Consultation and support methods

Abstract

We provide consultation and support methods that can assist in effective self-medication. [Solution] A consultation support method for a person taking medication, comprising the steps of: connecting a consultation support device 50 to a consultation terminal 20 held by a person seeking consultation and a responder terminal 30 held by a responder who is registered in a storage device as having a predetermined understanding of self-medication, via a telecommunications line; causing the consultation terminal 20 to output pre-set questions concerning the person seeking consultation and the person taking medication; causing the responder terminal 30 to output answers to the questions input from the consultation terminal 20; conducting a consultation via real-time communication between the consultation terminal 20 and the responder terminal 30 after the output to the responder terminal 30; and storing the answers and the data of the real-time communication in a storage device.

Description

Technical Field

[0001] The present invention relates to a consultation support method for self-medication.

Background Art

[0002] In recent years, with the increasing health awareness, the importance of self-medication using over-the-counter (OTC) drugs, health supplements, foods for specified health uses, etc. has been growing. Self-medication is defined by the World Health Organization (WHO) and others as "managing one's own health based on one's own judgment while obtaining advice from experts."

[0003] Conventionally, there has been known a service provided by a website or an application used on a smartphone, which allows a person seeking consultation to input predetermined information in the form of a questionnaire or a checklist, and proposes products such as supplements based on the input information. As a patent document related to such a service, Patent Document 1 for an apparatus that proposes candidates for drugs suitable for an individual based on information such as symptoms, drugs being taken, and parts of discomfort input from an input unit is disclosed. Conventionally, online medical consultations by doctors and the like have also been carried out.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, the services mentioned above do not involve highly skilled professionals and are largely merely product recommendation services. Therefore, it is difficult to say that using these services enables true self-medication. Furthermore, online medical consultations are technically nothing more than simple communication between the consultant and a doctor, and their primary purpose is to guide users to direct medical consultations, not to promote self-medication.

[0006] This invention was made in view of these circumstances, and aims to provide a consultation and support method that can support effective self-medication with the intervention of experts. [Means for solving the problem]

[0007] The present invention includes embodiments shown below.

[0008] [1] A consultation support device comprising a server having or connected to a storage device, which enables consultation between multiple terminals using a telecommunications line, wherein a consultation terminal held by a consultation person and a response terminal held by a response person registered in the storage device as having a predetermined understanding of self-medication are each connected to the consultation support device via the telecommunications line, the steps being to cause the consultation terminal to output pre-set questions concerning at least the person to be prescribed medication, the steps being to cause the response terminal to output the answer to the question input from the consultation terminal, the steps being to enable consultation via real-time communication between the consultation terminal and the response terminal after the output to the response terminal, and the data of the answer and the real-time communication As consultation data The step of storing in the memory device is included. Furthermore, a person who has received training using the aforementioned consultation data is certified as a person who can become the aforementioned responder and is registered in the aforementioned storage device. A method of providing consultation and support for self-medication for the aforementioned individuals receiving medication.

[0009] [2] The consultation support method described in [1], wherein the questions to be output to the consultation terminal include whether the consultation and the person receiving medication are the same or not, the home country of the consultation or the person receiving medication, the current location of the consultation or the person receiving medication, the occupation of the person receiving medication, whether the consultation is before or after the purchase of the medicine, the symptoms of the person receiving medication, the chronic illness of the person receiving medication, and the medicines that the person receiving medication is taking.

[0010] [3] The consultation support method according to [1] or [2], wherein a plurality of certified experts who have been recognized as being able to act as responders are registered in the storage device, and information about each of the certified experts, including at least their area of ​​expertise and conditions under which they can act, is stored, and the consultation support device selects a suitable person from among the plurality of certified experts as a responder based on the answers to the questions and the information about each of the certified experts, and outputs the answers to the questions to the responder terminal of the selected responder.

