribute not similar to the attribute of the first medical worker, a second medical worker having an attribute that does not match the type of attribute corresponding to the item specified by the user on the display screen of the Web page of the information processing service among the plurality of types of attributes of the first medical worker. For example, when the user specifies "personality", the selection unit 232 selects, as a second medical worker having an attribute not similar to the attribute of the first medical worker, a second medical worker having a personality opposite to the personality of the first medical worker (for example, a personality with high extroversion) (for example, a personality with low extroversion).

[0072] Then, the transmission unit 234 transmits information about the second medical worker selected by the selection unit 232 to the user terminal 1. By doing so, the information processing device 2 can reduce the burden on the user for searching for other medical workers.

[0073] When the information processing apparatus executes a process for reserving the response by the second medical staff, it may present the information about the first medical staff to the second medical staff. Specifically, when the acquisition unit 231 acquires a designation request, the transmission unit 234 transmits the attributes of the first medical staff specified by the member ID included in the designation request to a terminal (not shown) used by the second medical staff designated by the user. By doing so, the information processing apparatus 2 can let the second medical staff refer to the attributes of the first medical staff when dealing with the user.

[0074] The transmission unit 234 may present the conversation analysis data to the second medical staff as the information about the first medical staff. Specifically, when the acquisition unit 231 acquires a designation request, the transmission unit 234 transmits the conversation analysis data corresponding to the first medical staff and the user specified by the member ID included in the designation request to the terminal used by the second medical staff designated by the user. By doing so, the information processing apparatus 2 can let the second medical staff refer to the conversation analysis data when dealing with the user.

[0075] The information processing apparatus 2 may update the first medical staff according to the user's request. For example, when the user requests to change the person in charge from the first medical staff to the second medical staff who presented the information, the information processing apparatus 2 executes a process for changing the user's person in charge from the first medical staff to the second medical staff.

[0076] Specifically, first, the acquisition unit 231 acquires a change request for changing from the first medical staff to the second medical staff from the user. The change request includes the member ID corresponding to the user and the staff ID corresponding to the second medical staff. Then, the data management unit 236 changes the staff ID associated with the member ID acquired by the acquisition unit 231 in the member management database to the staff ID acquired by the acquisition unit 231.

[0077] When the user requests the deletion of an in-charge person, the information processing apparatus 2 executes a process for deleting the user's in-charge person. Specifically, first, the acquisition unit 231 acquires a deletion request for deleting the in-charge person from the user. The deletion request includes the member ID corresponding to the user. Then, the data management unit 236 deletes the employee ID associated with the member ID acquired by the acquisition unit 231 in the membership management database.

[0078] When the second medical worker corresponds to the user instead of the first medical worker, the information processing apparatus 2 may give a reward to the second medical worker. The reward is a reward given based on money (for example, money managed by the information processing service, etc.) different from the fees paid by the user to the second medical worker or the organization to which the second medical worker belongs. Specifically, when the employee ID is associated with the member ID acquired by the acquisition unit 231 in the membership management database, the granting unit 237 gives a reward to the second medical worker when the user has an interview (for example, an online interview or an in-person interview at a facility, etc.) with the second medical worker to whom the transmission unit 234 has transmitted information.

[0079] More specifically, when the user has an interview with the second medical worker to whom information is presented on the user terminal 1, the granting unit 237, in the membership management database, the employee ID is associated with the member ID acquired by the acquisition unit 231, and when the employee ID corresponding to the second medical worker with whom the interview was conducted is different from the employee ID, a reward is given to the second medical worker. By doing so, the information processing apparatus 2 can provide an incentive for the second medical worker to actively correspond to the user even as a substitute for the first medical worker.

[0080] [Processing of Information Processing Apparatus 2] Subsequently, the flow of the process executed by the information processing apparatus 2 will be described. FIG. 5 is a flowchart showing the flow of the process of the information processing apparatus 2. This process starts when the acquisition unit 231 acquires a reservation request including a member ID from the user terminal 1 (S1).

