Monitoring call center system, monitoring method, and program

Abstract

A monitoring call center system 1 comprises a center device 10 and a local device 20 installed in each of a plurality of facilities E for a plurality of persons to be monitored U. The center device 10 comprises a first notification unit 13. The first notification unit 13 performs notification based on person-to-be-monitored information D10 specifying at least one of an intention and a health condition of the persons to be monitored U related to the plurality of facilities E. The local device 20 comprises a second notification unit 23. The second notification unit 23 performs notification based on the person-to-be-monitored information D10 about the person to be monitored U related to a specific facility E in which the local device 20 is installed.

Description

Monitoring Call Center System, Monitoring Method, and Program

[0001] The present disclosure relates to a monitoring call center system, a monitoring method, and a program.

[0002] A system that receives nurse calls from users or patients in a living room in care facilities, hospitals, homes, etc. is known (see, for example, Patent Document 1).

[0003] In the configuration described in Patent Document 1, as described in paragraphs 0097 to 0098, a sensor device is installed for each of a plurality of monitored persons (users or patients). Then, when an abnormality or the like of the monitored person is detected by the sensor device, a certain nurse is determined as the first priority, another nurse is determined as the second priority, and the above abnormalities or the like are notified in the order of priority.

[0004] Japanese Patent No. 7044073

[0005] By the way, due to the shortage of manpower in facilities such as care facilities and hospitals in recent years, there are cases where the facilities are operated with a small number of staff. In such a situation, there are limitations in the handling of workers in one facility, and the burden on the workers working in the facility is also large.

[0006] The present disclosure has been made in view of the above problems, and an object thereof is to provide a monitoring call center system, a monitoring method, and a program that can further reduce the workload on workers in facilities such as care facilities and hospitals.

[0007] The present disclosure summarizes the following monitoring call center system, monitoring method, and program.

[0008] (1) A monitoring call center system comprising: a monitoring call center device; and local devices installed in each of a plurality of facilities for a plurality of persons to be monitored, wherein the monitoring call center device comprises a first notification unit, the first notification unit provides notifications based on persons to be monitored that identify at least one of the will and health status of the persons to be monitored related to the plurality of facilities, and the local devices comprises a second notification unit, the second notification unit provides notifications based on persons to be monitored that relate to a particular facility where the second notification unit is installed.

[0009] (2) The monitoring call center system according to (1), wherein the information of the person to be monitored relating to a specific facility is configured to be simultaneously reported by both the first notification unit and the second notification unit of the specific facility.

[0010] (3) The monitoring call center system according to (1) or (2), further comprising a determination unit, wherein if the information of persons under monitoring includes a nurse call made by a person under monitoring related to a specific facility, the determination unit causes the second notification unit of the specific facility to make a notification, and the local device comprises a notification instruction unit that causes the first notification unit to make a notification.

[0011] (4) A monitoring call center system according to any one of (1) to (3) above, further comprising a determination unit, wherein the determination unit determines, based on the information of the person to be monitored, whether to have the first notification unit of the first notification unit of the first notification unit of the specific facility make a notification, or to have the second notification unit of the specific facility make a notification, or to have both the first notification unit and the second notification unit of the specific facility make a notification.

[0012] (5) The monitoring call center system according to (4), wherein the determination unit causes the first notification unit to notify when it determines that the condition of the person being monitored is in a predetermined state, and does not cause the second notification unit of a specific facility to notify.

[0013] (6) The monitoring call center system according to (5), wherein the determination unit prepares to call the person being monitored from the monitoring call center device when the determination unit causes the first notification unit to issue a notification.

[0014] (7) The monitoring call center system according to (4) or (5), wherein the determination unit causes the second notification unit of a specific facility to notify when it determines that the condition of the person being monitored is worse than a predetermined condition.

[0015] (8) The monitoring call center device comprises a storage unit for storing the information of persons to be monitored, and a transfer unit for transferring the information of persons to be monitored stored in the storage unit, wherein the transfer unit is configured to output the information of persons to be monitored to the local device at the other facility when a person to be monitored who is in a specific facility moves to another facility, or the local device at the other facility is configured to allow the local device to refer to the information of persons to be monitored stored in the storage unit, as described in any one of paragraphs (1) to (7).

[0016] (9) The monitoring call center device comprises a storage unit that stores the monitoring person information accumulated in a plurality of local devices, and the storage unit is configured to store the monitoring person information and arbitrary information other than the monitoring person information, as described in any one of paragraphs (1) to (8) above.

[0017] (10) The monitoring call center system according to any one of paragraphs (1) to (9), further comprising a mobile terminal installed in the facility, wherein the mobile terminal is equipped with the second notification unit.

[0018] (11) The monitoring call center system according to any one of (1) to (10) above, wherein the central device further comprises a storage unit, the storage unit is configured to store records of responses to the monitored persons in the central device and the local devices of a plurality of the facilities, the local devices are configured to be able to refer to the records of responses to the monitored persons related to a particular facility, and the central device is configured to be able to refer to the records of responses in a plurality of the facilities.

[0019] (12) A monitoring method using a monitoring call center device and local devices installed in each of a plurality of facilities for a plurality of persons to be monitored, wherein the monitoring call center device performs a first notification step, in which the monitoring call center device makes a notification based on person information that identifies at least one of the will and health status of the persons to be monitored related to the plurality of facilities, and the local device performs a second notification step, in which the local device makes a notification based on person information for the persons to be monitored related to a specific facility in which the local device is installed.

[0020] (13) A program for use in a monitoring call center system that uses a monitoring call center device and local devices installed in each of a plurality of facilities for a plurality of persons under monitoring, wherein the program causes a computer to perform a first notification step and a second notification step, the first notification step causing the monitoring call center device to make a notification based on person information that identifies at least one of the will and health status of the persons under monitoring related to the plurality of facilities, and the second notification step causing the local device to make a notification based on person information for a particular person under monitoring related to the facility in which the local device is installed.

[0021] According to this disclosure, it is possible to further reduce the workload on workers in facilities such as nursing homes and hospitals.

[0022] Figure 1 is a schematic diagram showing a monitoring call center system according to one embodiment of the present disclosure. Figure 2 is a block diagram illustrating the functions of each part of the monitoring call center system. Figure 3 is a diagram showing an example of monitored person information stored in the second storage unit of the local device. Figure 4 is a diagram showing an example of monitored person information stored in the first storage unit of the central device. Figure 5 is a flowchart illustrating an example of the processing flow when a nurse call is made by a monitored person. Figure 6 is a flowchart illustrating an example of the processing flow when a nurse call is made by a monitored person. Figure 7 is a flowchart illustrating an example of the notification flow based on the detection results of the physical condition detection sensor and the behavior detection sensor. Figure 8 is a block diagram showing an example of a computer that implements the monitoring call center system.

[0023] [Overview of the Monitoring Call Center System] Figure 1 is a schematic diagram showing a monitoring call center system 1 according to one embodiment of the present disclosure. Figure 2 is a block diagram illustrating the functions of each part of the monitoring call center system 1.

[0024] As explained with reference to Figures 1 and 2, the monitoring call center system 1 includes a monitoring call center device 10 and a local device 20 that receive monitoring target information D10 (described later) from the monitoring target device 30.

