AI Patient Request Triage for Non-Medical Task Allocation

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Solution Overview

Problem

Existing patient request systems in medical facilities lack efficient allocation of personnel to non-medical requests, leading to nurse burnout and decreased patient care quality due to the need for nurses to handle non-medical tasks, and lack intelligent routing of requests to appropriate support team members.

Innovation Solution

An artificial intelligence-based system that analyzes patient requests and routes them to the most appropriate support team members, including concierges, technicians, and other non-medical staff, based on request type, urgency, location, and sender, while allowing for customizable workflows and command bundling.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Reliability

If nurses handle all patient requests including non-medical tasks, then patient care coverage is maintained, but nurse burnout increases and patient care quality decreases

Engineering Contradiction:

Improvepatient care coverageVSAvoidnurse burnout

Core Design Contradiction:

ReliabilityVSObject-affected harmful factors

Solution Approach 1:

The system segments patient requests into different categories (medical and non-medical) and routes them to different personnel. Non-medical requests are directed to support team members, while medical requests remain with nurses, thereby separating tasks that do not require medical expertise from those that do.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The patent introduces an intermediary system (request management system with AI/ML algorithms) that acts as a mediator between patients and different types of staff. This intermediary intelligently routes requests based on analysis of request type, patient history, and staff availability, preventing direct overload of nurses with non-critical tasks.

Inventive Principle:

Principle #24Intermediary (Mediator)

2Ease of operation

If nurses are diverted to non-medical tasks, then support for non-medical requests improves, but response time for genuine medical emergencies increases

Engineering Contradiction:

Improvenon-medical request supportVSAvoidresponse time for medical emergencies

Core Design Contradiction:

Ease of operationVSLoss of time

Solution Approach 1:

The system segments requests by urgency and type, ensuring that medical emergencies are immediately identified and routed to nurses without delay, while non-urgent non-medical requests are handled by support staff.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system incorporates feedback mechanisms that monitor request patterns, response times, and staff workload in real-time, dynamically adjusting routing decisions to ensure medical emergencies receive priority attention while maintaining efficient handling of non-medical requests.

Inventive Principle:

Principle #23Feedback

3Device complexity

If a simple request indication system is used, then system complexity is reduced, but intelligent routing of requests to appropriate personnel is lost

Engineering Contradiction:

Improverequest system complexityVSAvoidrequest routing intelligence

Core Design Contradiction:

Device complexityVSAdaptability or versatility

Solution Approach 1:

The patent replaces simple mechanical indication systems with an intelligent software-based request management system that uses AI/ML algorithms, natural language processing, and data analytics to automatically analyze and route requests, substituting complex computational processing for simple physical indicators.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The request management system is designed as a universal platform that can handle multiple types of requests (medical, non-medical, urgent, routine) through a single interface, providing intelligent routing capabilities across diverse request types without requiring separate specialized systems.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Data Source

PatentUS12488884B2Artificial intelligence-based medical patient service system and ecosystem

Publication Date: 2025.12.02 HELEN NOW LLC

AI summary

A system for managing requests and workflows for patients in a medical facility includes receiving requests from different patients through voice commands or through selection via a computer application. An artificial intelligence module automatically interprets the requests from each patient and routes the requests to appropriate personnel depending on the contents of the request. The system is able to utilize profiles of support team members in the medical facility noting particularly talent, expertise, and time for each support team member in order to route requests and build teams for particular purposes. The system is also able to include a financial incentive system for encouraging personnel to complete particular requests for patients and includes gamification elements including leaderboard functionality.