(19) United States
`(12) Patent Application Publication (10) Pub. No.: US 2003/0023458 A1
`(43) Pub. Date:
`Jan. 30, 2003
`Haines et al.
`
`US 20030023458A1
`
`(54) SYSTEM AND METHOD FOR PROVIDING
`MEDICAL CARE VIA A VIRTUAL CALL
`CENTER
`
`(75) Inventors: John Haines, Lantana, FL (US);
`Michael Burrow, Grayson, GA (US);
`John Peifer, Atlanta, GA (US);
`2:31;; EZFZETTi/EEZZZ
`
`Correspondence Address.
`THOMAS, KAYDEN’ HORSTEMEYER &
`RISLEY’ LLP
`100 GALLERIA PARKWAY, NW
`STE 1750
`ATLANTA, GA 303395948 (Us)
`
`(73) Assignee; Cyber_Care, Inc” 2500 Quantum Blvd”
`Boyton Beach, FL 33426 (Us)
`
`(21) Appl, No;
`
`09/917,359
`
`(22) Filed:
`
`Jul. 27, 2001
`
`Publication Classi?cation
`
`(51) Int. Cl.7 ................................................... .. G06F 17/60
`(52) US. Cl. ................................................................ .. 705/2
`
`(57)
`ABSTRACT
`A'systern and method for providing medical care to a patient
`via a virtual call center, regardless of the patient’s location
`and a medical care agent’s location, is disclosed. A patient
`digital processor alloWs a patient to provide a patient pro?le
`to the medical care system that is received by a medical care
`digital processor. A medical care agent digital processor
`alloWs a medical care agent to provide their characteristics
`to the medical care digital processor. Upon patient initiation,
`the medical care processor analyzes the patient pro?le to
`determine an appropriate medical care agent to address the
`patient’s medical queries. A connection is then made
`betWeen the patient digital processor and the medical care
`agent digital processor to alloW “real time” interaction.
`Additional medical care agents may be added to the con
`nection for additional rnedical analysis and input.
`
`MEDICAL CARE 1
`DIGITAL
`l
`PROCESSOR
`1
`§1
`'il?"
`
`LAY L 7
`
`MEDICAL T
`CARE CLIENT
`\
`n
`f
`
`.
`
`MEDICAL CARE
`AGENT DIGITAL
`PROCESSOR
`55?
`A
`
`PAT|ENT
`D|G|TAL
`PROCESSOR
`63
`I
`
`M
`
`,
`
`V
`
`10o
`/
`
`' MEDICAL CARE
`AGENT CLIENT
`g
`t
`
`V
`
`COMMUNICATION LINK ?
`
`PATIENT
`CLIENT
`g
`
`L —iSERVER
`
`FT'E
`L
`
`D.P.
`E
`
`up.
`a
`
`L Jr
`
`D.P.
`@
`
`TELADOC Exhibit 1004, Page 1 of 11
`
`

`
`Patent Application Publication
`
`Jan. 30, 2003 Sheet 1 of 4
`
`US 2003/0023458 A1
`
`2:
`
`
`
`N_Cwmm_OO.mn_m_0wwmOOm_n_
`
`mmmm
`
`
`
`»zm_:.<n_mm<o._<o_om_s_
`
`
`
`
`
`pzm__.En_mm<o._<u_nms_
`
`
`
`
`
`._<:o_o._<:w_n_»zmo<
`
`
`
`mm<o._<o_n_ms_
`
`._<:0_n_
`
`5mommmoomm
`
`lJsa\
`
`._<o_nm_s_
`
`HA
`
`
`
` HmH»zm__._o»zm_._o.pzm_o<
`
`
`i
`fir!
`
`H»zm_._omm<o
`
`mm_>mmm
`
`fin.
`
`
`
`:2...zoF<o_z=s_s_oo
`
`_..0_n_
`
`/.
