Process monitoring, tracking, and management system for integrated health campus and corporate operational services

Abstract

The invention is related to a web-based system that operates based on the Public-Private Partnership (PPP) model, which is a collaboration method between the public and private sectors, implemented for city hospitals. It is designed to be used in city hospitals where the PPP model is applied, considering 19 different services provided by various subcontractors, and the service level agreement (SLA) scenarios defined by the Turkish Ministry of Health for different service levels and the corresponding completion times for service items. The system evaluates whether the service duration of the subcontractor is within the scope of the opened requests by hospital users based on these scenarios. It calculates monthly progress payments and penalty points, manages human resources and inventory, and operates in a web-based framework.

Description

[0001] PROCESS MONITORING, TRACKING, AND MANAGEMENT SYSTEM FOR INTEGRATED HEALTH CAMPUS AND CORPORATE OPERATIONAL SERVICES

[0002] Technical Field

[0003] The system in question pertains to a web-based operation designed for the implementation of Public-Private Partnership (PPP) models in city hospitals, which are collaborative initiatives between the public and private sectors. It involves 19 different services provided at each hospital by various subcontractors, based on distinct service level scenarios and corresponding Service Level Agreements (SLAs) defined by the Turkish Ministry of Health. The system evaluates requests initiated by hospital users, determining whether they fall within the scope of the subcontractor's service period. Additionally, it calculates monthly invoicing and penalty scores, manages human resources and inventory, all while operating within a web-based framework.

[0004] Previous Technology

[0005] Currently, there are 19 different service items that various subcontractors providing services in city hospitals must deliver within the scope of the hospital. Different service levels and service completion times have been defined by the Turkish Ministry of Health for these service items. The operating company of the relevant city hospital is responsible for tracking these.

[0006] These services include:

[0007] • Building and land services,

[0008] • Furnishing services,

[0009] • Grounds and garden maintenance services,

[0010] • Common services management,

[0011] • Extraordinary maintenance and repair services,

[0012] • Imaging services,

[0013] • Laboratory services,

[0014] • Biomedical services, • Sterilization and disinfection services,

[0015] • Rehabilitation services,

[0016] • Cleaning services,

[0017] • Hospital Information Management System (HIMS) application and operation services,

[0018] • Security services,

[0019] • Health Information Management System (HIMS) services,

[0020] • Parking services,

[0021] • Waste management services,

[0022] • Laundry and laundry services,

[0023] • Catering services,

[0024] • Other medical equipment support services.

[0025] Prior to the invention, city hospitals used SLA (Service Level Agreement) software that evaluated whether the service duration of the relevant subcontractor was within the scope of the SLAs, which are the Turkish equivalents of service level agreements, in response to requests opened by users.

[0026] Other software used in the market (OracleSiebel, Windesk) is not specifically developed for the public-private partnership model in city hospitals; therefore, it lacks the capabilities and skills to manage all hospital processes comprehensively.

[0027] Due to the absence of a comprehensive system, main contractor companies operating the hospital cannot exert absolute control over the facility.

[0028] When subcontractors fail to meet the service duration for the services they are obligated to provide, they receive penalty points, which are reflected in invoicing payments. However, invoicing payments and penalty point calculations are manually performed by the hospital's operating company according to the payment calculation formula determined by the Turkish Ministry of Health. Each subcontractor manages its own human resources, inventory management, and tracking. Related Patents

[0029] A technical development related to the topic in the invention is described in Chinese patent document CN109472466A, which focuses on the technical field of performance evaluation, especially a method for quantitatively evaluating the performance of hospital logistics service providers. The performance of hospital logistics service providers is evaluated in multiple dimensions based on different logistic service items, making the performance evaluations scientific and quantitative. However, this document does not mention a system that performs monthly invoicing calculations based on this scoring and performance evaluation. Additionally, it lacks features for managing all hospital processes comprehensively.

[0030] Technical Problems and Technical Solutions

[0031] Due to manual calculations, disputes and uncertainties arise between subcontractor companies and the main contractor company during invoicing periods.

[0032] The operation of products in the market requires high resource needs in terms of database licenses, server licenses, and hardware.

[0033] Developing a platform that allows the specific workflow of city hospitals to be managed centrally and comprehensively from a single point and in every aspect is the solution to the current problem.