[0011] [4] The consultation support method according to any one of [1] to [3], wherein the responding terminals include a first responding terminal located in a first country and a second responding terminal located in a second country different from the first country, both of which are connected to the consultation support device, and one of the first country and the second country is the country where the person seeking consultation is currently located. [Effects of the Invention]

[0012] According to the consultation support method of this embodiment, it is possible to support effective self-medication with the intervention of a specialist. [Brief explanation of the drawing]

[0013] [Figure 1] A diagram showing the configuration of the system in this embodiment. [Figure 2] A flowchart of the consultation support methods implemented by the consultation support device. [Figure 3] A table summarizing template questions and how to answer each question. [Figure 4] A diagram illustrating the system configuration when multiple people participate in a consultation. [Figure 5] A diagram illustrating the system configuration for consultations that take place across national borders. [Modes for carrying out the invention]

[0014] Embodiments will be described based on the drawings. Note that the embodiments described below are merely examples, and the scope of the present invention is not limited thereto. Various modifications can be made to the embodiments described below without departing from the spirit of the present invention, and these modified forms are also included within the scope of the present invention.

[0015] This embodiment relates to a method by which a person seeking advice about medication due to health problems or other reasons can consult with a designated person who has a certain level of understanding of pharmaceuticals and self-medication. The system used in this embodiment includes a server 10, a client terminal 20 owned by the client, and a client terminal 30 owned by the client, as shown in Figure 1.

[0016] Server 10 is a computer configured with a processor 11, RAM (Random Access Memory) 12, storage 13, communication interface 14, database 15, etc., connected to a bus 16.

[0017] The server 10's storage 13 stores a program for executing the method of this embodiment. The processor 11 reads the program from the storage 13 and executes it on the RAM 12, thereby allowing the server 10 to function as a consultation support device 50 for executing the method of this embodiment. The server 10's communication interface 14 is connected to a network 40, which is a telecommunications line.

[0018] The client terminal 20 is a computer with a configuration in which a processor 21, RAM (Random Access Memory) 22, storage 23, communication interface 24, input device 27, output device 28, etc., are connected to a bus 26. Specific examples include smartphones, tablet devices, and personal computers.

[0019] In the storage 23 of the counselor terminal 20, a program for executing the processing on the counselor terminal 20 side in the method of this embodiment is stored. By the processor 21 reading out the program from the storage 23 and executing it on the RAM 22, the counselor terminal 20 functions as a device for executing inputs from the counselor in this embodiment, outputs to the counselor, and other processing on the counselor side.

[0020] In the counselor terminal 20, the input device 27 is a device that receives inputs from the counselor, such as a touch panel, a microphone, a camera, etc. Operations such as input in the counselor terminal 20 are performed by this input device 27. Also, the output device 28 is a device that outputs information, etc. to the counselor, such as a display and a speaker. Output to the counselor terminal 20 is output to this output device 28.

[0021] The communication interface 24 of the counselor terminal 20 is connected to a network 40 which is a telecommunication line. The communication interface 24 of the counselor terminal 20 and the communication interface 14 of the server 10 exchange information, etc. with each other via the network 40.

[0022] The respondent terminal 30 is also a computer configured such that a processor 31, a RAM (Random Access Memory) 32, a storage 33, a communication interface 34, an input device 37, an output device 38, etc. are connected to a bus 36, and specific examples include smartphones, tablet terminals, personal computers, etc.

[0023] In the storage 33 of the respondent terminal 30, a program for executing the processing on the respondent terminal 30 side in the method of this embodiment is stored. By the processor 31 reading out the program from the storage 33 and executing it on the RAM 32, the respondent terminal 30 functions as a device for executing inputs from the respondent in this embodiment, outputs to the respondent, and other processing on the respondent side.

[0024] Furthermore, the programs stored in the storage devices 23 and 33 of the client terminal 20 and the responder terminal 30 are installed on the client terminal 20 to construct a dedicated application (app) for implementing the method of this embodiment. In addition, the method of this embodiment can also be implemented using a mini-app, in which case a program for constructing the super-app that serves as the foundation for the mini-app is stored in the storage devices 23 and 33.

[0025] In the responder terminal 30, the input device 37 is a device that receives input from the responder, such as a touch panel, microphone, or camera. Input and other operations on the responder terminal 30 are performed by this input device 37. The output device 38 is a device that outputs information to the responder, such as a display or speaker. Output to the responder terminal 30 is output to this output device 38.

[0026] The communication interface 34 of the responder terminal 30 is connected to the network 40, which is a telecommunications line. The communication interface 34 of the responder terminal 30 and the communication interface 14 of the server 10 exchange information with each other via the network 40.