[0025] The monitoring device 30 is used by the person being monitored U. Examples of a person being monitored U include someone who is ill, has physical or mental health problems, or is in need of care due to old age. The person being monitored U is staying in a hospital, nursing home, welfare facility, elderly housing, or their own home. The monitoring device 30 outputs monitoring information D10, which identifies at least one of the wishes and health status of the person being monitored U, to the monitoring call center device 10 and the local device 20 via a network 2 such as the internet.

[0026] The local device 20 is installed in a facility E associated with the person being monitored U. There are multiple facilities E, and each facility E is associated with a person being monitored U. Examples of such facilities E include hospitals, nursing care facilities including home care service facilities, welfare facilities, and senior housing. The monitoring call center device 10 (hereinafter also simply referred to as the center device 10) receives the person being monitored D10 from the person being monitored device 30 in parallel with the local device 20.

[0027] In the above configuration, a nurse call signal, which is an example of a signal that identifies the intentions of the person being monitored U, and monitored person information D10, which includes information detecting the physical condition of the person being monitored U, are output to the local device 20 and the monitoring call center device 10. Based on this monitored person information D10, a predetermined notification is sent to staff W2 at facility E where the local device 20 is installed, and to staff W1 at center C where the monitoring call center device 10 is installed, either selectively or to both. With this configuration, staff W2 at facility E can respond to the person being monitored U, or staff W1 at center C can respond to the person being monitored U (e.g., by speaking to them), as needed. This allows the work that staff W2 at facility E would normally do to be distributed to staff W1 at center C, and staff W1 and W2 can share the work.

[0028] The following provides a more detailed explanation of the monitoring call center system 1. [Environment in which the monitoring call center system is installed] The monitoring call center system 1 is installed in multiple facilities E and a center C that can communicate with these facilities E. If facility E is, for example, a hospital, the person being monitored U will stay at facility E temporarily. If facility E is a nursing home or senior housing, the person being monitored U will reside at facility E. If facility E is a home-visit care facility that provides services at the home of the person being monitored U, the person being monitored U will not stay at facility E but will stay at home. One or more staff members W2 work at each facility E. The staff members W2 at each facility E are responsible for the person being monitored U (inpatients, facility residents, temporary facility users, beneficiaries of home-visit care services) related to the facility E to which they belong.

[0029] Center C is a facility that is communicably connected to the local devices 20 of multiple facilities E via a network 2, and is staffed by one or more staff members W1. The staff member W1 of Center C receives information D10 from monitored persons U, such as nurse calls, related to the multiple facilities E, and responds to these monitored persons U.

[0030] [Example of a monitoring call center system configuration] The monitoring call center system 1 comprises a monitoring call center device 10 and local devices 20, each of which is installed in a plurality of facilities E for the person being monitored U.

[0031] In this embodiment, the monitoring device 30 installed around the person being monitored U is not included in the monitoring call center system 1, but it may be included in the monitoring call center system 1.

[0032] The central device 10, the local device 20, and the device 30 for monitoring individuals are connected to each other via a network 2 such as the Internet or a LAN (Local Area Network).

[0033] [Monitoring Device] The monitoring device 30 is installed around the person being monitored U. The monitoring device 30 is operated by the person being monitored U themselves, or by a collaborator who provides care or assistance to the person being monitored U. An example of such a collaborator is a staff member W2 of facility E.

[0034] The monitoring device 30 includes a health condition detection sensor 31, an action detection sensor 32, a nurse call transmission unit 33, and a third communication unit 35.

[0035] The physical condition detection sensor 31 and the behavior detection sensor 32 can also be described as health status detection sensors. Furthermore, the physical condition detection sensor 31, the behavior detection sensor 32, and the nurse call transmission unit 33 can also be described as a monitored person information transmission unit that transmits information about the monitored person U.

[0036] The health condition detection sensor 31 detects information regarding the health condition of the monitored person device 30 and transmits the detection results to the central device 10 and the local device 20 via the network 2. An example of the health condition detection sensor 31 is a sensor that detects at least one of the vital signs (blood pressure, pulse, respiration, body temperature) of the monitored person U.

[0037] The health condition detection sensor 31 includes, for example, a blood pressure monitor and detects (measures) the blood pressure of the person being monitored U periodically or at any time. The health condition detection sensor 31 also includes, for example, a pulse meter and detects the pulse of the person being monitored U periodically or at any time. The health condition detection sensor 31 also includes, for example, a thermometer and detects the body temperature of the person being monitored U periodically or at any time. The health condition detection sensor 31 outputs these detection results to the central device 10 and the local device 20.

[0038] It should be noted that the physical condition detection sensor 31 in this embodiment is just one example, and the objects detected by the physical condition detection sensor 31 are not limited to the above-mentioned measurement objects. The physical condition detection sensor 31 may be a pulse oximeter that detects the blood oxygen concentration of the person being monitored U, a respiratory monitor that detects the respiratory state, an electrocardiograph that detects the electrocardiogram of the person being monitored U, etc., and the specific detection content regarding the physical condition of the person being monitored U is not limited. In other words, the physical condition detection sensor 31 only needs to be configured to detect at least one type of physical condition of the person being monitored U, and various configurations can be applied.

[0039] The behavior detection sensor 32 detects the actions of the person being monitored U and outputs the detected data to the central device 10 and the local device 20 via the network 2. An example of the behavior detection sensor 32 is a sensor that detects at least one of the actions of the person being monitored U (such as whether or not they turn over in bed, whether or not they move to the toilet, the number of steps taken, acceleration, etc.).

[0040] The behavior detection sensor 32 includes, for example, a Doppler sensor. The Doppler sensor is installed, for example, in the bedroom of the person being monitored U. The Doppler sensor detects when the person being monitored U changes their body position, such as by turning over in their sleep, using a known configuration. The behavior detection sensor 32 also includes, for example, a door sensor. The door sensor is installed, for example, on the door of a toilet in the building where the person being monitored U is located, and detects when the door is opened or closed. The behavior detection sensor 32 also includes, for example, a pedometer. The pedometer detects the number of steps taken by the person being monitored U. The behavior detection sensor 32 also includes, for example, an accelerometer. The accelerometer detects the acceleration of the body of the person being monitored U. The behavior detection sensor 32 outputs these detection results to the central device 10 and the local device 20.

[0041] It should be noted that the behavior detection sensor 32 in this embodiment is just one example, and the objects detected by the behavior detection sensor 32 are not limited to the above-mentioned measurement objects. The behavior detection sensor 32 may include a GNSS (Global Navigation Satellite System) such as a GPS (Global Positioning System) to detect the movement path of the person being monitored U, or it may include a sleep monitor to detect whether or not the person being monitored U is sleeping, or it may include a camera to photograph the person being monitored U, and the specific detection content regarding the actions of the person being monitored U is not limited. In other words, the behavior detection sensor 32 only needs to be configured to detect at least one type of action of the person being monitored U, and various configurations can be applied. Furthermore, the person being monitored device 30 only needs to be able to detect the health status of the person being monitored U, and it does not need to include either the health condition detection sensor 31 or the behavior detection sensor 32.

[0042] The nurse call transmission unit 33 and the third communication unit 35 are provided in a terminal 39, such as a PC (personal computer), smartphone, tablet, feature phone, smart glasses, or smart goggles. In this embodiment, the terminal 39 is a smartphone and is equipped with a speaker 39a and a monitor 39b (display device).