[0081] The determination unit 233 refers to the medical staff management database and the member management database, and determines whether the working status of the first medical staff identified by the member ID acquired by the acquisition unit 231 is a status in which the user can be taken charge of (S2). When the determination unit 233 determines that the working status of the first medical staff is not a status in which the user can be taken charge of (in the case of NO in S2), the selection unit 232 selects a second medical staff from among a plurality of medical staff (S3).

[0082] The transmission unit 234 transmits information about the second medical staff selected by the selection unit 232 to the user terminal 1 (S4). The acquisition unit 231 acquires a predetermined request indicating a determination result as to whether the user approves the response by the second medical staff (S5). When the acquired predetermined request is not a specified request (in the case of NO in S6), the acquisition unit 231 returns the process to S3.

[0083] On the other hand, when the determination unit 233 determines that the working status of the first medical staff is a status in which the user can be taken charge of (in the case of YES in S2), or when the predetermined request acquired by the acquisition unit 231 is a specified request (in the case of YES in S6), the reservation processing unit 235 executes a process for reserving a response by the second medical staff (S7).

[0084] [Effects in the present embodiment] As described above, the information processing apparatus 2 selects a second medical worker from among a plurality of medical workers based on the attributes of the first medical worker in charge of the user, and transmits information regarding the selected second medical worker to the user terminal 1. By doing so, the information processing apparatus 2 can present the user with a second medical worker who can substitute for the first medical worker. As a result, the user can grasp a second medical worker who can substitute for the first medical worker. As a result, for example, even when a situation occurs in which the user can no longer designate the same medical worker as the person in charge due to the first medical worker being absent for a long period of time or leaving the job, the information processing apparatus 2 can reduce the burden on the user of searching for another medical worker.

[0085] In addition, according to the present invention, it becomes possible to contribute to Goal 9, "Build the infrastructure for industry and technological innovation," of the Sustainable Development Goals (SDGs) led by the United Nations.

[0086] As described above, the present invention has been described using the embodiments. However, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of the gist thereof. For example, all or part of the device can be configured by being functionally or physically distributed and integrated in any unit. In addition, new embodiments generated by any combination of a plurality of embodiments are also included in the embodiments of the present invention. The effects of the new embodiments generated by the combination have the effects of the original embodiments combined.

Explanation of Reference Numerals

[0087] 1 User terminal 2 Information processing apparatus 21 Communication unit 22 Storage unit 23 Control unit 231 Acquisition unit 232 Selection unit 233 Determination unit 234 Transmission unit 235 Reservation processing unit 236 Data management unit 237 Granting unit S Information Processing System

Claims

1. Employee identification information for identifying each medical worker and employee data in which the attributes of the medical worker are associated, and membership identification information for identifying each member of a predetermined service and membership data in which the employee identification information corresponding to a first medical worker who is the medical worker in charge of the member are associated, a storage unit for storing; An acquisition unit that acquires, from a user terminal, the membership identification information corresponding to a user who uses the user terminal; A selection unit that refers to the employee data and the membership data, and selects, from among the plurality of medical workers, a second medical worker who is different from the first medical worker based on the attributes of the first medical worker specified by the membership identification information acquired by the acquisition unit; A transmission unit that transmits information about the second medical worker selected by the selection unit to the user terminal; An information processing apparatus having the above.

2. In the employee data, the working status of the medical worker is further associated; The information processing apparatus further has a determination unit that refers to the employee data and the membership data and determines whether the working status of the first medical worker specified by the membership identification information acquired by the acquisition unit is a status in which the user can be in charge; The selection unit selects the second medical worker from among the plurality of medical workers when the determination unit determines that the working status of the first medical worker is not a status in which the user can be in charge. The information processing apparatus according to claim 1.