[0027] In this embodiment, only certified specialists who have been recognized as having a certain level of understanding of pharmaceuticals and self-medication will be able to respond. To this end, candidates for certified specialist status will receive education through training, and only candidates who meet the conditions, such as completing the prescribed training, will be certified as specialists who can actually respond to consultations. When a consultation is received from a client, the person who will respond will be selected from among the certified specialists. The certification as a certified specialist has an expiration date, and the certification will be renewed if the prescribed conditions are met before the expiration date.

[0028] These expert candidates and certified experts are managed in a storage device called database 15. Database 15 contains the names of expert candidates and certified experts, as well as information about each expert candidate and certified expert. The information about expert candidates and certified experts includes qualifications held, training history, certification status as a certified expert, area of ​​expertise, conditions under which they can provide services, and satisfaction ratings from clients.

[0029] Here, the qualifications held include those of a pharmacist, registered salesperson, doctor, and nurse. While a pharmacist is preferable for this embodiment, other individuals may also be involved.

[0030] Furthermore, the training is designed to help individuals acquire and improve their skills as counselors so that they can provide effective advice to clients during self-medication consultations using online counseling. The training content is diverse and includes various topics such as points to note specific to online counseling, learning using case studies, differences in systems between countries, methods for handling multiple languages ​​and cultures, and points to note regarding triage. This training content is systematized and standardized. Such training is conducted or managed by the business operator implementing the method of this embodiment. By ensuring that only certified professionals who have undergone such training handle consultations, the quality of consultations is guaranteed, and the way consultations are handled and the content of advice given are less likely to be dependent on individual expertise. The training attendance history refers to the history of attending such training.

[0031] Furthermore, the certification status of a certified professional refers to whether or not they are currently certified as a certified professional. Certified professionals include those who were certified for the first time and those whose certification has been renewed.

[0032] Furthermore, the conditions for service availability include the available time slots, languages, and regions (especially countries) where service is available. A region (country) where service is available refers to a region (country) where the prospective or certified expert is familiar with the pharmaceutical situation and customs.

[0033] Furthermore, the client satisfaction rating refers to the satisfaction level given by clients to the person who provided the consultation. The client satisfaction rating will be explained later.

[0034] Furthermore, database 15 registers individuals who may become consultants in the event of physical ailments, that is, individuals who can consult using the method of this embodiment, as members. In other words, membership registration is required to consult using the method of this embodiment. Database 15 registers the names, genders, dates of birth, occupations, etc., of the members.

[0035] Furthermore, database 15 records consultation data, which is data from consultations conducted using the method of this embodiment. This will be described later.

[0036] Furthermore, information regarding expert candidates and certified experts, member information, and consultation data may be registered in a storage device such as the database 15 on server 10, or in a storage device connected to server 10. In addition, information regarding expert candidates, member information, and consultation data may be registered in the same storage device, or in different storage devices.

[0037] Next, the consultation support method implemented by the consultation support device 50, which is implemented by the server 10 as described above, will be explained. The consultation support device 50 recognizes when the person seeking consultation operates the person seeking consultation terminal 20, and when the person providing assistance operates terminal 37 of the person providing assistance terminal 30, and performs the necessary processing. The necessary processing includes outputting to the person seeking consultation terminal 20 and outputting to the person providing assistance terminal 30.

[0038] First, when a registered user opens the application on the user terminal 20 and performs the required operations such as logging in, the initial screen is displayed on the user terminal 20. The initial screen displays icons for settings, payment, and consultation. The settings icon is for transitioning to a screen where the user can edit their member information. The payment icon transitions the user to a screen displaying their usage plan if they have already made a payment, or to the payment screen if they have not yet made a payment. The consultation icon is for the user to start a consultation.

[0039] When the user selects a consultation icon (for example, by tapping if the user's terminal 20 is a smartphone, or by clicking if the user's terminal 20 is a personal computer), the consultation support device 50 confirms that the user has already made a payment and then begins the consultation process. If the user has not yet made a payment, the device displays a message prompting them to make a payment and a link to the payment screen on the user's terminal 20.

[0040] When the consultation process begins, the consultation support device 50 first outputs pre-set questions about the person seeking advice and the person receiving medication to the person seeking advice (S1 in Figure 2). These pre-set questions output at this time are called "template questions."

[0041] The template questions include whether the person seeking advice matches or does not match the person taking the medication, the country of origin of the person seeking advice or the person taking the medication, the current location of the person seeking advice or the person taking the medication, the occupation of the person taking the medication, whether the consultation is before or after purchasing the medication, the symptoms of the person taking the medication, the pre-existing medical conditions of the person taking the medication, and the medications the person taking the medication is currently taking.

