Callback Queue System for Healthcare Provider Matching
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Solution Overview
Problem
Current systems for connecting consumers with healthcare providers via telephonic communication often result in lengthy wait times for callbacks, leading to frustration and potential misuse of emergency services when immediate consultations are needed.
Innovation Solution
A computer-implemented method and system that tracks the availability of service providers in real-time, allowing consumers to be immediately connected with a suitable provider through a call-back system, minimizing wait times and optimizing provider utilization.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of energy
If a callback system is used to connect consumers with providers, then service cost is reduced, but consumer wait time increases and immediate consultation needs are not met
Solution Approach 1:
The system performs preliminary actions by pre-screening consumer requests, pre-matching with suitable providers based on availability and expertise, and pre-establishing queues before the actual consultation occurs. This allows the callback to happen quickly when a provider becomes available, reducing wait time while maintaining cost efficiency.
Solution Approach 2:
The brokerage system acts as an intermediary between consumers and providers, managing the matching process, maintaining availability status, and coordinating callbacks. This intermediary function optimizes the connection process, reducing both cost and wait time by efficiently routing requests to appropriate providers.
2Ease of operation
If consumers wait for return calls from providers, then service accessibility is improved, but patient availability decreases and emergency room utilization increases
Solution Approach 1:
The system implements feedback mechanisms by monitoring consumer availability status and provider availability status in real-time. When a consumer becomes unavailable or a provider becomes available, the system receives feedback and adjusts the callback timing accordingly, ensuring consumers are contacted when both parties are available.
Solution Approach 2:
The system dynamically adjusts the callback process based on real-time availability information from both consumers and providers. Rather than using fixed scheduling, the system adapts to changing availability conditions, making the consultation process more reliable while maintaining accessibility.
Data Source
AI summary
Described are techniques for providing broker services to consumers and service providers based on telephonic call-back engagements. The techniques include receiving a telephonic-based communication from a consumer to consult with a service provider and determining a suitable service provider to reply to the telephonic-based communication from the consumer. The techniques add an entry corresponding to the consumer to a queue maintained for the suitable service provider, and when the consumer in the queue is at the top of the queue, initiate a call-back to a device used by the consumer.