Clinical Support Session Routing with Context Data
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Solution Overview
Problem
Current technical support systems for clinicians using clinical applications are inefficient, often resulting in delayed responses and inadequate assistance due to lack of immediate access to necessary information and skilled representatives, which can hinder timely resolution of issues and compromise patient care.
Innovation Solution
A system and method for initiating and managing technical support sessions in a clinical computing environment, where clinical context information is accessed and communicated between client and support devices, enabling immediate and targeted assistance while maintaining HIPAA compliance.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If clinicians use email to request support, then support requests can be documented, but response time is delayed and clinicians may no longer be available
Solution Approach 1:
The patent replaces the mechanical email system with an automated electronic support request system that uses software agents to instantly capture clinician device information, clinical context data, and routing support requests through an electronic queue to appropriate representatives, eliminating the time delay inherent in email-based support
Solution Approach 2:
The system performs preliminary actions by automatically collecting device characteristics, clinical application information, and environment details before the support representative needs them, pre-populating support tickets with relevant context data so that when a representative is assigned, all necessary information is already available
2Speed
If clinicians place phone calls to help desk, then immediate verbal communication is possible, but wait time to reach a qualified representative increases
Solution Approach 1:
The patent introduces an electronic queue manager as an intermediary that receives support requests and automatically routes them to appropriate representatives based on skill matching, eliminating the need for clinicians to wait on hold or be transferred through multiple levels of support hierarchy
Solution Approach 2:
The system changes the parameter of representative selection from manual escalation hierarchies to automated skill-based matching, where support requests are routed to representatives whose expertise parameters match the clinical issue, reducing wait time and improving resolution efficiency
3Device complexity
If help desk representatives lack specific clinical context information, then support processes are simpler, but support effectiveness decreases
Solution Approach 1:
The system performs preliminary data collection by automatically gathering device characteristics, clinical application versions, configuration details, and error logs before support representatives engage with clinicians, ensuring all necessary diagnostic information is available in advance
Solution Approach 2:
The patent creates digital copies of relevant clinical context data, device states, and application configurations that are attached to support requests, allowing representatives to review complete system snapshots without requiring clinicians to manually describe complex technical environments
4Ease of operation
If support sessions require manual information collection from clinicians, then security protocols are simpler, but support time increases
Solution Approach 1:
The system enables self-service information collection where the clinician's device automatically provides device identifiers, software versions, and configuration data without requiring the clinician to manually input technical specifications, reducing both effort and time
Data Source
AI summary
Systems and methods for providing technical support sessions to aid clinicians and other end users employing clinical applications are provided. In accordance with one method in a clinical computing environment for requesting a technical support session between a client device and at least one support device, a command to request the technical support session is received. Clinical context information associated with the client device is accessed. A request for the technical support session is communicated. In addition, the clinical context information associated with the client device is communicated.