[0042] Here, "home country" refers to at least one of the following: country of origin, country of residence, country of nationality, country where one's native language is an official language, etc. Therefore, in the template question, "home country" may be rephrased as "country of origin," "country of residence," "country of nationality," "country where one's native language is an official language," etc. Also, "current location" may be limited to the country where the person is currently located. Furthermore, "medications being taken" includes not only medications taken for a short period due to reasons such as a cold, but also medications that the person has been taking regularly for a long period. Therefore, "medications being taken" may be rephrased as "medications currently being taken," "medications regularly taken," etc.

[0043] The reason for asking whether the person seeking advice matches the person who will be taking the medication is that the person seeking advice may be planning to take the medication themselves, or they may be planning to have a family member or friend take it for them. While the template questions are generally about the person who will be taking the medication, if the person seeking advice and the person who will be taking the medication are not the same person, questions about the person seeking advice may be included as part of the template questions.

[0044] Furthermore, the reason for asking about the occupation of the person taking the medication is that there may be precautions regarding medication depending on the occupation. Also, the reason for asking whether the consultation is before or after purchasing the medication is that the person seeking advice may be asking about pre-purchase medications, such as which medication to buy, or post-purchase medications, such as how to use them.

[0045] Template questions only need to essentially ask about the above-mentioned topics, and the specific wording can be set as appropriate. Figure 3 shows specific examples of template questions and how to answer each of them. These template questions may be stored in an updatable format in a storage device such as database 15, or they may be incorporated into a program to be automatically output when the consultation process begins.

[0046] These template questions are output one at a time to the client terminal 20, and each time a template question is output, the client operates the client terminal 20 to answer. In other words, the template questions and answers are conducted in a question-and-answer format, with the output of template questions to the client terminal 20 and the input of answers from the client terminal 20 occurring alternately. The output of template questions on the client terminal 20 is performed by displaying them on the display device 28, and the answers to these template questions are performed by inputting into input fields or checkboxes that are displayed simultaneously with the template questions. However, the template questions and answers may also be performed by voice or other means.

[0047] Alternatively, the consultation support device 50 may display multiple template questions on the client terminal 20 at once, the client may input their answers to these template questions on the client terminal 20, and after the client has entered all of their answers, the information may be sent to the consultation support device 50.

[0048] The answers entered from the client terminal 20 are sent to the consultation support device 50, either one by one or all at once. Once the consultation support device 50 has received answers to all the template questions (S2 in Figure 2), it selects the most suitable person from among the certified experts registered in the database 15 as the respondent based on the answers obtained (S3 in Figure 2).

[0049] One specific method for selecting a respondent is for the consultation support device 50 to select a respondent by matching the answers to template questions with the information of each of the many certified professionals registered in the database 15 using a proprietary algorithm. Another method is for an AI built into the consultation support device 50 or an AI connected to the consultation support device 50 to select a respondent using a proprietary algorithm based on the answers obtained and the accumulated past consultation data.

[0050] Another method is to select a responder based on the caller's current location (country). In this case, a certified professional whose country of residence is within the scope of the caller's current location (country) is selected. In addition, the consultation support device 50 may automatically acquire the location information of the caller's terminal 20, separate from the answers to the template questions, and select a certified professional who can handle consultations in the country or region indicated by that location information as the responder. Another method is to select a responder based on the caller's home country.

[0051] Another approach, when multiple suitable certified professionals exist, is to prioritize selecting the one with the highest client satisfaction rate.

[0052] When the consultation support device 50 selects a responder in this manner, it outputs a notification that a consultation has been received, along with the answer obtained in step S2 above, to the responder's terminal 30 (S4 in Figure 2). When the responder, having received the notification and confirmed their answer to the template question, performs a predetermined operation on their terminal 30, the consultation support device 50, having received the operation, enables real-time communication between the consultation terminal 20 and the responder's terminal 30 (S5 in Figure 2). This initiates a real-time consultation between the consultationer and the responder. The real-time consultation may be conducted using only audio, or using both audio and video.

[0053] In real-time consultations, the caller provides the responder with information about the current symptoms of the person taking the medication (or the caller themselves, if they are the person taking the medication). After reviewing the answers to template questions and gathering the necessary information, the responder informs the caller of the medication to be purchased, where to purchase it, and how to use it. Depending on the situation, the responder may instruct the caller to see a doctor. Depending on the situation, the responder may also inform the caller that purchasing medication is not necessary.