[0034] The invention is a unique and pioneering centralized management solution in the market with very low resource requirements, providing management and monitoring of the city hospital in every aspect, including 2500 or more service level agreement scenarios defined by the Turkish Ministry of Health on how to provide 19 mandatory services.

[0035] The invention acts as a bridge between the main contractor company operating the integrated health campus and the Administration (Turkish Ministry of Health). It ensures end-of-period invoicing reconciliation between the Administration and the Operating Company through the Central Help Desk Module, which includes all medical and performance parameters in line with City Hospitals contracts and allows real-time performance tracking.

[0036] The invention is fully integrated with Hospital Information Management System (HIMS) software and automatically generates work orders based on HIMS processes, facilitating the tracking of routine tasks such as periodic maintenance. Service provider companies' field personnel can use Android and IOS platforms to respond to and rectify issues or requests reported through barcode scanning, photo taking, and other mandatory functions.

[0037] Description of The Invention

[0038] The invention is a web-based hospital intra-corporate business service process monitoring, tracking, and management system consisting of modules that complete the time agreement for service item completion made between city hospitals and the private sector by subcontractors, performing the performance tracking, progress payment calculations and arrangements, human resources management, inventory and asset management, maintenance management, real-time location tracking of inventories, and centralized management of the center. Its features include:

[0039] Definitions

[0040] • The Service Requests Module: This module includes information on the effectiveness of incoming service requests, including the requester, location, description, status, remaining response time, remaining resolution time, production date, and incident category. It allows sorting and filtering of service requests on the service request page based on information related to the request. The module operates within the scope of key user authorization, providing access to all opened service request information and allowing for reporting. The helpdesk module operates 24 / 7 and is continuously used by authorized key users (management and company personnel) for the submission of any questions, requests, malfunctions, and complaints related to services. It facilitates the redirection of submitted requests to the relevant services through the system to ensure the resolution of the issue within a specified timeframe,

[0041] • The performance tracking module monitors the response times and completion times of services provided by subcontractors based on the agreed service level agreement,

[0042] • The inventory management module records information such as brand, model, serial number, etc., for all portable or non-portable inventories. It allows the creation of an inventory list, addition of inventories to locations within the organization or responsibility, viewing of inventories in added locations, and the allocation of inventories to registered users through the system. Additionally, it provides an interface for creating a virtual depot, where inventory and related material movements can be viewed, • The human resources module manages the personal information and documents of all employees within the facility. It includes role definitions, authorizations, user-specific assignment and tracking of work orders, separation management, design and printing of user ID cards, and system-based definition, management, and monitoring of employees,

[0043] • The indoor navigation module provides directions to the desired unit within the hospital through maps,

[0044] • The procurement module manages and tracks all other material / equipment purchases related to facility management,

[0045] • The dynamic dictation module records telephone requests automatically, enabling the initiation of service item completion time agreements,

[0046] • The call center module, through phone and internet, records calls in the incoming calls section, including the call record number, requesting personnel ID number, name and surname, searched location, calling internal number, searched helpdesk operator number, and answered call date information. It ensures the flow of all call streams received via a designated phone number within the organization, maintains call records, associates created or uncreated work orders with call records, enables listening to and exporting call recordings for each specific call, and stores information such as notifications and request approvals created through the central helpdesk system application interface for calls received via the internet,

[0047] • User Module: This module includes screens where the personal information of all individuals within the organization can be viewed. It provides an interface where the physical location of individuals within the organization can be visualized. Users can upload and view personal information and documents, and the module allows for the display of assigned work orders, completed work orders, or created work orders. It also enables the viewing of permissions earned and used by individuals, with authorization options for screens accessible to all individuals within the organization under the Facility Management System,

[0048] • Area Module: This module contains an interface where the locations and positions of all individuals within the facility are defined. It automatically detects the locations of service request assignments, web service completion times, and work orders. It provides a list of all areas (spaces) within the organization or under the organization's responsibility. This module also includes an interface through which work order assignments can be made, allowing the visualization of all work orders, whether completed or not, for a specific area,