[0043] The nurse call transmission unit 33 outputs a nurse call signal to the local device 20 and the central device 10 when a predetermined operation is performed by a person, such as the person being monitored U. The nurse call signal is output from the nurse call transmission unit 33 based on human operation, such as when a button on the nurse call transmission unit 33 displayed on the terminal 39 is operated, or when voice input or gesture input is made. In this embodiment, the nurse call transmission unit 33 is provided on the terminal 39, but it may also be formed by including a physical button switch.

[0044] The third communication unit 35 is connected to the first communication unit 15 (to be described later) of the center C or the second communication unit 25 (to be described later) of the local device 20 when a predetermined on-operation is performed. Thereby, the person U under care or a person around him / her can communicate with the staff W1 via the first communication unit 15 and / or the staff W2 via the second communication unit 25. In FIG. 1, the person U under care (the device 30 for the person under care) and the local device 20 are illustrated as being in the same facility E, but this does not have to be the case. The person U under care (the device 30 for the person under care) may be at home, and the staff W2 of the facility E may be in the facility E.

[0045] The information including at least one of the above-described nurse call signal, the detection result by the physical condition detection sensor 31, and the detection result by the behavior detection sensor 32 is the information D10 of the person U under care that specifies at least one of the intention and the health condition of the person U under care. Note that the information D10 of the person U under care may not include any one or two of the nurse call signal, the detection result by the physical condition detection sensor 31, and the detection result by the behavior detection sensor 32.

[0046] [Local Device] The local device 20 is installed in the facility E. The local device 20 includes a second reception unit 21, a determination unit 22, a second notification unit 23, a second notification instruction unit 24, a second communication unit 25, and a second storage unit 26.

[0047] In the present embodiment, the local device 20 is configured using a main unit 28 and a terminal 29. The main unit 28 and the terminal​​The master device 28 is installed in the facility E and is installed at a fixed location such as an office. The terminal 29 includes a speaker 29a and a monitor 29b (display device). In this embodiment, the terminal 29 is a smartphone as an example of a mobile terminal, and is carried by at least the staff W2 of the facility E during work. One terminal 29 may be provided for each staff W2, or one terminal 29 may be provided for multiple people. When there is a person under care U outside the facility E such as at home, the terminal 29 is taken out of the facility E together with the staff W2. Even in this case, it can be said that the terminal 29 (local device 20) is installed in the facility E.

[0049] In this embodiment, the master device 28 includes a second reception unit 21, a determination unit 22, and a second storage unit 26. Each terminal 29 includes a second notification unit 23, a second notification instruction unit 24, and a second communication unit 25.

[0050] Note that the distribution of the second reception unit 21, the determination unit 22, the second notification unit 23, the second notification instruction unit 24, the second communication unit 25, and the second storage unit 26 between the master device 28 and the terminal 29 does not have to be as described above. For example, the configuration of the master device 28 may be adopted for some terminals 29, and the configuration of the terminal 29 described above may be adopted for the remaining terminals 29. Further, regarding the components 21 to 26 of the local device 20, a configuration may be adopted in which the master device 28 appropriately includes some or all of them, and a configuration may be adopted in which the terminal 29 appropriately includes some or all of them.

[0051] [Master device of local device] The second reception unit 21 receives the person under care information D10 about each person under care U related to the facility E where the second reception unit 21 is installed. That is, the second reception unit 21 receives the person under care information D10 from the person under care U staying in the facility E or the person under care U who receives the service of the staff W2 dispatched from the facility E but is not staying in the facility E, and does not receive the person under care information D10 from the person under care U unrelated to the facility E. Therefore, the staff W2 of the facility E is not bothered by information from the person under care U unrelated to the facility E.

[0052] Based on the monitored person information D10 received by the second reception unit 21, the determination unit 22 determines whether to have only the first notification unit 13, only the second notification unit 23, or both the first notification unit 13 and the second notification unit 23, which are related to the monitored person information D10, issue a notification. The specific configuration of this determination will be described later.

[0053] The second storage unit 26 stores the information D10 of the person being monitored U related to the facility E in which the second storage unit 26 is installed. In other words, the second storage unit 26 stores the information D10 of the person being monitored U related to the facility E, but does not store the information D10 of the person being monitored U unrelated to the facility E.

[0054] Figure 3 shows an example of monitored person information D10 stored in the second storage unit 26 of the local device 20. As shown in Figures 1 to 3, the monitored person information D10 includes a facility ID and facility name that identify facility E. In addition, each monitored person U is assigned a person ID, and this person ID is associated with the name of the monitored person U, the result of the health condition detection, the result of the behavior detection, whether or not a nurse call was made, and the detection time. In this embodiment, response records D20 are also recorded in association with the monitored person information D10. Response records D20 include, for example, a record of the operations (response records) of the local device 20 and the central device 10. Examples of operations include the fact that an announcement was made by the second notification unit 23, that a call was made in the second call unit 25, and that a call was made in the first call unit 15 of the central device 10. The response record D20 only needs to describe what actions the local device 20 and the central device 10 took, and is not limited to the above content.

[0055] Furthermore, the second memory unit 26 may be configured to store arbitrary information D30 linked to the information of the person being monitored D10. The arbitrary information D30 is, for example, input into the second memory unit 26 when a staff member W2 of the local device 20 operates the terminal 29, or input into the first memory unit 16 (described later) when a staff member W1 of the center device 10 operates the terminal 19, and includes arbitrary text information and image information such as the content of medication guidance and rehabilitation guidance for the person being monitored U, their physical condition, illness, personality, and the status of cooperation with other facilities E.

[0056] [Local Device Terminal] Terminal 29 is equipped with an operating unit such as a touch panel, and when a staff member W2 of facility E operates terminal 29, it can output instructions to the second storage unit 26 to refer to the contents stored in the second storage unit 26. In addition, terminal 29 can output instructions to the first storage unit 16 of the central device 10 to refer to information stored in the first storage unit 16, which will be described later, and which relates to the monitored person U related to facility E where terminal 29 is installed (monitored person information D10, response record D20, and arbitrary information D30). As a result, staff member W2 of facility E can refer to the contents recorded in each storage unit 16, 26 via the monitor 29b provided on each terminal 29 of the local device 20. Note that terminal 29 may be prohibited from obtaining information related to monitored person U related to facilities E other than facility E where terminal 29 is installed from the first storage unit 16, except when permitted by the transfer unit 17, which will be described later.

[0057] The second notification unit 23 provides notifications based on the information D10 of the person being monitored, which is related to the person being monitored U in relation to the facility E where the second notification unit 23 is installed. The specific configuration of this notification will be described later.

[0058] The second notification instruction unit 24 is provided to instruct the local device 20 to send a notification to the first notification unit 13 of the central device 10, which will be described later. The second notification instruction unit 24 can be activated, for example, by a staff member W2 of facility E operating a terminal 29 to instruct the first notification unit 13 to notify the central device 10 that there is a call from the local device 20. The operation of the terminal 29 at this time is performed, for example, by operating a predetermined button or the like displayed on the terminal 29.