[0054] When the responder determines that it is appropriate to end the consultation via real-time communication, they perform a consultation termination operation on the responder terminal 30. The consultation termination operation is performed manually by the responder, for example, by tapping or clicking an icon displayed on the output device 38, which is a display. When the consultation support device 50 detects the consultation termination operation (S6 in Figure 2), it terminates the real-time communication between the client terminal 20 and the responder terminal 30 (S7 in Figure 2). Simultaneously with or after the termination of real-time communication, the consultation support device 50 outputs a notification to the client terminal 20 requesting the client to rate their satisfaction with the consultation (S8 in Figure 2). This notification may be made using the notification function within the application, or by means of communication such as email. When the client operates the client terminal 20 to input their satisfaction rating, and the consultation support device 50 receives this input (S9 in Figure 2), the entire consultation process is completed.

[0055] The responses to each template question, the content of the consultation via real-time communication, the person handling the consultation, and the satisfaction rating from the person providing the consultation are all stored together as a single set of consultation data in database 15. While it is preferable that the content of the consultation via real-time communication be stored as text, it may also be stored as raw data such as audio. Furthermore, it is preferable to anonymize the information about the person providing the consultation before storing it.

[0056] The consultation support device 50 stores data in the database 15 in real time while the consultation is being conducted, including responses to template questions and consultations conducted via real-time communication. However, the responder may download the consultation data to the responder terminal 30 by performing a predetermined operation on the responder terminal 30 after the consultation is completed, and then transmit that consultation data to the consultation support device 50 for storage in the database 15. Alternatively, the responder may perform a data saving operation on the responder terminal 30 after the entire consultation process is completed, and the consultation support device 50, upon recognizing this operation, may store the consultation data in the database 15. Furthermore, the consultation support device 50 may store the consultation data when it detects some signal indicating the completion of the entire consultation process, such as a consultation completion operation signal on the responder terminal 30.

[0057] It is desirable that the consultation data be organized and stored in database 15. Methods of organization include, for example, classifying the data by the characteristics of the person seeking consultation (e.g., country of origin, current location, symptoms, age, etc.) or by the person providing the consultation. The organization may be performed automatically by the consultation support device 50.

[0058] The consultation data stored in database 15 is used for the education of expert candidates and certified experts. For example, the learning of consultation cases is incorporated into the educational program for training expert candidates to become certified experts, and the consultation data stored in database 15 is used as these consultation cases. In this case, the consultation support device 50 may automatically extract consultation data with high satisfaction ratings from the numerous consultation data, and use the extracted consultation data for learning. Such learning can also be used for the renewal of certified expert certification.

[0059] Furthermore, teaching materials and certification exam questions may be created based on the consultation data stored in database 15. The teaching materials and certification exam questions based on the consultation data may be automatically created by the consultation support device 50 or another computer.

[0060] Furthermore, the consultation data stored in database 15 can be used to determine whether each certified professional's certification needs to be renewed, and to review the conditions under which each certified professional can provide services.

[0061] Furthermore, the consultation data stored in database 15 can reveal the number of consultations handled and satisfaction ratings for each certified professional. Therefore, it is conceivable to categorize certified professionals into different levels based on the number of consultations handled and satisfaction ratings. It is also conceivable to create a system to promote certified professionals who have increased their number of consultations or received high satisfaction ratings. With such a system in place, when a client submits a consultation request and a professional is selected, it would be possible to prioritize the selection of a high-level certified professional.

[0062] Furthermore, trends in consultations can be identified from the consultation data stored in database 15. Trends in consultations include, for example, the types of consultations most frequently received by people of a particular age group.

[0063] In this way, each time a consultation is received from a client, the consultation data is stored in database 15. By using the consultation data accumulated in this way to conduct training and other activities, the quality of certified professionals is improved. This, in turn, improves the quality of subsequent consultations. Thus, by utilizing consultation data, a positive cycle is created in which the quality of consultation responses is improved.

[0064] By the way, depending on the nature of the consultation, it may be desirable to have multiple people handle the consultation. This section explains how to handle such consultations.