`
`.n_.n_
`
`mm
`
`mm_>mm_mMJ1
`
`mm
`
`.3
`
`mm
`
`.3
`
`mm
`
`TELADOC Exhibit ‘I004, Page 2 of 11
`
`TELADOC Exhibit 1004, Page 2 of 11
`
`
`
`
`

`
`Patent Application Publication
`
`Jan. 30, 2003 Sheet 2 0f 4
`
`US 2003/0023458 Al
`
`
`
`
`
`mowwwoomm $265 $20 ._<o_nm__>_
`
`mm
`
`N .9“
`
` mm m w mwé?g mmsstow "5.30528
`
`
`
`$26 .265:
`2596 2560mm.
`
`@5052
`
`TELADOC Exhibit 1004, Page 3 of 11
`
`

`
`Patent Application Publication
`
`Jan. 30, 2003 Sheet 3 0f 4
`
`US 2003/0023458 A1
`
`MEDICAL CARE DIGITAL PROCESSOR “2
`RECEIVES NOTIFICATION THAT THE _/
`MEDICAL CARE AGENT HAS
`LoGGED ON
`
`CHARACTERISTICS OF THE MEDICAL
`CARE AGENT ARE SPECIFIED AND
`RECEIVED BY THE MEDICAL CARE J
`DIGITAL PROCESSOR WHICH IS
`STORED IN THE DATABASE BY THE
`PROGRAM CONTROLLER
`
`104
`
`I
`I MEDICAL CARE AGENT WAITS FOR A I
`, PATIENT QUERY THAT IS RECEIVED
`BY THE MEDICAL CARE DIGITAL
`PROCESSOR
`
`106
`
`81
`
`FIG. 3
`
`TELADOC Exhibit 1004, Page 4 of 11
`
`

`
`Patent Application Publication
`
`Jan. 30, 2003 Sheet 4 0f 4
`
`US 2003/0023458 A1
`
`112
`
`PATIENT LOGS ON
`
`I
`1
`
`114
`F
`PATIENT PRESENTS
`THEMSELVES TO THE /
`l
`
`SYSTEM
`
`116
`PATIENT'S PROFILE IS J
`ANALYZED
`
`I
`
`I
`MEDICAL CARE AGENT
`DIGITAL PROCESSOR
`SELECTS A SPECIFIC AGENT
`TO RECEIVE PATIENT
`QUESTION OR CAREGIVER
`REFERRAL
`
`118
`
`122
`
`I
`MEDICAL CARE CPU
`CONNECTS THE PATIENT TO /
`AN APPROPRIATE MEDICAL
`CARE AGENT
`‘\
`100
`
`FIG. 4
`
`TELADOC Exhibit 1004, Page 5 of 11
`
`

`
`US 2003/0023458 A1
`
`Jan. 30, 2003
`
`SYSTEM AND METHOD FOR PROVIDING
`MEDICAL CARE VIA A VIRTUAL CALL CENTER
`
`FIELD OF THE INVENTION
`[0001] The present invention generally relates to virtual
`networking and, more particularly, is related to a system and
`method for providing medical care to a patient seeking
`medical information via a virtual call center having intelli
`gent call routing.
`
`BACKGROUND OF THE INVENTION
`[0002] With the advancement of medical treatment meth
`ods and devices, medical care has become of vital impor
`tance in assuring maximum patient recovery. What Was once
`a ?eld characteriZed by the use of liquids and pills has
`advanced to a ?eld characteriZed by the use of electronic
`devices and complicated mechanical devices.
`[0003] Patient inquiries regarding medical treatment
`methods and devices are typically placed to a call center
`Where trained medical care agents are physically located and
`may be questioned. A call director unit, Which is capable of
`determining an appropriate medical care agent to receive an
`incoming call, typically receives an incoming call placed to
`the call center. The call director unit is capable of associating
`a patient’s identi?cation With a patient pro?le that may
`contain information regarding the current patient’s prescrip
`tion. This information may then be used to assist in assigning
`an appropriate trained medical care agent to ansWer patient
`questions. As an example, a patient pro?le may indicate that
`the patient is currently prescribed allergy medicine, after
`Which a medical care agent familiar With such allergy
`medicines and possible side effects may be selected by the
`call director unit, to address patient concerns. In response,
`the medical care agent typically pulls pertinent information
`Within the patient’s pro?le prior to speaking With the patient.
