# US 2019/0356778 A1 · Smart communications and analytics learning engine

> Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt

- Number: US 2019/0356778 A1
- Document ID: US20190356778A1
- Status: Published application
- Kind: A1
- Application number: 16/191,139
- Filed: 2018-11-14
- Published: 2019-11-21
- Earliest claimed: 2018-05-16
- Inventors: Dharmendra Sushilkumar GHAI; Najat ABDULRAHEEM
- Web page: https://patentgrep.com/patent/US20190356778A1

## CPC

- H04M 3/5158: {in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26)}
- G16H 10/60: for patient-specific data, e.g. for electronic patient records
- G16H 40/20: for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms
- G16H 80/00: ICT specially adapted for facilitating communication between medical practitioners or patients, e.g. for collaborative diagnosis, therapy or health monitoring
- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- H04M 3/5183: {Call or contact centers with computer-telephony arrangements}
- H04M 2203/558: Databases
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G16H: HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA

## Abstract

A healthcare patient appointment management system for managing patient appointments. The system includes an interactive voice response (IVR), teleconsult module, and SMS messaging system. The IVR module calls a patient, and solicits patient responses to confirm a patient appointment. The teleconsult module provides a teleconsultation with the patient. And the SMS messaging system provides SMS messages to the patient. A controller is in communication with the IVR module, teleconsult module, and SMS messaging system. The controller receives the patient responses from the interactive voice response module and determines if the patient confirmed the patient appointment. If the controller determines that the patient does not confirm the patient appointment, then the controller sends an SMS message to the patient via the SMS messaging system. The SMS message includes a link to conduct the teleconsultation with the patient and a healthcare provider via the teleconsult module.

## Claims

### Claim 1

A healthcare patient appointment management system for managing patient appointments, the system comprising:
an interactive voice response module configured to call a patient, and solicit patient responses to confirm a patient appointment;
a virtual teleconsult system configured to provide a virtual teleconsultation with the patient;
a messaging system configured to provide a message to the patient; and
a controller in communication with said interactive voice response module, said virtual teleconsult system, and said messaging system, said controller receiving the patient responses from said interactive voice response module and determining if the patient confirms the patient appointment;
wherein if said controller determines that the patient does not confirm the patient appointment, then said controller sends a message to the patient via said messaging system, said message including a link to conduct the virtual teleconsultation with the patient and a healthcare provider via said virtual teleconsult system.

### Claim 2 (depends on 1)

The system of claim 1, further comprising an electronic medical record (EMR) module containing an electronic medical record for the patient, the electronic medical record including patient identifying data and patient appointment data.

### Claim 3 (depends on 2)

The system of claim 2, wherein said controller receives the electronic medical record and instructs said interactive voice response module to confirm the patient appointment based on the patient appointment data.

### Claim 4 (depends on 1)

The system of claim 1, wherein said messaging system comprises an SMS text messaging system.

### Claim 5 (depends on 1)

The system of claim 1, wherein said messaging system comprises an email system.

### Claim 6 (depends on 1)

The system of claim 1, wherein said controller provides patient data to the teleconsult system.

### Claim 7 (depends on 1)

The system of claim 1, wherein said controller customizes the teleconsult system based on patient data.

### Claim 8 (depends on 1)

The system of claim 1, further comprising a storage device configured to store electronic medical records of the patient including patient identifying information and patient appointment information.

### Claim 9 (depends on 8)

The system of claim 8, wherein said controller operates the interactive voice response module based on the patient electronic medical records.

### Claim 10 (depends on 8)

The system of claim 8, wherein said controller formats the message based on the patient electronic medical records.

### Claim 11 (depends on 10)

The system of claim 10, wherein said controller retrieves patient contact information from the patient electronic medical records associated with a patient ID, and formats the message for delivery to the patient contact information.

### Claim 12 (depends on 8)

The system of claim 8, wherein said controller formats the teleconsultation based on the patient electronic medical records.

### Claim 13 (depends on 1)

The system of claim 1, wherein the teleconsult system connects the patient with the healthcare provider, but does not provide any patient data to the healthcare provider.

### Claim 14

A method for managing patient appointments using a healthcare patient appointment management, the method comprising:
calling a patient using an interactive voice response module to solicit patient responses to confirm a patient appointment;
determining at a controller based on the patient responses, that a patient does not confirm the patient appointment;
generating by the controller in response to determining that the patient does not confirm the patient appointment, a message to the patient with a teleconsultation link and sending the message to the patient via a messaging system; and
establishing a teleconsultation with the patient at a teleconsultation module in response to the patient selecting the teleconsultation link.

### Claim 15 (depends on 1)

The system of claim 1, wherein said virtual teleconsult system comprises a mobile smartphone application that operates a user's smartphone.

### Claim 16 (depends on 12)

The system of claim 12, said message further including an access code.

### Claim 17

A healthcare patient appointment management system for managing patient appointments, the system comprising:
a storage device retaining patient information;
a discrete interactive voice response module in communication with said storage device and configured to call a patient based on the patient information, and solicit patient responses to confirm a patient appointment;
a discrete virtual teleconsult module in communication with said storage device and separate from said interactive voice response module, said virtual teleconsult module configured to provide a virtual teleconsultation with the patient based on the patient information;
a discrete messaging system separate from said interactive voice response module and said virtual teleconsult module, said messaging module configured to provide a message to the patient; and
a controller in communication with said storage device, said interactive voice response module, said virtual teleconsult module, and said messaging module, said controller receiving the patient responses from said interactive voice response module and determining if the patient confirms the patient appointment;
wherein if said controller determines that the patient does not confirm the patient appointment, then said controller sends a message to the patient via said messaging system based on the patient information, said message including a link to conduct the virtual teleconsultation with the patient and a healthcare provider based on the patient information via said virtual teleconsult module, said controller further configuring the virtual teleconsultation based on patient information from said storage device.

### Claim 18 (depends on 17)

The system of claim 17, wherein said controller formats the virtual teleconsultation based on the patient information.