Documenting remote engagements

• US 7,945,456 B2
• Filed: 02/27/2008
• Issued: 05/17/2011
• Est. Priority Date: 10/01/2007
• Status: Active Grant

• Current Assignee: American Well Corporation (Amwell Incorporated)
• Original Assignee: American Well Corporation (Amwell Incorporated)
• Inventors: Schoenberg, Roy
• Primary Examiner(s): O'Connor; Gerald J.
• Assistant Examiner(s): ALTSCHUL, AMBER L
• Application Number:
  US12/038,110
• Publication Number:
  US 20090089096A1
• Time in Patent Office: 1,175 Days
• Field of Search: 705 2- 3
• US Class Current: 705/2
• CPC Class Codes: G16H 10/60 for patient-specific data, e.g. for electronic patient records
• CPC Class Codes: G16H 40/20 for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms
• CPC Class Codes: G16H 80/00 ICT specially adapted for facilitating communication between medical practitioners or patients, e.g. for collaborative diagnosis, therapy or health monitoring
• CPC Class Codes: G16Z 99/00 Subject matter not provided for in other main groups of this subclass
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A service provider is prompted to provide a summary of an engagement with a consumer, an audible summary provided by the provider is recorded and, and the audible summary is associated with a record of the engagement.

Claims

1. A computer-implemented method, comprising:

receiving a request from a consumer of medical services to consult with a medical provider;

establishing a telephone-based communication over a telephone-based communication channel between the consumer of medical services and a provider of medical services based on the received request;

establishing, by a computer, a record based on the communication;

prompting the provider to furnish an audio message related to the telephone-based communication after the consumer disconnects from the telephone-based communication;

receiving and recording, by the computer, the audio message from the provider after the consumer disconnects from the telephone-based communication without disconnecting the provider from the telephone-based communication channel established between the consumer and the provider; and

associating, by the computer, the audio message with the established record.

2. The method of claim 1, wherein prompting the provider comprises

prompting the provider to enter responses to questions using a numeric keypad of a telephone;

and the method further comprises;

storing the entered numeric responses with the record of the engagement.

3. The method of claim 1, further comprising:

retrieving the record of the engagement from a memory;

replaying the audio message; and

prompting the service provider to provide a written summary of the engagement.

4. The method of claim 1 wherein prompting the service provider comprises using an interactive voice response system to prompt the provider.

5. The method of claim 1 in which

the service provider is a physician and the consumer is a patient.

6. A computer implemented method, comprising

prompting a medical service provider to provide an audio message related to a telephone based engagement with a consumer of medical services;

recording the audio message provided by the medical service provider;

associating the audio message with a record of the engagement.

retrieving the record of the engagement from a memory;

replaying the audio message; and

prompting the medical service provider to generate a written summary of the engagement via a computer.

7. A computer-implemented method for determining compensation for a medical service provider, the method comprising:

establishing a communication between a consumer of medical services and a provider of medical services based on a request from the consumer of medical services to consult with a medical provider;

establishing a record based on the established communication;

prompting the service provider to furnish an electronic summary of the communication; and

providing a payment to the service provider after receipt of the electronic summary.

8. The computer-implemented method of claim 7, wherein providing payment to the service provider comprises:

determining if an electronic summary of the communication has been completed; and

if the electronic summary has been completed releasing payment to the service provider for the services.

9. The computer-implemented method of claim 7, further comprising:

determining if an elapsed time since the communication between the consumer of medical services and the provider of medical services is greater than a threshold; and

if the elapsed time is greater than the threshold,

sending a message indicating that payment to the medical service provider for the communication is being withheld.

10. A computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to:

receive a request from a consumer of medical services to consult with a medical provider;

establish a telephone-based communication over a telephone-based communication channel between the consumer of medical services and a provider of medical services based on the received request;

establish a record based on the communication;

prompt the provider to furnish an audio message related to the telephone-based communication after the consumer disconnects from the telephone-based communication;

receive and recording the audio message from the provider after the consumer disconnects from the telephone-based communication without disconnecting the provider from the telephone-based communication channel established between the consumer and the provide; and

associate the audio message with the established record.

11. The computer program product of claim 10 further comprising instructions to record the audio message without first disconnecting the service provider from the communication channel between the consumer and the provider.

12. The computer program product of claim 10 further comprising instructions to:

retrieve the record of the engagement from a memory;

replay the audio message; and

prompt the service provider to provide a written summary of the engagement.

13. The computer program product of claim 10 further comprising instructions to:

prompt the service provider to furnish an electronic summary of the communication; and

provide a payment to the service provider after receipt of the electronic summary.

14. The computer program product of claim 10 further comprising instructions to:

determine if an elapsed time since the communication between the consumer of medical services and the provider of medical services is greater than a threshold; and

if the elapsed time is greater than the threshold,

send a message indicating that payment to the medical service provider for the communication is being withheld.

15. An apparatus comprising:

a processor; and

a computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing the processor to;

receive a request from a consumer of medical services to consult with a medical provider;

establish a telephone-based communication over a telephone-based communication channel between the consumer of medical services and a provider of medical services based on the received request;

establish a record based on the communication;

prompt the provider to furnish an audio message related to the telephone-based communication after the consumer disconnects from the telephone-based communication;

receive and recording the audio message from the provider after the consumer disconnects from the telephone-based communication without disconnecting the provider from the telephone-based communication channel established between the consumer and the provide; and

associate the audio message with the established record.

16. The apparatus of claim 15 wherein the computer program further comprises instructions to record the audio message without first disconnecting the service provider from the communication channel between the consumer and the provider.

17. The apparatus of claim 15 wherein the computer program further comprises instructions to:

retrieve the record of the engagement from a memory;

replay the audio message; and

prompt the service provider to provide a written summary of the engagement.

18. The apparatus of claim 15 wherein the computer program further comprises instructions to:

prompt the service provider to furnish an electronic summary of the communication; and

provide a payment to the service provider after receipt of the electronic summary.

19. The apparatus of claim 15 wherein the computer program further comprises instructions to:

determine if an elapsed time since the communication between the consumer of medical services and the provider of medical services is greater than a threshold; and

if the elapsed time is greater than the threshold,

send a message indicating that payment to the medical service provider for the communication is being withheld.

20. A computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing a computer to:

prompt a medical service provider to provide an audio message related to a telephone based engagement with a consumer of medical services;

record an the audio message provided by the medical service provider;

associate the audio message with a record of the engagement.

retrieve the record of the engagement from a memory;

replay the audio message; and

prompt the medical service provider to generate a written summary of the engagement via a computer.

21. An apparatus comprising:

a processor; and

a computer program product residing on a computer readable medium for providing broker services to consumers and service providers, the computer program product comprising instructions for causing the processor to;

prompt a medical service provider to provide an audio message related to a telephone based engagement with a consumer of medical services;

record an the audio message provided by the medical service provider;

associate the audio message with a record of the engagement.

retrieve the record of the engagement from a memory;

replay the audio message; and

prompt the medical service provider to generate a written summary of the engagement via a computer.