`[0004] Unfortunately, medical care agents that Work for
`call centers typically Work from a central call center loca
`tion. HoWever, in accordance With the job requirements of a
`medical care agent, it does not seem necessary for the
`medical care agent to Work from any speci?c location. In
`fact, a medical care agent may be more effective if they
`could Work from alternate locations, thereby making more
`ef?cient use of their time.
`
`SUMMARY OF THE INVENTION
`[0005] The present invention provides a system and
`method for providing a patient With medical care via a
`medical care agent Wherein both the medical care agent and
`the patient use of a virtual call center having intelligent call
`routing.
`[0006] Generally, the system provides a patient With medi
`cal care regardless of the patient’s location and a medical
`care agent’s location. A patient digital processor alloWs a
`patient to provide a patient pro?le to the system that is
`received by a medical care digital processor. A medical care
`agent digital processor alloWs a medical care agent to
`provide their characteristics to the medical care digital
`processor. Upon patient initiation, the medical care proces
`sor analyZes the patient pro?le to determine an appropriate
`medical care agent to address the patient’s medical queries.
`Aconnection is then made from the patient digital processor
`to the medical care agent digital processor to alloW “real
`time” interaction.
`
`[0007] The present invention can also be vieWed as pro
`viding a method for providing a patient With a medical care
`agent, via use of a virtual call center having intelligent call
`routing. In this regard, the method can be broadly summa
`riZed by the folloWing steps: creating a patient pro?le;
`characteriZing a medical care agent; analyZing the patient’s
`pro?le to ?nd an appropriate medical care agent to address
`the question upon presentation of the patient to the medical
`care system; and, connecting the patient to the appropriate
`medical care agent regardless of Where the patient and
`medical care agent are located.
`
`[0008] The invention has numerous advantages, a feW of
`Which are delineated hereafter as examples. Note that the
`embodiments of the invention, Which are described herein,
`possess one or more, but not necessarily all, of the advan
`tages set out hereafter.
`
`[0009] One advantage of the invention is that a medical
`care agent can communicate With a patient from any loca
`tion.
`
`[0010] Another advantage of the invention is that due to
`medical care agent availability no longer being limited to
`When the agent is physically located at a call center, the
`availability of medical care agents is potentially unlimited.
`
`[0011] Another advantage is that the invention provides a
`method for care agents to be located anyWhere and still be
`included in the call routing process as available resources.
`
`[0012] Other features and advantages of the present inven
`tion Will become apparent to one With skill in the art upon
`examination of the folloWing draWings and detailed descrip
`tion. It is intended that all such additional features and
`advantages be included herein Within the scope of the
`present invention, as de?ned by the accompanying claims.
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`[0013] The invention can be better understood With refer
`ence to the folloWing draWings. The components in the
`draWings are not necessarily to scale, emphasis instead
`being placed upon clearly illustrating the principles of the
`present invention. Moreover, in the draWings, like reference
`numerals designate corresponding parts throughout the sev
`eral vieWs.
`
`[0014] FIG. 1 is a block diagram illustrating use of the
`medical care system Within a typical Internet based system.
`
`[0015] FIG. 2 is a block diagram that further illustrates the
`medical care digital processor of FIG. 1.
`
`[0016] FIG. 3 is a How chart that illustrates functionality
`performed by the medical care system of FIG. 1 to enable
`availability of a medical care agent.
`
`[0017] FIG. 4 is a How chart that illustrates functionality
`performed by the medical care system of FIG. 1 in provid
`ing a patient With medical care.