[0049] • Invoice and Accounting Module: This module involves the creation, management, tracking, and visualization of all invoices generated within the organization. It calculates and lists progress payments and penalty payments. It tracks all received proposals, manages them, and allows the organization to input and subsequently view price quotes received for any specific matter. The module incorporates previously integrated formulations, enabling the automatic calculation and listing of service accounting periods by selecting specific service periods,

[0050] • RFID-Based Product Management Module: This module facilitates RFID-based inventory management for products,

[0051] • Maintenance Module: This module involves the creation, management, and monitoring of scheduled and periodic maintenance for all machinery, equipment, and devices within the organization. It allows the creation of periodic maintenance for inventories, records maintenance dates, and the entry of individuals performing maintenance. It also enables the attachment of maintenance documents to the relevant maintenance plan,

[0052] • Integration Module: This module allows integration with any external third-party systems.

[0053] • Design Module: This module is used to design personnel cards, vehicle entry cards, etc. Users can design and implement card printing processes for individuals using the system. It also allows the design of barcodes (QR and 2D) for inventories, and the designs can be evaluated for use in any field within the system. The module supports the export of designs and physical printing, supporting various file formats such as .pdf, .docx, .html, and .png,

[0054] • Business Intelligence Module: This module involves the analysis and visualization of all data within the system's modules. It allows for the design of screens where visual reporting can be customized according to the information contained in all modules of the facility management system. The design flexibility extends beyond the modules and information within the facility management system, enabling data retrieval and visual reporting from external data sources. The Business Intelligence Module supports the design of visual reports in various formats and configurations, allowing the display of multiple modules or data sets on a single report screen. During the preparation of visual reports, methods such as Treemap, Pie Chart, Distribution, and Bubble Chart, as well as displaying data on a map using real geographical coordinates, can be utilized. The module enables the export of visual data snapshots in real-time, supporting formats such as .pdf, .png, .jpg, .xml, and •gif. Example Application

[0055] The timing is one of the most critical elements in the Service Item Completion Time Agreement. In agreements, tracking the duration will display the intervals for each service level defined in the agreement with the metrics being reported in the system. In case the service cannot be provided, the necessary sanctions (such as penalty points, contract termination, etc.) will be enforced by the system. A sample usage scenario regarding this is explained below.

[0056] Sample usage scenario:

[0057] A patient registration clerk requests the transportation of a patient in a wheelchair for hospital admission. The service response time defined by the Ministry of Health is 10 minutes, and the service resolution time is 15 minutes. In other words, when the relevant service request is opened, the subcontractor company providing the HYRRT (Patient Direction Reception Escort Transportation) service must respond to the service request within 10 minutes and complete the service request within 15 minutes. Otherwise, based on the delayed time, a deduction is made from the subcontractor's monthly progress payment according to the payment calculation formula determined by the Ministry of Health, and a penalty point is given to the subcontractor based on the delayed time. If this penalty point exceeds a certain threshold, the contract with the subcontractor is terminated.

[0058] Objective of the Invention

[0059] The main purpose of the invention is to provide time and resource savings to the operating company by enabling the performance monitoring of subcontractors, progress payment calculations, penalty point calculations and management, human resources management, inventory and asset management, maintenance management, real-time location tracking of inventory, and centralized management from a single location.

[0060] Another purpose of the invention is to facilitate the automatic arrangement of the progress reconciliation between the administration and the operating company according to relevant regulations and directives, eliminating disputes and uncertainties between the parties.

[0061] Yet another purpose of the invention is to enable comprehensive statistical analysis related to the facility and the preparation of detailed reports through embedded business intelligence. This provides the operating company with in-depth analyses related to the management of the facility. Another purpose of the invention is to achieve savings in terms of hardware and licensing costs due to low resource requirements.

[0062] Detailed Description of The Invention

[0063] The invention is developed in accordance with a web-based n-tier architecture using ASP .Net Framework 4.8. It works integratively with various third-party systems, including the Call Center Management System and Personnel Attendance Control System used in integrated health campuses, primarily the Hospital Information Management System (HBYS), through various web service protocols (RESTful services, SOAP).

[0064] Users submit their requests to the Central Help Desk via phone or internet, and the requests transmitted via phone are recorded in the call center module. All incoming inquiries, malfunctions, and complaints are reported as service requests, classified, and incident records are opened. When creating an incident record, it records information such as the requester's name, date and time, location (area), the nature of the service request or incident, requested services, classification (based on priority), service response time, and service correction time. The Help Desk module forwards the requests to the relevant service provider, ensures that the requested service is provided, and facilitates the calculation and reporting of service points and progress payments for the requests.