[0065] First, assume that a consultation is being conducted via real-time communication between the consultant and the first responder. At this time, the consultant's terminal 20 and the first responder's terminal 30a (see Figure 4) are each connected to the server 10 via the network 40. If it becomes necessary to have a second responder participate in the consultation during this real-time communication consultation, the second responder is allowed to participate in the real-time communication consultation by taking predetermined measures. As a result, as shown in Figure 4, the consultant's terminal 20, the first responder's terminal 30a, and the second responder's terminal 30b are each connected to the server 10 via the network 40, enabling a real-time communication consultation between the consultant, the first responder, and the second responder.

[0066] The specific details of the prescribed measures for allowing a second responder to participate in a real-time consultation are not limited. For example, when the first responder performs a prescribed operation on the first responder terminal 30a, a notification inviting the second responder terminal 30b to the consultation is sent, either directly or via the server 10. The notification may be made by the notification function within the application or by a means of communication such as email. Based on that notification, when the second responder performs a prescribed operation on the second responder terminal 30b, the second responder terminal 30b is connected to the server 10, as shown in Figure 4, and the second responder can participate in a real-time consultation.

[0067] The method for selecting the second responder is not limited. For example, the first responder, or a system administrator notified by the first responder, may designate the second responder from among the certified experts. Alternatively, the first responder, or a system administrator notified by the first responder, may input suitable criteria for the second responder via a terminal. The consultation support device 50 may then use its own algorithm to match these input criteria with the information of each of the many certified experts registered in the database 15 to select the second responder.

[0068] As a more specific example, there are cases where a person whose current location is not their home country, such as a foreigner residing in Japan or traveling to Japan (i.e., a person whose home country is not Japan), or a Japanese person residing abroad (i.e., a country other than Japan) or traveling abroad, consults with a representative in their home country. In this case, if the consultant's home country is Country 1 and the consultant's current location is Country 2, as shown in Figure 5(a), the consultant's terminal 20 in Country 2 and the first representative's terminal 30a in Country 1 are connected to the server 10, and a real-time consultation is conducted between the consultant in Country 2 and the first representative in Country 1.

[0069] Furthermore, the first responder will be designated as the country where the first responder can provide support, and this will be stored in database 15. Also, server 10 (consultation support device 50) may be located in any country.

[0070] The problem in this consultation is that pharmaceutical conditions and customs differ from country to country. For example, even for pharmaceuticals with the same active ingredient, the brand name at the time of sale may differ, the amount of the prescribed ingredient in each tablet may differ, the method of selling pharmaceuticals may differ, the places where pharmaceuticals can be purchased may differ, and the customs for storing pharmaceuticals may differ. Furthermore, generally, the first responder in the first country does not consider the second country where the consultant is located as a country they can handle, and is not familiar with the pharmaceutical conditions and customs of the second country. Therefore, it is desirable to consider the second country as a country they can handle, and for another certified expert familiar with the pharmaceutical conditions and customs of the second country to participate in the consultation via real-time communication.

[0071] Therefore, using the method described above, as shown in Figure 5(b), the second responder terminal 30b located in the second country is connected to the server 10, and the second responder in the second country participates in the real-time communication consultation between the consultant and the first responder. The second responder, who has designated the second country as a country where support is available, then provides appropriate advice to the consultant in the second country.

[0072] Initially, a consultation takes place between the person seeking advice and the person in their current location (the second country mentioned above), and the person in their home country (the first country mentioned above) may join later. In this form, the person seeking advice can consult with representatives in two different countries simultaneously, and it is desirable that at least one of these representatives is either from the person in their home country (i.e., a representative who can assist in the person's home country) or from the person in their current location (i.e., a representative who can assist in the person's current location).

[0073] Furthermore, two support staff members may participate in the consultation from the beginning, whether through template questions or real-time communication. Additionally, three or more support staff members may participate in the consultation, or two or more clients may participate.

[0074] As described above, the consultation support method of this embodiment is a method in which a consultation terminal 20 held by the consultation person and a response terminal 30 held by the response person are each connected to a consultation support device 50 via a telecommunications line, and consultation is conducted between the consultation terminal 20 and the response terminal 30. In this consultation support method, the response person who handles the consultation is a certified specialist registered in the database 15 as having a predetermined understanding of self-medication, so the quality of the consultation is guaranteed.