`
`DETAILED DESCRIPTION OF THE
`PREFERRED EMBODIMENT
`
`[0018] The medical care system of the present invention
`can be implemented in softWare, ?rmWare, hardWare, or a
`combination thereof. In the preferred embodiment of the
`invention, Which is intended to be a non-limiting example,
`the system is partially implemented in softWare and partially
`
`TELADOC Exhibit 1004, Page 6 of 11
`
`

`
`US 2003/0023458 A1
`
`Jan. 30, 2003
`
`implemented in hardware. The softWare-portion of the sys
`tem is executed by a computer, for example, but not limited
`to, a server, a personal computer, Workstation, mini com
`puter, or mainframe computer.
`
`[0019] The softWare-based portion of the system, Which
`comprises an ordered listing of executable instructions for
`implementing logical functions, can be embodied in any
`computer-readable medium for use by, or in connection
`With, an instruction execution system, apparatus, or device
`such as a computer-based system processor-containing sys
`tem, or other system that can fetch the instructions from the
`instruction execution system, apparatus, or device and
`execute the instructions. In the context of this document, a
`“computer-readable medium” can be any means that can
`contain, store, communicate, propagate or transport the
`program for use by or in connection With the instruction
`execution system, apparatus or device. The computer-read
`able medium can be, for example, but not limited to, an
`electronic, magnetic, optical, electromagnetic, infrared, or
`semiconductor system, apparatus, device, or propagation
`medium. More speci?c examples (a nonexhaustive list) of
`the computer-readable medium Would include the folloW
`ing: an electrical connection (electronic) having one or more
`Wires, a portable computer diskette (magnetic), a random
`access memory (RAM) (electronic), a read-only memory
`(ROM) (electronic), an erasable programmable read-only
`memory (EPROM or Flash memory) (electronic), an optical
`?ber (optical), and a portable compact disk read-only
`memory (CD ROM) (optical). Note that the computer
`readable medium could even be paper or another suitable
`medium upon Which the program is printed, as the program
`can be electronically captured, via for instance, optical
`scanning of the paper or other medium, then compiled,
`interpreted or otherWise processed in a suitable manner, if
`necessary, and then stored in a computer memory.
`
`[0020] Preferably, the medical care system of the present
`invention is implemented With use of the Internet. As such,
`a brief description and explanation of terms associated With
`the Internet folloW. It should be noted that While the medical
`care system is implemented With use of the Internet, the
`system need not be provided via use of a Web broWser, but
`instead, an alternate user interface may be used. Further, the
`medical care system may instead be implemented With use
`of an Intranet.
`
`[0021] A broWser, or “Web” broWser, alloWs for simple
`graphical user interface (GUI) access to netWork servers,
`Which support documents formatted as so-called Web pages.
`The World Wide Web (WWW), or “Web”, is a collection of
`servers on the Internet that utiliZe a Hypertext Transfer
`Protocol (HTTP), Which is an application protocol that
`provides users access to ?les (Which can be in different
`formats such as text, graphics, images, sound, video, etc.)
`using a Standard Generalized Markup Language (SGML),
`Which is an information management standard for providing
`platform-independent and application-independent docu
`ments that retain formatting, indexing, and linking informa
`tion. SGML provides a grammar-like mechanism for users
`to de?ne the structure of their documents and the tags they
`Will use to denote the structure in individual documents. The
`page description language knoWn as Hypertext Markup
`Language (HTML) is an application of SGML. HTML
`
`provides basic document formatting of text and images and
`alloWs the developer to specify hyperlinks, or “links,” to
`other servers and ?les.
`
`[0022] Use of an HTML-compliant client, such as a Web
`broWser, involves speci?cation of an address via a Uniform
`Resource Locator (URL). Upon such speci?cation, the client
`makes a transmission control protocol/Internet protocol
`(TCP/IP) request to the server identi?ed in the URL and
`receives a “Web page” (namely, a document formatted
`according to HTML) in return.
