Abstract:
A patient communication system and method which leverages mobile communication devices of patients. The system includes a computer of a healthcare provider for obtaining patient contact information associated with a patient from a patient record, and for sending an electronic message capable of receipt by a mobile communication device of the patient.

Description:
BACKGROUND 
       [0001]    Patient check-in can be a tedious process. When a patient visits a healthcare provider for a scheduled service, the patient typically must check-in with a receptionist. Often, a queue of patients at the front desk leads to a long and uncomfortable wait before the patient is greeted. Standing in line can be cumbersome, especially if the patient is sick. 
         [0002]    Patient check-in can be automated using self-service kiosks in healthcare provider offices. Patients may access their appointment records and register for appointments. 
         [0003]    Mobile communication devices, such as cellular telephones, personal digital assistants, and handheld computers have become ubiquitous in the last decade. A majority of mobile communication devices support text messaging via the short messaging system (SMS). Mobile communication devices also typically support web access and email. 
         [0004]    It would be desirable to provide a system for facilitating patient communication via a mobile communication device, for example, using text messaging, or combinations of text messaging, web access, and email. 
       SUMMARY 
       [0005]    A patient communication system and method are provided 
         [0006]    A patient communication system and method which leverages mobile communication devices of patients. The system includes a computer of a healthcare provider for obtaining patient contact information associated with a patient from a patient record, and for sending an electronic message capable of receipt by a mobile communication device of the patient. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0007]      FIG. 1  is a block diagram of a healthcare system. 
           [0008]      FIG. 2  illustrates an example work flow for checking in a patient via text messaging. 
           [0009]      FIG. 3  illustrates an example work flow with more interaction for checking in a patient via text messaging. 
       
    
    
     DETAILED DESCRIPTION 
       [0010]    With reference to  FIG. 1 , healthcare provider system  10  includes healthcare information system  12  and customer value management (CVM) system  14 . Healthcare information system  12  stores patient information. Healthcare information system  12  may include admission, discharge, and transfer (ADT) system  20  and scheduling system  22 . 
         [0011]    ADT system  20  includes patient records  21 . Patient records may include mobile phone numbers. Patients provide their mobile phone numbers if they wish to receive appointment reminders via mobile communication devices  40 . Pre-registration of mobile communication devices  40  provides a degree of built in security. 
         [0012]    Scheduling system  22  includes patient appointment schedules  23 . 
         [0013]    CVM system  14  executes record identifying software  24  and workflow identifying software  26 . Record identifying software  24  attempts to match patient records  21  to patient identifying information presented by patients during checking in. Record identifying software  24  performs the matching process in a way that satisfies a local security policy. The local security policy complies with the Health Insurance Portability and Accountability Act of 1996 (HIPAA). 
         [0014]    Workflow identifying software  26  examines the appointment schedule  23  of the patient in scheduling system  22 . Workflow  28  may present the patient with requests for information and present questions or guidance based upon the answers. Workflow identifying software  26  examines the purpose of a patient visit and identifies a workflow  28  based on the purpose. 
         [0015]    CVM system  14  additionally executes text messaging software  32 , web check-in software  34 , and email software  38 . Text messaging software  32  sends appointment reminders to mobile communication devices  40  of patients and receives patient response from mobile communication devices  40 . Reminders and responses are in the form of text messages, which may be communicated through one or more text messaging gateways  30  operated by a cellular communication provider. 
         [0016]    Web check-in software  34  processes check-in requests from users of kiosk  18  and mobile communication devices  40 . Mobile communication device  40  accesses web check-in software  34  through one or more internet gateways  36  operated by the cellular communication provider and internet  38 . 
         [0017]    Email software  38  generates and sends emails to patients, which may be received by mobile communication device  40  through internet  38  and internet gateway  36 . 
         [0018]    Text messaging software  32  or email software  38  may be used to communicate with a patient. Healthcare provider system  10  may initiate communication for various reasons, such as to remind a patient of an upcoming appointment, inform a patient of lab results, inform a patient of a change in treatment plan such as a new medication or drug regimen, inform a patient of time based events such as check ups or other appointments, or to inform a patient that a provider has not seen the patient for a long time. For purposes of this example embodiment, reminders via text messaging are illustrated. 