[0075] Furthermore, the system performs steps such as outputting pre-set template questions about the person seeking advice and the person receiving medication to the person seeking advice terminal 20, and outputting the answers to the template questions entered from the person seeking advice terminal 20 to the respondent terminal 30. Subsequently, a consultation takes place via real-time communication between the person seeking advice terminal 20 and the respondent terminal 30. As a result, the respondent can respond to the consultation via real-time communication after acquiring knowledge about the person seeking advice and the person receiving medication, thereby enabling them to provide effective advice. In addition, based on the answers to the template questions entered from the person seeking advice terminal 20, a certified specialist suitable for the consultation can be selected as the respondent.

[0076] Furthermore, since the answers to template questions and real-time communication data are stored in a storage device such as database 15, this data can be used for various purposes. For example, by using the data for training certified professionals, the quality of certified professionals can be improved. Improved quality of certified professionals will further enhance the quality of consultation services.

[0077] Based on these findings, the consultation support method of this embodiment can support effective self-medication with the intervention of a specialist.

[0078] The above embodiments can be modified, for example, as follows:

[0079] The division of roles between the consultation support device 50 and the various terminals may be partially modified. For example, some of the actions described as being performed by the consultation support device 50 in the above embodiment may be performed by terminals or other computers. More specifically, the output of template questions to the client terminal 20, the detection of the consultation termination operation performed by the support staff terminal 30, and the output of a satisfaction evaluation request to the client terminal 20 may be performed by control within each terminal 20 and 30.

[0080] Furthermore, some of the actions described as being performed by Server 10 in the above embodiment may be performed by other computers connected to Server 10 (for example, other servers). In that case, Server 10 and the other computer connected to it shall constitute the consultation support device 50.

[0081] Furthermore, some or all of the information described as being stored and registered in the database 15 in the above embodiment may also be stored in other storage devices owned by or connected to the consultation support device 50. [Explanation of symbols]

[0082] 10…Server, 11…Processor, 12…RAM, 13…Storage, 14…Communication interface, 15…Database, 16…Bus, 20…Consultant terminal, 21…Processor, 22…RAM, 23…Storage, 24…Communication interface, 26…Bus, 27…Input device, 28…Output device, 30…Supporter terminal, 30a…First supporter terminal, 30b…Second supporter terminal, 31…Processor, 32…RAM, 33…Storage, 34…Communication interface, 36…Bus, 37…Input device, 38…Output device, 40…Network, 50…Consultation support device

Claims

1. A consultation support device comprising a server having or connected to a storage device, provides a consultation support method that uses a telecommunications line to enable consultations between multiple terminals, The consultation support device is connected via the telecommunications line to a consultation terminal held by the person seeking consultation and to a response terminal held by a response person who is registered in the storage device as having a predetermined understanding of self-medication. The steps include: causing the aforementioned consultation terminal to output pre-set questions concerning at least the person to be prescribed medication; The steps include: causing the responder's terminal to output the answer to the question entered from the client's terminal; The steps include: after the output to the responder's terminal, conducting a consultation via real-time communication between the client's terminal and the responder's terminal; The steps include storing the aforementioned response and the data from the real-time communication as consultation data in the storage device, Includes, Those who have received training using the aforementioned consultation data are certified as individuals who can become the aforementioned responders and are registered in the aforementioned storage device. A method of providing consultation and support for self-medication for the aforementioned individuals receiving medication.

2. The consultation support method according to claim 1, wherein the questions to be output to the consultation terminal include whether the consultation person and the person receiving medication are the same or not, the home country of the consultation person or the person receiving medication, the current location of the consultation person or the person receiving medication, the occupation of the person receiving medication, whether the consultation is before or after the purchase of the medicine, the symptoms of the person receiving medication, the chronic illness of the person receiving medication, and the medicine that the person receiving medication is taking.

3. Multiple certified experts who have been identified as potential responders are registered in the aforementioned storage device, and information about each of the aforementioned certified experts, including at least their area of ​​expertise and the conditions under which they can respond, is stored. The consultation support device selects a suitable person from among the multiple certified experts as a respondent based on the answers to the questions and the information relating to each of the certified experts, and outputs the answers to the questions to the respondent's terminal. The consultation support method according to claim 1 or 2.

4. As the aforementioned responder terminals, a first responder terminal located in country 1 and a second responder terminal located in country 2, which is different from country 1, are each connected to the consultation support device. One of the first country and the second country is the country where the person seeking advice is currently located. The consultation support method according to claim 1 or 2.

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