[0059] The second communication unit 25 is equipped with a communication function. The second communication unit 25 is connected to the first communication unit 15 of Center C or the third communication unit 35 of the monitored person device 30 when a predetermined ON operation is performed on the terminal 29. This allows the staff member W2 of Facility E to communicate with the monitored person U or people around them, or with the staff member W1 of Center C via the first communication unit 15.

[0060] [Monitoring Call Center Device] The monitoring call center device 10 is installed at Center C. The center device 10 includes a first reception unit 11, a first notification unit 13, a first notification instruction unit 14, a first communication unit 15, a first storage unit 16, and a transfer unit 17.

[0061] In this embodiment, the central device 10 is configured using terminals 19 such as a server, PC (personal computer), smartphone, tablet, feature phone, smart glasses, or smart goggles. Each terminal 19 is equipped with a speaker 19a (headphones) and a monitor 19b (display device).

[0062] The first reception unit 11 receives the information D10 of the persons under monitoring U associated with each of the multiple facilities E. That is, while the second reception unit 21 receives the information D10 of persons under monitoring U associated with one facility E, the first reception unit 11 receives the information D10 of persons under monitoring U associated with multiple facilities E.

[0063] When terminal 19 is operated by a staff member W1 or the like of the central device 10, terminal 19 can output an instruction to the first storage unit 16 to refer to the contents stored in the first storage unit 16 (information of the person being monitored D10, response records D20, and arbitrary information D30). As a result, the contents recorded in the first storage unit 16 can be viewed on the monitor 19b provided in the central device 10.

[0064] The first notification unit 13 issues a notification based on the information D10 of the person being monitored, which is received by the first reception unit 11. The specific structure of this notification will be described later.

[0065] The first notification instruction unit 14 is provided to instruct the second notification unit 23 of the local device 20 to send a notification from the central device 10. The first notification instruction unit 14 outputs a signal instructing the second notification unit 23 to notify the local device 20 that there is a call from the central device 10, for example, when a staff member W1 of center C operates the terminal 19 to activate the first notification instruction unit 14. The operation of the central device 10 at this time is performed, for example, by operating a predetermined button or the like displayed on the operation screen of the terminal 19.

[0066] The first communication unit 15 is equipped with a communication function. When a predetermined ON operation is performed, the first communication unit 15 is connected to the second communication unit 25 of the local device 20 or the third communication unit 35 of the monitored person device 30. This allows staff member W1 at center C to communicate with the monitored person U or people around them, or with staff member W2 at facility E via the second communication unit 25.

[0067] The first storage unit 16 stores information D10 about monitored persons U associated with multiple facilities E to which the central device 10 is connected.

[0068] Figure 4 shows an example of monitored person information D10 stored in the first storage unit 16 of the central device 10. As shown in Figures 1 to 4, the difference between the information stored in the first storage unit 16 and the information stored in the second storage unit 26 is the scope of monitored person U. That is, the first storage unit 16 of the central device 10 stores monitored person U information D10, D20, D30 from multiple facilities E, while the second storage unit 26 of the local device 20 stores monitored person U information D10, D20, D30 from the facility E where the local device 20 is installed.

[0069] Thus, with respect to the target information D10, D20, and D30, the contents of the first storage unit 16 and the contents of the second storage unit 26 may be synchronized between the central device 10 and the local device 20. For example, the first storage unit 16 may store only the corresponding items in the central device 10, and the second storage unit 26 may store only the corresponding items in the local device 20.

[0070] The transfer unit 17 transfers the monitored person information D10 stored in the first storage unit 16. Specifically, the transfer unit 17 is configured to output the monitored person information D10 of a monitored person U, for example, when a monitored person U, who is in a specific facility E (e.g., facility E1), moves to another facility E (e.g., E2), to the second storage unit 26 of the local device 20 at the other facility E (facility E2). The transfer unit 17 may also allow the local device 20 at the other facility E2 to refer to the monitored person information D10 stored in the first storage unit 16. These operations become possible, for example, when the terminal 19 is operated by staff W1. The above operations by the transfer unit 17 may also be performed when the monitored person U, who is in a specific facility E (e.g., facility E1), does not move to another facility E (e.g., E2).

[0071] The above is a general overview of the monitoring call center system 1. Next, an example of the operation flow in the monitoring call center system 1 will be described. In the following description, refer to the drawings as appropriate. In this embodiment, the monitoring method is implemented by operating the monitoring call center system 1. Therefore, the following operation description will suffice to describe the monitoring method in this embodiment.

[0072] [Example of the flow during a nurse call] Figures 5 and 6 are flowcharts illustrating an example of the processing flow when a nurse call is initiated by a person under monitoring U. First, the monitoring call center system 1 is in a standby state until the nurse call transmission unit 33 of the monitoring person device 30 associated with any facility E is operated (NO in step S1). On the other hand, if, for example, the person under monitoring U operates the terminal 39 and the nurse call transmission unit 33 is activated and a nurse call signal is transmitted through the second reception unit 21 (YES in step S1), the determination unit 22 in the local device 20 of facility E associated with the person under monitoring U causes the second notification unit 23 of each terminal 29 to make a notification (local call) (step S2). In this way, the second notification unit 23 makes a nurse call to facility E. The notification method for the nurse call at this time is not particularly limited, but for example, a call sound may be emitted from the speaker 29a of the terminal 29 provided in the local device 20, or at least one of the following can be shown on the monitor 29b of the terminal 29: the name of the person being monitored U who made the nurse call, the room number (address), and a message indicating that a call has been made.

[0073] If, within a certain time (30 seconds or any other time) after the notification to Center C by the second notification unit 23, the second communication unit 25 is activated by the operation of any terminal 29 by the staff W2 of Facility E (YES in step S3), the second communication unit 25 of this terminal 29 enters into a communication state with the third communication unit 35 of the monitored person device 30 that initiated the nurse call (step S4). At this time, as long as the second notification instruction unit 24 of the terminal 29 that is in a communication state is not operated by the staff W2 of Facility E (NO in step S5), and the call using the third communication unit 35 is not terminated (NO in step S6), the communication state between the second communication unit 25 of the terminal 29 and the third communication unit 35 continues. On the other hand, if the second communication unit 25 or the third communication unit 35 of the terminal 29 that is in a communication state is turned off and the communication state ends (YES in step S6), the nurse call ends.

[0074] On the other hand, if staff member W2 of facility E operates the terminal 29 during a call, and the second notification instruction unit 24 is activated, a request to send a notification to the first notification unit 13 of the central device 10 is sent (YES in step S5), then a request to send a notification is sent from the local device 20 to the first notification unit 13. As a result, the first notification unit 13 of the central device 10 sends a notification (center call) (step S7). In this way, the first notification unit 13 makes a nurse call to center C. The notification method of the nurse call at this time is not particularly limited, but for example, a call tone may be sounded on the speaker 19a provided on each terminal 19 of the central device 10, or a predetermined display may be shown on the monitor 19b provided on the terminal 19. Examples of predetermined displays at this time include the name of facility E and a display indicating that the call is from facility E, the name of the person being monitored U who made the nurse call, and the room number (address).

[0075] If, within a certain time (which may be 30 seconds or any other time) after the second notification instruction unit 24 starts notifying the central device 10, staff member W1 at center C operates terminal 19 and activates the first communication unit 15 (YES in step S8), the second communication unit 25 of the local device 20, which is currently in a call, is turned off from its call with the third communication unit 35 (step S9). Subsequently, the first communication unit 15 of terminal 19 of the central device 10 and the third communication unit 35 of the monitored person device 30 that initiated the nurse call enter into a call state (step S13). The operations from step S13 onward will be described later.