[0065] Requests submitted to the Central Help Desk via phone are recorded in the call center module under the "Incoming Calls" section. The content of the conversation, the calling user, the calling location, the calling number, the called subscriber, the called number, and date information can be accessed. The voice recordings of received calls can be listened to and exported on a per-call basis. Requests submitted to the Central Help Desk via the internet are recorded in the call center module under the "Service Request" section. Suitable service subjects are determined based on the request description for the creation and transmission of service requests in the service request module. When the incident name is selected, the selected department automatically comes as the attached service, and the relevant service is directed by completing the subject, requester, related location, selected department, and description sections. The relevant information about the request, such as the service request number, incident, requester, location, description, status, related service, responsible person, opening date, actual resolution date, response and correction times, closing description, can be accessed from the created service requests area. The Performance Tracking module monitors the service response time and service completion time provided by subcontractors for the opened service requests. The Service Requests module can access and report all service request information opened within the service request tab under the key user authorization. Additionally, sorting, filtering, and reporting based on request details, status, and time information are available on the service request page.

[0066] The tracking of any request being converted into a work order, the follow-up of work orders that are not completed despite the completion notification and resolution, viewing all emails sent to the designated email address within the organization, satisfaction calls to end-users, assignment of a converted request to a different unit from the assigned unit (a new work order) is carried out through the call center module.

[0067] The User module manages the entry of personal information, the physical location within the organization, assigned work orders for all individuals within the organization, earned and used permissions. The location module, where the list of all areas within the organization or within the organization's responsibility and telephone information are entered, displays all work orders performed physically in a location, whether completed or not, when assigning a work order, indicating where the work will be physically done.

[0068] The Accounting module, in conjunction with the invoicing module where invoice entry is made, creates a list view by entering all income, expense invoices, and any price quotes received for the organization. The procurement module is used for other material / equipment purchases related to facility management. It allows management and tracking. With the formulation integrated into the system, service accounting periods are selected, and the automatic calculation and display of progress payments are ensured.

[0069] All portable or immovable products within the organization or under its responsibility, including brand, model, and serial numbers, are recorded in the inventory management module. They are added to responsible locations, indicating which inventory can be viewed in the added locations. Inventories are assigned to registered users in the system, virtual depots are created, and movements are tracked. The Products module is used for inventory management and stock management.

[0070] Through the Maintenance module, periodic maintenance of inventories is carried out, and dates, relevant personnel, and documents are added to the maintenance plan. The Business Intelligence (BI) module allows for visual reporting of information from all modules within the facility management system or external data sources. Multiple modules and data can be displayed on a single screen. When preparing visual reports, the method of showing data on the map with real geographic coordinates is used, and visual data snapshots can be exported in different formats. Designs for personnel cards, vehicle entry cards, and Barcode (QR and 2D) designs for inventories are created in the design module, and the printing process is carried out by exporting designs from the system and taking output from a physical printer.

[0071] The Human Resources module manages the personnel information and documents of all employees within the facility, role definitions, authorizations, user-specific assigned and created work order tracking, departure management, user ID card design and printing, definition through the system, management, and monitoring.

[0072] Access is provided through a mobile application (IOS and Android) that connects to the system via the web using phones and tablets. The navigation module directs users to the desired location within the hospital using maps. Additionally, integration with any third-party external system can be achieved through the integration module.