         [0019]    Text messaging software  32  obtains patient appointment details and a mobile phone number from healthcare information system  12  and sends a text message via text messaging gateway  30  to mobile communication device  40 . The text message may include questions, such as whether the patient would like to keep the appointment or change it. The time for sending the text message can be preset or computed based on one or more of the patient&#39;s preferences, the patients address, the type of appointment, or other patient data. 
         [0020]    The patient sends a text message containing a response. Further interaction with the patient is guided by a registration workflow. The patient and the text messaging software  32  exchange a series of text messages. Specific registration workflows can be customized to the needs of the healthcare provider office and the appointment in question and can be dynamically determined. 
         [0021]    Healthcare information system  12 , CVM system  14 , and mobile communication device  40  include computers with processors and memory for executing programs and storing data, although, healthcare information system  12  and CVM system  14  may be combined into a single computer. More than one healthcare information system  12  may be coupled to CVM system  14 . 
         [0022]    Healthcare information system  12  and CVM system  14  may be located at a healthcare provider office. If healthcare information system  12  is located externally, CVM system  14  may alternatively access healthcare information system  12  using several methods, including messaging, files, and other communication methods. A common standard for exchanging healthcare data between health care information systems is Health Level 7 (HL7). CVM system  14  can receive patient information and schedule information via messages formatted in HL7 from health care information system  12 . Alternatively, it can receive patient information via a flat file in a comma separated value (CSV) format. 
         [0023]    Healthcare provider system  10  may additionally include office computers  16  at the front desk and in examination rooms, and one or more check-in kiosks  18  in an office lobby. Healthcare information system  12 , customer value management CVM system  14 , office computers  16 , and kiosk  18  may all be connected via a network. 
         [0024]    Mobile communication device  40  may include a portable device, such as a cellular telephone, personal digital assistant, or handheld computer, which is capable of text messaging, accessing web pages, and emailing. These features are often ubiquitous, available in many mobile phones and devices. A patient may be required to pay a special fee to a cellular communication provider to enable these features. 
         [0025]    Mobile communication device  40  includes a display  42  for displaying messages and web pages and an input device  44 , such as a keypad or touchscreen, for typing or touching response messages or web page entries. 
         [0026]    A first example registration workflow is illustrated in  FIG. 2 , beginning with START  50 . In this example workflow, the patient is asked a series of questions. The questions are sent to the patient&#39;s mobile communication device  40  by text messaging software  32 . The patient replies to each question by sending a reply text message with a “yes” or “no” answer. The workflow and the questions asked are kept simple for the purpose of illustration. More complex workflows are envisioned. 
         [0027]    In step  52 , text messaging software  32  sends a text message to a patient&#39;s mobile communication device  40 . 
         [0028]    In step  54 , mobile communication device  40  displays the message, which includes a question asking the patient whether the patient would like to keep the scheduled appointment. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  56 . If the patient answers “yes”, operation continues to step  60 . 
         [0029]    In step  56 , text messaging software  32  receives the response text message from mobile communication device  40  and sends another text message. Mobile communication device  40  displays the message, which includes a question asking the patient to confirm that the appointment should be canceled or rescheduled. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  60 . If the patient answers “yes”, operation continues to step  58 . 
         [0030]    In step  58 , CVM system  14  initiates a cancellation or change of the appointment in healthcare information system. CVM system  14  may additionally initiate another workflow directed to rescheduling the appointment. 
         [0031]    In step  60 , text messaging software  32  receives the response text message from steps  54  or  56  and sends another text message. Mobile communication device  40  displays the message, which includes a question asking the patient whether the patient&#39;s address has changed. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  62 . If the patient answers “yes”, operation continues to step  64 . 
         [0032]    In step  62 , text messaging software  32  receives the response text message from step  60  and sends another text message. Mobile communication device  40  displays the message, which includes a question asking the patient whether the patient&#39;s insurance has changed. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  66 . If the patient answers “yes”, operation continues to step  64 . 
         [0033]    In step  64 , text messaging software  32  receives patient responses from steps  60  and  62  and sends a message. Mobile communication device  40  receives and displays the message, which includes an instruction to the patient to check in at the front desk of the healthcare provider. The receptionist may then assist the patient with updating of patient information. The message may also include directions to the healthcare provider. 