[0076] On the other hand, in step S8, if the terminal 19 of the center device 10 is not operated for a certain period of time, the first communication unit 15 is not operated (NO in step S8), and the nurse call cannot be handed over from the staff W2 of facility E to the staff W1 of center C. In this case, the second notification instruction unit 24 is operated by the determination unit 22, or by the staff W2 of facility E operating the terminal 29 that is currently on a call, and the call (center call) by the first notification unit 13 is stopped (step S10). After that, the communication state returns to that of the second communication unit 25 and the third communication unit 35 (step S4).

[0077] Returning to step S3, if, within a certain time after the start of notification by the second notification unit 23 at facility E, the staff member W2 at facility E does not operate the terminal 29 and the second communication unit 25 is not activated (NO in step S3), that is, if there is no response to the local call, the determination unit 22 activates the first notification unit 13 of the central device 10. As a result, a call (center call) is made by the first notification unit 13 at terminal 19 (step S11). Specifically, when a nurse call signal is sent to the first reception unit 11 of the central device 10, the first notification unit 13 is activated, and the first notification unit 13 makes a call to terminal 19 of the central device 10. The notification method of the call at this time can be exemplified by the method described in step S7.

[0078] Then, when the first communication unit 15 is activated by the operation of staff W1 at terminal 19 of the central device 10 (YES in step S12), the first communication unit 15 enters into communication with the third communication unit 35 of the monitored person device 30 that made the nurse call (step S13). The communication between the first communication unit 15 and the third communication unit 35 continues as long as the first communication unit 15 or the third communication unit 35 is not turned off and the communication state is not terminated (NO in step S14) (step S13). On the other hand, when the first communication unit 15 or the third communication unit 35 is turned off and the communication state is terminated (YES in step S14), the nurse call ends.

[0079] Returning to step S12, if the first communication unit 15 is not activated by staff member W1 at terminal 19 of the central device 10 that is receiving a nurse call (NO in step S12), but the nurse call signal from the monitored person device 30 continues (YES in step S15), the nurse call continues to terminal 19 of the central device 10 (step S11 → step S12 → step S15). On the other hand, if the first communication unit 15 is not activated at the central device 10, and the third communication unit 35 is turned off by the monitored person U, etc. (NO in step S15), the nurse call ends.

[0080] [An example of notification flow other than nurse call] Figure 7 is a flowchart illustrating an example of notification flow based on the detection results of the physical condition detection sensor 31 and the behavior detection sensor 32. In this case, the determination unit 22 of the local device 20 in each facility E receives the detection results of the physical condition detection sensor 31 and the behavior detection sensor 32 of the monitored person device 30 related to that facility E through the second reception unit 21. Then, based on the results of each sensor 31 and 32, it detects whether or not there is an abnormality (step S21).

[0081] In this context, "anomaly" refers to cases where the detection result of at least one sensor included in each of the sensors 31 and 32 changes by a certain amount within a certain period of time, or where the detection result of at least one sensor included in each of the sensors 31 and 32 falls outside a certain range. For example, if the blood pressure, pulse, and body temperature detected by the physical condition detection sensor 31 fall outside a certain range (a range generally considered normal), it can be said that an anomaly has occurred. Similarly, if the number of times the monitored person U turns over in bed, as detected by the behavior detection sensor 32, deviates by a certain amount from the average number over a recent period, or if the number of times the toilet door is opened and closed deviates by a certain amount from the average number over a recent period, or if the number of steps taken by the monitored person U in a day deviates by a certain amount from the average number over a recent period, it can be said that an anomaly has occurred. Note that these criteria for anomalies are just examples, and various criteria will be set depending on the characteristics of the monitored person U (age and type of illness) and the content detected by the sensors included in each of the sensors 31 and 32. Therefore, the above criteria for anomalies are merely examples and are not limited to the criteria for disclosure.

[0082] If the determination unit 22 detects an anomaly from sensors 31 and 32 (YES in step S21), it determines whether or not to notify both the central device 10 and the local device 20 of the anomaly (step S22).

[0083] The criteria for judgment in step S22 would apply, for example, to cases where the abnormality of the person being monitored U is relatively serious and it is desirable to notify the staff W1 and W2 of Center C and Facility E of the abnormality as soon as possible. As an example of such a judgment criterion, among the above "abnormalities," the abnormality that is considered more serious for the person being monitored U can be exemplified as the first abnormality.

[0084] As an example of a first abnormality, it can be exemplified when the blood pressure, pulse rate, and body temperature detected by the physical condition detection sensor 31 change from the range generally considered normal to a level generally considered dangerous within a short period of time (e.g., a few minutes to a few hours). In addition, if the number of times the monitored person U turns over in their sleep, as detected by the behavior detection sensor 32, increases sharply over a recent period (e.g., a few minutes), and it is presumed that the monitored person U is suffering, it can be determined that a first abnormality has occurred. Furthermore, if the acceleration detected by the behavior detection sensor 32 increases pulse-likely, and it is possible that the monitored person U has fallen, it can be determined that a first abnormality has occurred. Note that these criteria for a first abnormality are merely examples, and will be set in various ways depending on the characteristics of the monitored person U (age and type of illness) and the content detected by each sensor 31, 32. Therefore, the above criteria for a first abnormality are merely examples and are not limited to the criteria for disclosure. Thus, a first abnormality refers to an abnormality that is considered to be relatively the most serious among all abnormalities.

[0085] If the above-mentioned first anomaly is detected (YES in step S22), the determination unit 22 simultaneously causes the first notification unit 13 of the central device 10 and the second notification unit 23 of the local device 20 related to the person being monitored U to issue a notification (step S23). That is, if the determination unit 22 determines that the condition of the person being monitored U is worse than a predetermined state (the second state described later), it causes the second notification unit 23 to issue a notification and also causes the first notification unit 13 of the central device 10 to issue a notification. This notification allows the staff W1 and W2 of the center C and the target facility E to know about the anomaly of the person being monitored U related to the facility E. The notification content at this time includes, for example, the sounding of a predetermined alarm sound from the speaker 19a of the terminal 19 of the central device 10 and the speakers 29a of each terminal 29 of the local device 20, and a predetermined display on the monitor 19b of the terminal 19 of the central device 10 and the monitor 29b of each terminal 29 of the local device 20. As an example of the prescribed display, the name of the person being monitored U, the facility name, room number (address), and the detected abnormality (person information D10 such as abnormal blood pressure or heart rate) can be displayed along with a red warning color. However, as long as the abnormality can be reported to staff members W1 and W2, the specific content is not limited.

[0086] At this time, the determination unit 22 displays the call screens of the call units 15 and 25 on the monitor 19b of the terminal 19 of the central device 10 and the monitor 29b of each terminal 29, and also displays information that identifies the person being monitored U, such as the name of the person being monitored U, and prepares to make a call (approach) to the third call unit 35 installed for the person being monitored U (step S24). In this way, when the first notification unit 13 and the second notification unit 23 make a notification, the determination unit 22 prepares to make an approach from the central device 10 and the local device 20 to the person being monitored U. Note that in step S24, priority may be given to a call from either the first call unit 15 or the second call unit 25 (for example, the second call unit 25 of the local device 20).