`[0023] Electronic mail (e-mail) is another important part
`of online activity. Conventional e-mail is the exchange of
`text messages and computer ?les over a communications
`netWork, such as a local area netWork (LAN) or the Internet,
`usually betWeen computers or terminals. Routing of email
`on the Internet is typically accomplished through the use of
`a protocol for sending messages called the simple mail
`transfer protocol (SMTP).
`[0024] By Way of example and illustration, FIG. 1 illus
`trates an Internet based system that may operate using a
`TCP/IP protocol, upon Which the medical care system 100 of
`the present invention may be implemented. It should be
`noted that While the present disclosure provides implemen
`tation of the medical care system 100 Within an Internet
`based system, the medical care system 100 need not be
`provided via use of the Internet. Instead, one of reasonable
`skill in the art Will appreciate that the medical care system
`100 may be implemented in connection With other mediums,
`such as, for example, but not limited to, a local area netWork
`(LAN), or Wide area netWork
`Further, in accordance
`With an alternative embodiment of the invention, the medi
`cal care system 100 may also utiliZe a multi-point control
`unit (MCU), Wherein video conferencing systems located at
`several locations may be interconnected for conferencing
`betWeen users, as described hereinbeloW. The MCU pro
`vides for online consultation and referral capability among
`multiple caregivers. As knoWn in the art, to initiate a
`conference using a MCU, a session host dials a number or
`makes some other appropriate connection such as a TCP/IP
`link, and then presents a conference identi?er. The MCU
`then automatically sets up the conference and establishes
`TCP/IP connections to each user. Alternatively, users may
`then join the conference by dialing an access number to the
`MCU for instantaneous connection.
`[0025] Referring to FIG. 1, a plurality of netWorks 21a,
`21b are shoWn Wherein each netWork 21 includes multiple
`digital processors 33, 35, 37. Digital processors 33, 35, 37
`Within each netWork 21 are or may include, but are not
`limited to, personal computers, mini computers, laptops, and
`the like. Each digital processor 33, 35, 37 is typically
`coupled to a host processor, or server 31a, 31b for commu
`nication among processors 33, 35, 37 Within the speci?c
`corresponding netWork 21.
`
`[0026] The host processor, or server, 31 is coupled to a
`communication link 41 that interconnects or links the net
`Works 21a, 21b to each other, thereby forming an Internet.
`As such, each of the netWorks 21a, 21b are coupled along
`the communication link 41 to enable access from a digital
`processor 33a, 35a, 37a of one netWork 21a to a digital
`processor 33b, 35b, 37b of another netWork 21b.
`[0027] Various end-user clients 51, 61, tWo of Which are
`shoWn as an example, speci?cally, a medical care agent
`
`TELADOC Exhibit 1004, Page 7 of 11
`
`

`
`US 2003/0023458 A1
`
`Jan. 30, 2003
`
`client 51 and a patient client 61, are linked to the commu
`nication link 41, thus providing a medical care agent and a
`patient With access to the Internet. A medical care agent
`digital processor 53 is coupled to the medical care agent
`client 51 for purposes of alloWing a medical care agent to
`interact With patients via the Internet, as is further explained
`hereinbeloW. Likewise, a patient digital processor 63 is
`coupled to the patient client 61 for purposes of alloWing a
`patient to interact via the Internet, as is further explained
`hereinbeloW.
`
`[0028] In accordance With the preferred embodiment of
`the invention, a medical care digital processor 81 is con
`nected to the Internet via a medical care client 71. The
`medical care digital processor 81 stores both patient and
`medical care agent information, as described With reference
`to FIG. 2 hereinbeloW. Logic for implementation of the
`medical care system 100 is provided by a softWare program
`located Within the medical care digital processor 81, Which
`is operated on and connected, via the medical care client 71,
`to the Internet for communication among the various net
`Works 21a, 21b and/or digital processors 33, 35, 37 and
`other end-users connected to the Internet via respective
`end-user clients 51, 61. In accordance With the preferred
`embodiment of the invention, the medical care client 71 may
`run WindoWs NT or other platforms to support operation of
`the present medical care system 100. The netWorks used by
`the medical care system 100 may optionally be secure and
`encrypted for purposes of ensuring the con?dentiality of
`information transmitted Within and betWeen the netWorks
`21a, 21b.