Claims

CLAIMS1. The invention, a web-based hospital corporate business services process monitoring, tracking, and management system consisting of modules that facilitate the performance tracking, payment certifications, penalty calculation and arrangements, human resources management, inventory and asset management, maintenance management, real-time location tracking of inventories, and centralized management from a single location for subcontractors, based on the service completion time agreement made between city hospitals and the private sector, involving 19 services. The key features include:The Service Requests Module: This module includes information on the effectiveness of incoming service requests, including the requester, location, description, status, remaining response time, remaining resolution time, production date, and incident category. It allows sorting and filtering of service requests on the service request page based on information related to the request. The module operates within the scope of key user authorization, providing access to all opened service request information and allowing for reporting. The helpdesk module operates 24 / 7 and is continuously used by authorized key users (management and company personnel) for the submission of any questions, requests, malfunctions, and complaints related to services. It facilitates the redirection of submitted requests to the relevant services through the system to ensure the resolution of the issue within a specified timeframe,The performance tracking module monitors the response times and completion times of services provided by subcontractors based on the agreed service level agreement, The inventory management module records information such as brand, model, serial number, etc., for all portable or non-portable inventories. It allows the creation of an inventory list, addition of inventories to locations within the organization or responsibility, viewing of inventories in added locations, and the allocation of inventories to registered users through the system. Additionally, it provides an interface for creating a virtual depot, where inventory and related material movements can be viewed,The human resources module manages the personal information and documents of all employees within the facility. It includes role definitions, authorizations, user-specific assignment and tracking of work orders, separation management, design and printing of user ID cards, and system-based definition, management, and monitoring of employees,11SUBSTITUTE SHEET (RULE 26)The indoor navigation module provides directions to the desired unit within the hospital through maps,The procurement module manages and tracks all other material / equipment purchases related to facility management,The dynamic dictation module records telephone requests automatically, enabling the initiation of service item completion time agreements,The call center module, through phone and internet, records calls in the incoming calls section, including the call record number, requesting personnel ID number, name and surname, searched location, calling internal number, searched helpdesk operator number, and answered call date information. It ensures the flow of all call streams received via a designated phone number within the organization, maintains call records, associates created or uncreated work orders with call records, enables listening to and exporting call recordings for each specific call, and stores information such as notifications and request approvals created through the central helpdesk system application interface for calls received via the internet,- User Module: This module includes screens where the personal information of all individuals within the organization can be viewed. It provides an interface where the physical location of individuals within the organization can be visualized. Users can upload and view personal information and documents, and the module allows for the display of assigned work orders, completed work orders, or created work orders. It also enables the viewing of permissions earned and used by individuals, with authorization options for screens accessible to all individuals within the organization under the Facility Management System,Area Module: This module contains an interface where the locations and positions of all individuals within the facility are defined. It automatically detects the locations of service request assignments, web service completion times, and work orders. It provides a list of all areas (spaces) within the organization or under the organization's responsibility. This module also includes an interface through which work order assignments can be made, allowing the visualization of all work orders, whether completed or not, for a specific area,Invoice and Accounting Module: This module involves the creation, management, tracking, and visualization of all invoices generated within the organization. It calculates and lists progress payments and penalty payments. It tracks all received proposals, manages them, and allows the organization to input and subsequently viewprice quotes received for any specific matter. The module incorporates previously integrated formulations, enabling the automatic calculation and listing of service accounting periods by selecting specific service periods,- RFID-Based Product Management Module: This module facilitates RFID-based inventory management for products,- Maintenance Module: This module involves the creation, management, and monitoring of scheduled and periodic maintenance for all machinery, equipment, and devices within the organization. It allows the creation of periodic maintenance for inventories, records maintenance dates, and the entry of individuals performing maintenance. It also enables the attachment of maintenance documents to the relevant maintenance plan, Integration Module: This module allows integration with any external third-party systems.- Design Module: This module is used to design personnel cards, vehicle entry cards, etc. Users can design and implement card printing processes for individuals using the system. It also allows the design of barcodes (QR and 2D) for inventories, and the designs can be evaluated for use in any field within the system. The module supports the export of designs and physical printing, supporting various file formats such as .pdf, .docx, .html, and .png, the system includes these and,- Business Intelligence Module: This module involves the analysis and visualization of all data within the system's modules. It allows for the design of screens where visual reporting can be customized according to the information contained in all modules of the facility management system. The design flexibility extends beyond the modules and information within the facility management system, enabling data retrieval and visual reporting from external data sources. The Business Intelligence Module supports the design of visual reports in various formats and configurations, allowing the display of multiple modules or data sets on a single report screen. During the preparation of visual reports, methods such as Treemap, Pie Chart, Distribution, and Bubble Chart, as well as displaying data on a map using real geographical coordinates, can be utilized. The module enables the export of visual data snapshots in real-time, supporting formats such as pdf, png, jpg, xml, and gif. and is characterized by this module and its features.