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SmartIoTFlags by Mike Cairns from AT&T


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SmartIoTFlags by Mike Cairns from AT&T won the Telesign Prize ($125). Waiting in doctor’s offices sucks. Schedule your doctors appointments via chatbot and maintain realtime state of patient exam rooms using IoT Smart Flags. Presented at TADHack-mini Orlando 2019

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SmartIoTFlags by Mike Cairns from AT&T

  1. 1. IOT SMART ROOM FLAGS By Mike Cairns
  2. 2. WHO AM I? • Mike Cairns – Senior Contact Center Consultant • ~ 20 years of hands on technology experience mostly in Contact Center and Voice • I decided to participate in TADHack to challenge myself to apply new technology in ways that I don’t in my day to day work • I thought that I was going to be able to make it to Orlando to participate, but it overlapped my kids spring break • Why did I pick a healthcare use case? • Recent Cancer Survivor – During cancer treatment I spent many hours in hospitals and waiting rooms and I saw tons of problems that I feel could be solved with the right application of technology • I have experienced many house of frustration with various healthcare companies • I have been to the “best” healthcare providers in the country and even the best of the best still struggle with logistics
  3. 3. WHAT IS MY HACK? FUN WITH FLAGS Doctors visits are often a poor customer experience for patients. Why not use contact center technologies to improve patient experiences?
  4. 4. SMART HEALTHCARE IOT FLAGS 1. Match Patients with the right Healthcare at the right time 2. Knowing the room status is essential 3. Recommend Video Triage or Video Care via services such as Doctor on Demand during peak times 4. Use chatbots to get patients to the right healthcare worker for their situation (ER/Doctor/UrgentCare/PA)
  5. 5. TECHNOLOGY REQURIED 1. Room(Flag) State Database (AWS DynamoDB) 2. Patient State Database (AWS DynamoDB) 3. Lex Chatbots 4. SMS/FAX API for communication workflows (I couldn’t get into developer tools so I tested with Webtext API and AWS SNS) 5. NodeRed for the event driven data and dashboarding 6. ESP8266 IoT board or similar microcontroller board with wireless technology
  6. 6. GOALS OF PRODUCT • Patient Experience • Patient Gets improved customer experience through better communication • Mobile Alerts or SMS messages enable patient to get better estimated wait time (similar to restaurant waiting line paging technologies) • If there is a long wait at patient can reschedule to a more convenient time using a chatbot instead of talking to • Healthcare Provider Experience • Hospital administrators can reduce costs by staffing to the peaks better • Triage could be automated via chatbot questionnaires via SMS or Chat • Faxes and customer documents could be sent via secure chat and appended to medical record • Doctors could get “screnpop” data with key details about a patient right before entering Exam room to give customers a better experience and begin narrowing down a diagnosis based upon additional data
  7. 7. SMART IOT ROOM FLAGS FEATURES • Create Smart Flags to identify patient exam room availability and match that to patients • Create room status that can be reported on in real-time and trended over time • Apply Workforce management technologies to better staff to demands • Give patient more input on wait times such as patient ahead of you in line • Allow patient to reschedule via chatbot • Present Medical workers with “screen pop” of data passed via secured Chatbots
  8. 8. PATIENT EXPERIENCE Chatbot enablement of Appointments Give patient information in realtime
  9. 9. HEALTHCARE EXPERIENCE Send doctor notifications of patient labs via alerts so that they have context before walking into a patient exam room Alert hospital Triage when a customer waits are high and give customer the option to reschedule or send the customer for lab work while they based upon doctor recommendation Healthcare workers can continue to use flags as a visual indicator on room status, but the flags will be equipped with sensors to report room state
  10. 10. THE FLOW OF IOT DATA 1. Doctor/Nurse flips flags outside of room as normal 2. Sensors and a ESP8266 microcontroller send updates back to a gateway 3. Application Rules Engine determines what each flag state is and what room it represents 4. Real-time Patient State and Exam Room State are updated in real-time 5. Rules engine NodeRed can trigger workflows and/or chatbots 6. Chatbot interacts with either patient or medical staff based upon predetermined rules
  11. 11. SUMMARY • I wasn’t able to complete my hack in the 2 days allocated, but I was able to build several design documents and begin prototyping each of the technologies that I would use to implement this as a real product. • With more time I will complete this design and implement it as a cloud-based design with help from a few IoT microcontrollers and/or gateways.
  12. 12. THANK YOU!