`
`[0029] FIG. 2 is a block diagram that further illustrates the
`medical care digital processor 81 of FIG. 1. It should be
`noted that the folloWing structure of the medical care digital
`processor 81 is characteristic of the other digital processors
`53, 63, 33, 35, 37 Within the medical care system 100. As
`shoWn by FIG. 2, the medical care digital processor 81
`comprises a memory 83 having a program controller 85 and
`medical care system softWare 87 stored therein. The pro
`gram controller 85 is capable of performing functionality
`required by the medical care system 100, in addition to
`locating and updating data, as described in detail hereinbe
`loW. The medical care digital processor 81 also comprises a
`medical care digital processor database 89 for storing patient
`and medical care agent information, as further described
`hereinbeloW.
`
`[0030] FIG. 3 is a How chart that illustrates functionality
`performed by the present medical care system 100 to enable
`availability of a medical care agent. With regard to the How
`charts of FIGS. 3 and 4, each block represents a module,
`segment, or portion of code, Which comprises one or more
`executable instructions for implementing the speci?ed logi
`cal function(s). In some alternate implementations, the func
`tions noted in the blocks may occur out of the order noted.
`For example, tWo blocks shoWn in succession may in fact be
`executed in the reverse order, depending upon the function
`ality involved.
`
`[0031] As shoWn by block 102, the medical care digital
`processor 81 receives noti?cation that the medical care agent
`has logged onto the medical care system 100 via the medical
`care agent digital processor 53. It should also be noted that
`standard login procedures may be used by the present
`medical care system 100 to con?rm identity of the medical
`
`care agent, and, therefore, such login procedures are not
`further discussed herein. In accordance With the preferred
`embodiment of the invention, the medical care system 100
`is supported and maintained via the medical care digital
`processor 81, Which de?nes functionality of the medical care
`system 100.
`[0032] As shoWn by block 104, the characteristics of the
`medical care agent are then speci?ed by the medical care
`agent via the medical care agent digital processor 53, and
`received by the medical care digital processor 81. Speci?
`cation may, of course, be provided by someone besides the
`medical care agent. The characteristics of the medical care
`agent are, in turn, stored in the medical care digital processor
`database 89 by the program controller 85. Such character
`istics may include, but are not limited to, area(s) of exper
`tise, geographic coverage of their medical license, insurance
`company af?liation, etc. Preferably, the medical care agent’s
`area(s) of expertise are directly related to the desired pur
`pose of providing the medical care system 100. As an
`example, if the desired purpose of providing the medical
`care system 100 is to provide patient care for medical
`devices and prescriptions related to allergens, the medical
`care agent may specify Whether they are a pharmacist or a
`doctor specialiZing in testing patients for allergies. The
`identi?cation and area(s) of expertise of the medical care
`agent may be stored Within the medical care database 89 for
`future use as described hereinbeloW, With reference to FIG.
`4. Preferably, the identi?cation and area of expertise of the
`medical care agent are prestored in tabular form such that all
`medical care agents Within a speci?c area of expertise may
`be quickly identi?ed upon patient request.