[0087] On the other hand, if the determination unit 22 does not detect the first anomaly and it is not necessary to notify both the central device 10 and the local device 20 of the anomaly (NO in step S22), the determination unit 22 determines whether to notify the central device 10 or the local device 20 of the anomaly (step S25). That is, based on the monitored person information D10, the determination unit 22 determines whether to notify only the first notification unit 13 or only the second notification unit 23 of the target local device 20, among the first notification unit 13 and the second notification unit 23 of the target local device 20.

[0088] The criteria for judgment in step S25 include, for example, cases where the abnormality of person U being monitored is relatively minor, but it is preferable to inform staff member W2, who is a close presence to person U being monitored. As an example of such a criterion, among the above "abnormalities," a second abnormality can be given that is less severe than the first abnormality described above for person U being monitored, but is still considered to be moderately significant.

[0089] As an example of a second abnormality, it can be said that a second abnormality has occurred if the blood pressure, pulse, and body temperature detected by the physical condition detection sensor 31 change from the range generally considered normal to a level lower than that which would be judged as a first abnormality within a short period of time (e.g., a few minutes to a few hours). Also, if the number of times the monitored person U turns over in bed, as detected by the behavior detection sensor 32, has increased more than usual over a recent period (e.g., a few hours), and it is inferred that the monitored person U is not in the usual state, or if the number of times the toilet door is opened and closed, as detected by the behavior detection sensor 32, has increased more than usual over a recent period (e.g., a few hours), and it is inferred that the monitored person U is not in the usual state, then a second abnormality can be said to have occurred. It should be noted that these criteria for a second abnormality are merely examples, and will be set in various ways depending on the characteristics of the monitored person U (age, type of illness) and the content detected by each sensor 31, 32. Therefore, the above criteria for a second abnormality are merely examples and are not limited to the criteria for disclosure. Thus, the second type of anomaly refers to anomalies that are considered to be of a relatively moderate severity.

[0090] If the above-mentioned second anomaly is detected (local notification in step S25), the determination unit 22 causes the second notification unit 23 of the local device 20 to make a notification (step S26). That is, if the determination unit 22 determines that the condition of the person being monitored U is worse than a predetermined state (the third state described later), it causes the second notification unit 23 to make a notification. The content of the notification at this time may be, for example, a predetermined alarm sound different from that when the first anomaly occurs is sounded by the speaker 29a of each terminal 29 of the local device 20, and a predetermined display may be shown on the monitor 29b of each terminal 29 of the local device 20. As an example of a predetermined display, the name of the person being monitored U, the room number (address), and the content of the detected anomaly (person being monitored information D10 such as abnormal blood pressure or abnormal heart rate) can be shown with a yellow warning color, but the specific content is not limited as long as the anomaly can be notified to the staff W2.

[0091] This notification allows staff member W2 at facility E to become aware of an anomaly in person U being monitored, who is associated with facility E. At this time, the determination unit 22 displays the second communication unit 25 on the monitor 29b of each terminal 29, along with information identifying person U, such as the name of person U, and prepares to make a call (appeal) to the third communication unit 35 installed for person U (step S27). In this way, when the determination unit 22 causes the second notification unit 23 to issue a notification, it prepares to make an appeal from the local device 20 to person U. Furthermore, for example, if staff member W2, upon seeing the notification from facility E, operates the second notification instruction unit 24 for the purpose of requesting assistance from staff member W1 at center C (YES in step S28), the determination unit 22 causes the first notification unit 13 of the center device 10 to issue a predetermined notification (step S29). The content of the notification at this time may include, in addition to the notification in step S26, a message such as "We have received a request for assistance from staff member W2 at facility E," but the specific content of the notification is not limited.

[0092] Returning to step S25, for example, a third abnormality can be exemplified when the abnormality of person U being monitored is less severe than the second abnormality and does not fall under either the first or second abnormality. The third abnormality can also be described as an abnormality that can be handled by staff member W1 of Center C, who is considered to be less familiar to person U being monitored than staff member W2 of Facility E.

[0093] If the above-mentioned third anomaly is detected (notified to the center in step S25), the determination unit 22 causes the first notification unit 13 of the center device 10 to make a notification (step S30). That is, if the determination unit 22 determines that the operator (staff W1) of the center device 10 is able to respond to the person being monitored U, it does not cause the second notification unit 23 to make a notification. In other words, if the determination unit 22 determines that the state of the person being monitored U is in a predetermined state (state of the third anomaly), it causes the first notification unit 13 to make a notification and does not cause the second notification unit 23 to make a notification. The notification content at this time is, for example, a predetermined alarm sound different from that when the first anomaly occurs and when the second anomaly occurs is sounded by the speaker 19a of the terminal 19 of the center device 10, and a predetermined display is shown on the monitor 19b of the terminal 19 of the center device 10. As an example of the prescribed display, the name of the person being monitored U, the facility name, room number (address), and the detected abnormality (person information D10 such as abnormal blood pressure or heart rate) can be displayed along with a yellow warning color. However, as long as the abnormality can be reported to staff W1, the specific content is not limited.

[0094] This notification allows staff member W1 at Center C to become aware of an anomaly in the monitored person U. At this time, the determination unit 22 displays the first communication unit 15 on the monitor 19b of the center device 10, along with information identifying the monitored person U, such as the person's name, and prepares to make a call (appeal) to the third communication unit 35 installed for the monitored person U (step S31). In this way, when the determination unit 22 causes the first notification unit 13 to make a notification, the center device 10 prepares to call the monitored person U. Furthermore, if, for example, staff member W1 at Center C operates the terminal 19 and the first notification instruction unit 14 is activated for the purpose of requesting assistance from staff member W2 at Facility E (YES in step S32), the determination unit 22 causes the second notification unit 23 of the local device 20, where the determination unit 22 is located, to make a predetermined notification (step S33). The content of the notification at this time may include, in addition to the notification in step S30, a message such as "We have received a request for assistance from staff member W1 at Center C," but the specific content of the notification is not limited.

[0095] [Example of the effects of the embodiment] As described above, according to this embodiment, the first notification unit 13 of the central device 10 can notify the staff W1 of the center C based on the information D10 of persons under monitoring at multiple facilities E. On the other hand, the second notification unit 23 of the local device 20 can notify the staff W2 of the facility E where the local device 20 is installed based on the information D10 of persons under monitoring at the facility E. This allows the staff W1 of the center C and the staff W2 of each facility E to share the workload for persons under monitoring U. Furthermore, the information D10 of persons under monitoring, including nurse calls to facilities E used by a specific person under monitoring U, does not need to be notified to facilities other than that specific facility E (local device 20), thus avoiding imposing an extra burden on the staff W2 of unrelated facilities E. For these reasons, the workload on staff W2 (workers) at facilities E such as nursing homes and hospitals can be further reduced.

[0096] Furthermore, according to this embodiment, the information D10 of a person under monitoring U associated with a specific facility E can be simultaneously notified by both the first notification unit 13 of the central device 10 and the second notification unit 23 of the local device 20 at the specific facility E (step S23). This allows the information D10 of the person under monitoring to be quickly communicated to both the staff W1 at the center C and the staff W2 at the facility E, enabling a quicker and more accurate response to the person under monitoring U.