3. The selection unit compares, for each medical worker in which the employee data contains information, the attributes of the second medical worker with the attributes of the first medical worker specified by the membership identification information acquired by the acquisition unit, and selects, from among the plurality of medical workers, the second medical worker having attributes similar to those of the first medical worker. The information processing apparatus according to claim 1.

4. The attributes of the medical worker are classified into a conversation attribute that can affect the other party when the medical worker has a medical-related conversation and a non-conversation attribute that cannot affect the other party when the medical worker has a medical-related conversation; The selection unit selects, from among the plurality of medical workers, the second medical worker having the conversation attribute similar to the conversation attribute among the attributes of the first medical worker. The information processing apparatus according to claim 3.

5. The selection unit selects a predetermined number of the second medical staff in descending order of the degree of similarity to the attributes of the first medical staff from among the plurality of medical staff. The information processing apparatus according to claim 3 or 4.

6. The storage unit further stores conversation analysis data obtained by analyzing a medical conversation between the member and the medical staff for each combination of the member and the medical staff. The selection unit further selects the second medical staff from among the plurality of medical staff based on the conversation analysis data specified by the member identification information acquired by the acquisition unit. The information processing apparatus according to claim 1.

7. The conversation analysis data includes information indicating the state of the face of the medical staff during the conversation with the member. The information processing apparatus according to claim 6.

8. The member data is further associated with a search condition input by the member when searching for the first medical staff. The selection unit further selects, from among the one or more second medical staff selected based on the attributes of the first medical staff, the second medical staff that satisfies the search condition associated with the member identification information acquired by the acquisition unit in the member data. The information processing apparatus according to claim 1.

9. When the staff identification information is associated with the member identification information acquired by the acquisition unit in the member data, and when the user has an interview with the second medical staff to whom the transmission unit has transmitted information, the information processing apparatus further includes a granting unit that grants a reward to the second medical staff. The information processing apparatus according to claim 1.

10. The acquisition unit acquires, from the user terminal, a designation request for designating the second medical staff to whom the transmission unit has transmitted information and including the member identification information. The transmission unit transmits the attributes of the first medical staff specified by the member identification information included in the designation request acquired by the acquisition unit to the terminal used by the second medical staff designated by the user. The information processing apparatus according to claim 1.

11. The storage unit further stores conversation analysis data obtained by analyzing a medical conversation between the member and the medical staff for each combination of the member and the medical staff. The transmission unit transmits the conversation analysis data corresponding to the first medical worker specified by the member identification information acquired by the acquisition unit and the user to the terminal used by the second medical worker designated by the user. The information processing apparatus according to claim 10.

12. Executed by a computer having a storage unit that stores worker data in which worker identification information for identifying each medical worker and the attributes of the medical worker are associated, and member data in which member identification information for identifying each member of a predetermined service and the worker identification information corresponding to the first medical worker who is the medical worker in charge of the member are associated. The step of acquiring, from the user terminal, the member identification information corresponding to the user who uses the user terminal. The step of referring to the worker data and the member data and selecting, from among the plurality of medical workers, a second medical worker who is different from the first medical worker based on the attributes of the first medical worker specified by the acquired member identification information. The step of transmitting information about the selected second medical worker to the user terminal. An information processing method having:

13. A computer having a storage unit that stores worker data in which worker identification information for identifying each medical worker and the attributes of the medical worker are associated, and member data in which member identification information for identifying each member of a predetermined service and the worker identification information corresponding to the first medical worker who is the medical worker in charge of the member are associated. An acquisition unit that acquires, from the user terminal, the member identification information corresponding to the user who uses the user terminal. A selection unit that refers to the worker data and the member data and selects, from among the plurality of medical workers, a second medical worker who is different from the first medical worker based on the attributes of the first medical worker specified by the member identification information acquired by the acquisition unit, and A transmission unit that transmits information about the second medical worker selected by the selection unit to the user terminal. A program for causing the computer to function as such.

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