`
`[0033] An agent Who has stored his characteristics in the
`database 89 may then log on to the medical care system 100
`at any time and become an available resource. As shoWn by
`block 106, the medical care agent Waits for a patient query
`to be transferred to him/her after the medical care digital
`processor 81 receives the query from the patient. As such,
`the medical care agent is placed on a holding period until the
`medical care system 100, via the medical care digital pro
`cessor 81 contacts him/her With a patient query. A thorough
`explanation of hoW the medical care system 100 contacts the
`agent When the medical care digital processor 81 receives
`the patient query is provided With reference to FIG. 4. This
`holding period procedure is bene?cial since a medical care
`agent may perform other functions While remaining avail
`able for a potential patient to contact them via the medical
`agent digital processor 53. As an example, call queuing may
`take place Within the holding period, Wherein a call Waiting
`notice may be posted to the screen of a nurse Who is meeting
`With another patient at the time of contact by the medical
`care system 100. The nurse may then either, take the call
`immediately, refuse the call, send a notice to the Waiting
`caller stating that a response Will happen momentarily, or
`may sWitch betWeen callers by placing one on hold.
`
`[0034] FIG. 4 is a How chart that illustrates functionality
`performed by the present medical care system 100 in pro
`viding a patient With medical care. As shoWn by block 112,
`a patient ?rst logs on to the medical care system 100 via the
`patient client 61, using the patient digital processor 63. As
`With reference to a medical care agent, standard log on
`procedures may be used by the present medical care system
`100 to con?rm identity of the patient, and therefore, such log
`on procedures are not discussed herein.
`
`TELADOC Exhibit 1004, Page 8 of 11
`
`

`
`US 2003/0023458 A1
`
`Jan. 30, 2003
`
`[0035] As shown by block 114, the patient may then
`present themselves to the system 100 via their digital
`processor 63. Presentation of a patient to the system 100
`signi?es that the patient has a medical question to ask.
`Different methods may be used to present the patient to the
`system 100. As an example, the TCP/IP address of a patient
`pro?le may be transmitted from the patient digital processor
`63, via the patient client 61, to the medical care digital
`processor, Where the TCP/IP address relates to a location
`Within the medical care digital processor database 89. Alter
`natively, a patient pro?le may be stored Within the patient
`digital processor 63 and transmitted to the medical care
`digital processor 81.
`[0036] The patient’s pro?le is then analyZed by the medi
`cal care memory 83, in order to associate a medical care
`agent Within the patient’s pro?le, Whose characteristics are
`best suited to the needs of the patient, and Who is also
`available (e.g., online) at the time of patient presentation. As
`described With reference to FIG. 3, the appropriate medical
`care agent area of expertise is correlated to a group of
`medical care agents. As shoWn by block 118, the medical
`care memory 83 then selects a speci?c medical care agent to
`receive the patient question or caregiver referral. Preferably,
`selection of a medical care agent is performed by determin
`ing Which medical care agent has been logged onto the
`medical care system 100 for the longest period of time,
`Without receiving a patient call. As shoWn by block 122, the
`medical care memory 83 then connects the patient to an
`appropriate medical care agent, via the medical care agent
`client 51 and digital processor 53.
`
`[0037] After addressing a medical issue With a patient, a
`medical care agent may determine that a patient needs
`further medical analysis, or attention from a different medi
`cal care agent having more knoWledge or experience Within
`a speci?c medical area. In addition, a medical care agent
`may Wish to receive a second opinion on a medical matter.
`Where the medical care agent Wishes to receive a second
`opinion, the medical care agent may submit a request to the
`system 100, via their medical care agent digital processor
`53, requesting the attendance of another medical care agent
`having the necessary medical expertise. As a result, a second
`medical care agent is connected With the ?rst medical care
`agent and the patient, so that communication betWeen all
`three parties is possible. Of course, more parties may be
`brought into the conference in accordance With the medical
`needs of the patient.
`
`[0038] If, instead, a ?rst medical care agent Wishes for the
`patient to receive medical attention from a different medical
`care agent (a second medical care agent), the ?rst medical
`care agent may submit a request to the system 100 for the
`second medical care agent. Speci?c reference to the second
`medical care agent may be performed by, for example, but
`not limited to, presenting the second agent’s name Within the
`request to the system 100. If the second medical care agent
`is available (e.g., online) the system 100 connects the
`identi?ed second medical care agent With the ?rst medical
`care agent and the patient. For purposes of illustration, an
`example of When a ?rst medical care agent may request that
`a client receive medical attention from a second medical
`care agent is When the ?rst agent has analyZed the client’s
`medical condition and is prescribing a particular medication.