[0097] Furthermore, according to this embodiment, when a nurse call is made, the determination unit 22 first causes the second notification unit 23 of the local device 20 to make a notification (step S2). Then, when the second notification instruction unit 24 is operated in the local device 20, it causes the first notification unit 13 of the center device 10 to make a notification (step S7). With this configuration, when a nurse call is made, the nurse call is first received at the corresponding facility E. After that, if it is better for the staff W2 of facility E to call the staff W1 of center C, they can make the necessary call. This allows the staff W2 of facility E to request assistance from the staff W1 of center C when necessary.

[0098] Furthermore, according to this embodiment, the determination unit 22 determines, based on the information D10 of the person being monitored, whether to have only the first notification unit 13 (step S30), only the second notification unit 23 (step S26), or both the first notification unit 13 and the second notification unit 23 (step S23). With this configuration, the monitoring call center system 1 can send a notification to the more appropriate staff member from among the staff W1 at the center C and the staff W2 at the facility E, depending on the state of the person being monitored U.

[0099] Furthermore, according to this embodiment, when the determination unit 22 determines that the state of the person being monitored U is in a predetermined state (the third abnormal state), it causes the first notification unit 13 to issue a notification (step S30), but does not cause the second notification unit 23 to issue a notification. With this configuration, the staff W2 at facility E can handle matters that the staff W1 at center C can handle without burdening them.

[0100] Furthermore, according to this embodiment, when the determination unit 22 causes the first notification unit 13 to issue a notification (steps S23, S30), it prepares to call out to the person being monitored U from the center device 10 (steps S24, S31). With this configuration, the staff W1 of the center C can call out to the person being monitored U smoothly, enabling a more appropriate response to the person being monitored U.

[0101] Furthermore, according to this embodiment, if the determination unit 22 determines that the condition of the person being monitored U is worse than a predetermined condition (third abnormal condition), it causes the second notification unit 23 to send a notification (steps S23, S26). With this configuration, when it is appropriate to notify the staff W2 of the facility E of an abnormality, the staff W2 can be notified quickly.

[0102] Furthermore, according to this embodiment, the transfer unit 17 is configured to output the monitored person information D10 of the monitored person U to the second storage unit 26 of the local device 20 at the other facility E2, or the local device 20 at the other facility E2 can refer to the monitored person information D10 etc. stored in the first storage unit 16 when the monitored person U is transferred to another facility E2. With this configuration, when the monitored person U is transferred to another hospital or facility, the staff W2 at the new facility E2 (the destination) can share the information from the previous facility E1. This reduces the effort required for the staff W2 at the new facility E to obtain the monitored person U's information from scratch.

[0103] Furthermore, according to this embodiment, the first storage unit 16 and the second storage unit 26 are configured to store not only the monitored person information D10 but also arbitrary information D30 other than the monitored person information D10. With this configuration, arbitrary information such as medication guidance by a pharmacist at facility E and rehabilitation guidance by a rehabilitation instructor can be stored as arbitrary information D30 together with the monitored person information D10. Therefore, the monitoring call center system 1 can secure more detailed data about the monitored person U. As a result, staff W1 and W2 can provide more appropriate responses according to the monitored person U.

[0104] Furthermore, according to this embodiment, the local device 20 is equipped with a second notification unit 23 in the mobile terminal 29. With this configuration, the mobile terminal 29 within the facility E can receive information D10 about the person being monitored, such as a nurse call. In addition, it is possible for mobile terminals 29, 29 within the same facility E to communicate with each other.

[0105] Furthermore, according to this embodiment, staff member W2 of facility E can refer to the response records D20 of monitored persons U associated with facility E, but cannot refer to the response records D20 of monitored persons U of unrelated facility E, thus preventing accidental referencing of unrelated response records D20. Also, staff member W1 of center C can refer to the response records D20 of monitored persons U associated with all facility E connected to center C, enabling detailed responses to monitored persons U of multiple different facility E based on the response records D20.

[0106] [Modifications] Embodiments of the present disclosure have been described above. However, the present disclosure is not limited to the embodiments described above. Various modifications are possible to the extent that they are described in the claims. The following mainly describes configurations that differ from the embodiments described above, and similar configurations are denoted by the same reference numerals and detailed descriptions are omitted.

[0107] (1) In the above embodiment, the example was described in which the central device 10 is installed in a location separate from each facility E, but this is not required. For example, the central device 10 may be installed within any of the facilities E.

[0108] (2) In the above-described embodiment, a configuration may be provided for information sharing between the monitoring call center system 1 and external devices. For example, information D10, D20, and D30, such as the information of the person being monitored D10, may be shared with terminals or servers owned by other care providers or local businesses. Alternatively, a configuration may be adopted in which the information of the person being monitored D10, etc., stored in the first storage unit 16 of the center device 10 is provided to, for example, medical institutions, pharmaceutical companies, medical device manufacturers, etc., outside the monitoring call center system 1. In this case, the actual data obtained from the person being monitored U can be used to develop various medical methods, medicines, and medical devices.

[0109] (3) In the above embodiment, when a nurse call is made by the person being monitored U, the second notification unit 23 of the local device 20 first notifies the staff W2 of facility E of this nurse call. However, this configuration is not required. For example, when a nurse call is made by the person being monitored U, the first notification unit 13 of the central device 10 first notifies the staff W1 of center C of this nurse call. In this case, depending on the needs of staff W1, the operation of the first notification instruction unit 14 may also notify the second notification unit 23 of the local device 20. Alternatively, when a nurse call is made by the person being monitored U, the notification units 13 and 23 of the central device 10 and the local device 20 may operate simultaneously. This ensures that the nurse call is notified simultaneously to staff W1 of center C and staff W2 of facility E.

[0110] (4) In the above-described embodiment, the configuration described as one in which staff member W1 of Center C corresponds to the person being monitored U through the first communication unit 15. However, this is not required. For example, the center device 10 may be equipped with a configuration for remotely operating the health condition detection sensor 31 and the behavior detection sensor 32 of the person being monitored device 30. In this case, staff member W1 of Center C can remotely operate the health condition detection sensor 31 and the behavior detection sensor 32 of the person being monitored device 30 by operating the terminal 19 of the center device 10, thereby broadening the range of tasks that can be performed on behalf of staff member W2 of Facility E.

[0111] (5) In the above embodiment, the determination unit 22 was described as being provided in the local device 20 as an example, but this is not required. For example, the determination unit 22 may be provided in the central device 10, or it may be provided in both the central device 10 and the local device 20.

[0112] [Program] An example of a program in this embodiment is a program that causes a computer to execute steps S1 to S15 and S21 to S33 shown in Figures 5 to 7. By installing and executing this program on a computer, the monitoring call center system 1 and the monitoring method can be realized. In this case, the computer's processor functions as the first reception unit 11, the first notification unit 13, the first notification instruction unit 14, the first call unit 15, the transfer unit 17, the second reception unit 21, the determination unit 22, the second notification unit 23, the second notification instruction unit 24, and the second call unit 25, and performs processing.

[0113] Furthermore, the program in this embodiment may be executed by a computer system constructed from multiple computers. In this case, for example, each computer may function as one of the above-described functions.