         [0034]    As illustrated here, any of the check-in workflows may include a combination of possible channels, including but not limited to, a call center, a front desk, a kiosk, and a portal through many types of communication methods, including text messaging, web page entries, and email. 
         [0035]    In step  66 , text messaging software  32  receives the response text message from step  62  and sends another text message. Mobile communication device  40  displays the message, which notifies the patient that the patient has successfully checked in. 
         [0036]    To augment the check-in experience, for example, with consideration given to customer preferences, text messaging software  32  may instead display a link to a check-in web page under the control of web check-in software  34 . 
         [0037]    Healthcare provider system  10  may follow up the exchange with a email message to the patient, which the patient may receive on mobile communication device  40   
         [0038]    With reference to  FIG. 3 , another example workflow with more patient interaction begins with START  70 . This workflow may be more suitable for mobile communication devices  40  which have large keypads that make text input easier, however, it may still be suitable for patients who are adept with text messaging on their mobile communication devices  40 , regardless of device type. 
         [0039]    In step  72 , text messaging software  32  sends a text message to a patient&#39;s mobile communication device  40 . 
         [0040]    In step  74 , mobile communication device  40  displays the message, which includes a question asking the patient whether the patient would like to keep the scheduled appointment. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  76 . If the patient answers “yes”, operation continues to step  80 . 
         [0041]    In step  76 , text messaging software  32  receives the response text message from mobile communication device  40  and sends another text message. Mobile communication device  40  displays the message, which includes a question asking the patient to confirm that the appointment should be canceled or rescheduled. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  80 . If the patient answers “yes”, operation continues to step  78 . 
         [0042]    In step  78 , CVM system  14  initiates a cancellation or change of the appointment in healthcare information system. CVM system  14  may additionally initiate another workflow directed to rescheduling the appointment. 
         [0043]    In step  80 , text messaging software  32  receives the response text message from steps  74  or  76  and sends another text message. Mobile communication device  40  displays the message, which includes the patient&#39;s address of record and a question asking the patient whether the patient&#39;s address is correct. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  84 . If the patient answers “yes”, operation continues to step  82 . 
         [0044]    In step  82 , text messaging software  32  receives the response text message from step  80  and sends another text message. Mobile communication device  40  displays the message, which includes an instruction to send a current address. The patient enters a response into mobile communication device  40  and sends the response as a text message. Operation loops back to step  80 . 
         [0045]    In step  84 , text messaging software  32  receives the response text message from step  80  and sends another text message. Mobile communication device  40  displays the message, which includes insurance information of record and a question asking the patient whether the patient&#39;s insurance has changed. The patient enters a response into mobile communication device  40  and sends the response as a text message. If the patient answers “no”, operation continues to step  88 . If the patient answers “yes”, operation continues to step  86 . 
         [0046]    In step  86 , text messaging software  32  receives the response text message from step  84  and sends another text message. Mobile communication device  40  displays the message, which includes an instruction to send current insurance information. The patient enters a response into mobile communication device  40  and sends the response as a text message. Operation loops back to step  84 . 
         [0047]    In step  88 , text messaging software  32  receives the response text message from step  84  and sends another text message. Mobile communication device  40  displays the message, which notifies the patient that the patient has successfully checked in. The message may also include directions to the healthcare provider. 
         [0048]    As with the workflow of  FIG. 2 , text messaging software  32  may instead display a link to a check-in web page under the control of web check-in software  34 . 
         [0049]    Healthcare provider system  10  may follow up the exchange with a email message to the patient, which the patient may receive on mobile communication device  40   
         [0050]    Advantageously, patients who check in remotely can avoid waiting in long lines at healthcare provider offices. Patients are engaged before they arrive at appointments, so questions about changes in a patient&#39;s address, insurance coverage, and other housekeeping matters may be handled remotely rather than at healthcare provider offices. 
         [0051]    The embodiments of  FIGS. 2 and 3  may be combined or customized to suit a particular patient&#39;s mobile communication device  40 , local, language, or comfort level in text messaging. In a different embodiment, a patient that has difficulty with text messaging may be differed to other means such as an operator or a front desk receptionist for handling the check-in process. Patient contact preferences may be stored in patient records  21  along with patient contact information. 
         [0052]    Although particular reference has been made to certain embodiments, variations and modifications are also envisioned within the spirit and scope of the following claims.