`When the second agent is connected to the ?rst agent and the
`client, the ?rst agent can inform the second agent, in this
`
`case a pharmacist, of a prescription that needs to be ?lled,
`after Which the second agent may ?ll the prescription and
`send it to the patient.
`
`[0039] In accordance With an alternate embodiment of the
`invention, the stored characteristics of the patient may be
`used to ?nd the best matching characteristics of the online
`medical care agents such that an automatic caregiver best
`match is accomplished Without patient data entry.
`[0040] Preferably, the medical care agent digital processor
`53 provides visual, textual, and vocal capabilities, such that
`the medical care agent may communicate With the patient
`via means similar to that used by the patient digital processor
`63. It should also be noted that, like the medical care agent,
`the patient may interact With the present medical care system
`100 from different locations, since the patient digital pro
`cessor may be mobile, or the patient may have numerous
`digital processors at separate locations.
`[0041] In accordance With a ?rst alternative embodiment
`of the invention, a patient pro?le is maintained Within the
`medical care digital processor database 89. Accordingly,
`When a patient logs onto the medical care system 100, Which
`is maintained by the medical care digital processor 81, the
`patient is required to ansWer a series of questions directed
`toWard determining potential medical devices, services and
`prescriptions Which may require medical care at a future
`date. OtherWise, this may be entered on behalf of the patient
`by a caregiver. The accumulated patient information is then
`stored Within a patient pro?le.
`[0042] After the patient pro?le has been created, Whenever
`a patient logs on to the medical care system 100, the medical
`care digital processor 81 automatically links the patient to an
`appropriate medical care agent that has the necessary exper
`tise to ansWer the patient-provided question or, to address
`the medical conditions of the patient Which have been
`previously determined by the patient’s ansWers to the series
`of questions.
`[0043] As an example, if the medical care system 100 is
`used for providing medical care to patients With heart
`problems, the medical care digital processor database 89
`may store a patient’s recent blood pressure, name, address
`and data regarding cardiograph readings. In response, When
`a patient logs onto the medical care system 100, the medical
`care digital processor 81 automatically routes all patient
`queries to an appropriate medical care agent digital proces
`sor 53, such that the best suited medical care agent responds
`to the patient’s needs. It should be noted that the number of
`patients and medical care agents may differ in accordance
`With the purpose of the medical care system 100.
`[0044] In accordance With a second alternate embodiment,
`medical care agents are not required to specify their area of
`expertise after logging into the medical care system 100.
`Instead, all medical care agent information regarding areas
`of expertise is predetermined and stored Within the medical
`care digital processor database 89. Predetermination of a
`medical care agent’s areas of expertise may be performed
`via e-mail, telephone, fax or any means of communication
`Wherein the medical care agent can specify pertinent infor
`mation to a medical care system representative. The medical
`care system representative then enters, and stores, informa
`tion regarding each medical care agent’s speci?c areas of
`expertise Within the medical care digital processor database
`89.
`
`TELADOC Exhibit 1004, Page 9 of 11
`
`

`
`US 2003/0023458 A1
`
`Jan. 30, 2003
`
`[0045] It should be emphasized that the above-described
`embodiments of the present invention, particularly, any
`“preferred” embodiments, are merely possible examples of
`implementations, merely set forth for a clear understanding
`of the principles of the invention. Many variations and
`modi?cations may be made to the above-described embodi
`ment(s) of the invention Without departing substantially
`from the spirit and principles of the invention. All such
`modi?cations and variations are intended to be included
`herein Within the scope of this disclosure and the present
`invention and protected by the following claims.
`The folloWing is claimed:
`1. A system for providing medical care to a patient via a
`virtual call center, comprising:
`at least one