[0114] Here, an example of a computer that implements the monitoring call center system 1 (monitoring method) by executing the program in this embodiment will be explained using Figure 8. Figure 8 is a block diagram showing an example of a computer that implements the monitoring call center system 1.

[0115] As shown in Figure 8, the computer 110 comprises a CPU (Central Processing Unit) 111, main memory 112, storage device 113, input interface 114, display controller 115, data reader / writer 116, and communication interface 117. Each of these components is connected to the others via a bus 121, enabling data communication.

[0116] Furthermore, the computer 110 may include a GPU (Graphics Processing Unit) or an FPGA (Field-Programmable Gate Array) in addition to, or instead of, the CPU 111. In this embodiment, the GPU or FPGA can execute the program in the embodiment.

[0117] The CPU 111 loads the program in the embodiment, which consists of a group of codes stored in the storage device 113, into the main memory 112, and performs various calculations by executing each code in a predetermined order. The main memory 112 is typically a volatile storage device such as DRAM (Dynamic Random Access Memory).

[0118] Furthermore, the program in this embodiment may be provided stored on a computer-readable recording medium 120. The program in this embodiment may also be distributed over the Internet via a communication interface 117.

[0119] Furthermore, specific examples of the storage device 113 include hard disk drives and semiconductor storage devices such as flash memory. The input interface 114 mediates data transmission between the CPU 111 and input devices 118 such as a keyboard and mouse. The display controller 115 is connected to the display device 119 and controls the display on the display device 119.

[0120] The data reader / writer 116 mediates data transmission between the CPU 111 and the recording medium 120, reads programs from the recording medium 120, and writes processing results from the computer 110 to the recording medium 120. The communication interface 117 mediates data transmission between the CPU 111 and other computers.

[0121] Furthermore, specific examples of the recording medium 120 include general-purpose semiconductor memory devices such as CF (Compact Flash®) and SD (Secure Digital), magnetic recording media such as flexible disks, or optical recording media such as CD-ROM (Compact Disk Read Only Memory).

[0122] Furthermore, the monitoring call center system 1 in this embodiment can be implemented not by a computer with a program installed, but by using hardware corresponding to each part, such as electronic circuits. Moreover, the monitoring call center system 1 may be partially implemented by a program and the remaining part by hardware. In this embodiment, the computer is not limited to the computer shown in Figure 8.

[0123] This disclosure may also be a non-volatile storage medium recording the following program: A program used in a monitoring call center system using a monitoring call center device and local devices installed in each of a plurality of facilities for a plurality of persons under monitoring, the program causing a computer to perform a first notification step and a second notification step, the first notification step causing the monitoring call center device to make a notification based on person information that identifies at least one of the will and health status of the persons under monitoring related to the plurality of facilities, and the second notification step causing the local device to make a notification based on person information for a particular person under monitoring related to the facility in which the local device is installed.

[0124] This disclosure can be applied as a monitoring call center system, a monitoring method, and a program.

[0125] 1 Monitoring Call Center System 10 Monitoring Call Center Device 11 First Reception Unit 13 First Notification Unit 14 First Notification Instruction Unit (Notification Instruction Unit) 16 First Storage Unit (Storage Unit) 17 Transfer Unit 20 Local Device 21 Second Reception Unit 22 Judgment Unit 23 Second Notification Unit 29 Mobile Terminal D10 Information of Persons Being Monitored D20 Response Record D30 Optional Information E Facility U Persons Being Monitored

Claims

1. A monitoring call center system comprising: a monitoring call center device; and local devices installed in each of a plurality of facilities for a plurality of persons under monitoring, wherein the monitoring call center device comprises a first notification unit, the first notification unit provides notifications based on person under monitoring information that identify at least one of the will and health status of the persons under monitoring related to the plurality of facilities, and the local devices comprises a second notification unit, the second notification unit provides notifications based on person under monitoring information for the persons under monitoring related to a specific facility where the second notification unit is installed.

2. The monitoring call center system according to claim 1, wherein the monitoring information of the monitoring person associated with a specific facility is configured to be simultaneously reported by both the first notification unit and the second notification unit of the specific facility.

3. The monitoring call center system according to claim 1, further comprising a determination unit, wherein if the information of persons under monitoring includes a nurse call made by a person under monitoring related to a specific facility, the determination unit causes the second notification unit of the specific facility to make a notification, and the local device comprises a notification instruction unit that causes the first notification unit to make a notification.

4. The monitoring call center system according to claim 1, further comprising a determination unit, the determination unit determines, based on the information of the person being monitored, whether to have the first notification unit of the first notification unit of the first notification unit of the specific facility make a notification, or to have the second notification unit of the specific facility make a notification, or to have both the first notification unit and the second notification unit of the specific facility make a notification.

5. The monitoring call center system according to claim 4, wherein the determination unit causes the first notification unit to issue a notification when it determines that the state of the person being monitored is in a predetermined state, and does not cause the second notification unit of a specific facility to issue a notification.

6. The monitoring call center system according to claim 5, wherein the determination unit prepares to call the person being monitored from the monitoring call center device when the determination unit causes the first notification unit to issue a notification.

7. The monitoring call center system according to claim 4, wherein the determination unit causes the second notification unit of a specific facility to notify when it determines that the condition of the person being monitored is worse than a predetermined condition.

8. The monitoring call center device comprises a storage unit for storing the information of persons to be monitored, and a transfer unit for transferring the information of persons to be monitored stored in the storage unit, wherein the transfer unit is capable of outputting the information of persons to be monitored to the local device at the other facility, or the local device at the other facility is capable of referencing the information of persons to be monitored stored in the storage unit, as the person to be monitored moves from a specific facility to another facility.

9. The monitoring call center device comprises a storage unit for storing the monitoring subject information accumulated in a plurality of local devices, wherein the storage unit is configured to store the monitoring subject information and arbitrary information other than the monitoring subject information, as described in claim 1.

10. The monitoring call center system according to claim 1, further comprising a mobile terminal installed in the facility, wherein the mobile terminal comprises the second notification unit.

11. The monitoring call center system according to claim 1, wherein the central device further comprises a storage unit, the storage unit is configured to store records of responses to the monitored persons in the central device and the local devices of a plurality of facilities, the local devices are configured to be able to refer to the records of responses to the monitored persons related to a particular facility, and the central device is configured to be able to refer to the records of responses in a plurality of facilities.

12. A monitoring method using a monitoring call center device and local devices installed in each of a plurality of facilities for a plurality of persons to be monitored, wherein the monitoring call center device performs a first notification step, in which the monitoring call center device makes a notification based on person information that identifies at least one of the will and health status of the persons to be monitored related to the plurality of facilities, and the local device performs a second notification step, in which the local device makes a notification based on person information for the persons to be monitored related to a specific facility where the local device is installed.

13. A program for use in a monitoring call center system that uses a monitoring call center device and local devices installed in each of a plurality of facilities for a plurality of persons under monitoring, wherein the program causes a computer to perform a first notification step and a second notification step, the first notification step causing the monitoring call center device to make a notification based on person information that identifies at least one of the will and health status of the persons under monitoring related to the plurality of facilities, and the second notification step causing the local device to make a notification based on person information for the persons under monitoring related to a specific facility where the local device is installed.

Images