WO2022118080A1

WO2022118080A1 - System and method for service management and monitoring of instruments in healthcare organizations

Info

Publication number: WO2022118080A1
Application number: PCT/IB2021/050200
Authority: WO
Inventors: A. Suresh
Original assignee: Suresh A
Priority date: 2020-12-01
Filing date: 2021-01-13
Publication date: 2022-06-09

Abstract

A system (10) for service monitoring and management of instruments is disclosed. The system includes a processing subsystem (20) including a registration module (40) to register the instruments associated with healthcare organizations by receiving corresponding details. The processing subsystem includes a breakdown monitoring module (60) to monitor breakdown call in real time based on the corresponding details and an IOT unit. The breakdown monitoring module tracks movement of the instruments or premises change by collecting latitude and longitude of the earth. The processing subsystem includes a complain registration module (80) to register a complain regarding fault based on the breakdown call and tracked movement. The processing subsystem includes an interaction module (90) to generate interactive instructions to assign a repair technician based on the corresponding details and the complaint. The processing subsystem includes a performance evaluation module (100) to evaluate performance of the repair technician by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding instrument.

Description

SYSTEM AND METHOD FOR SERVICE MANAGEMENT AND MONITORING OF INSTRUMENTS IN HEALTHCARE ORGANIZATIONS

This International Application claims priority from a Patent application filed in India having Patent Application No. 202041052332, filed on December 01, 2020, and titled “SYSTEM AND METHOD FOR SERVICE MANAGEMENT AND MONITORING OF INSTRUMENTS IN HEALTHCARE ORGANIZATIONS”.

FIELD OF INVENTION

Embodiments of the present disclosure relate to instrument management and monitoring and more particularly to a system and a method for service management and monitoring of instruments in health organizations.

BACKGROUND

All the healthcare organizations such as hospitals or laboratories are using the medical devices/equipment/instruments to test human to find the deceases/disorders in it. Medical devices collect, monitor, and display various aspects associated with a patient's physiology. During the checking/instrument running time, sudden breakdowns occurs to the instrument which user cannot solve at his/her level, due to some highly technical error. To rectify the issue, user contacting either local biomedical engineer or company service team where the instrument was purchased originally for the immediate service. Some time, local biomedical engineer in the laboratory/hospital solves the issues and in many cases company service team visit is required to rectify the issue/breakdown and make the instrument in uptime for testing. To contact local biomedical engineer/company service team to address such issues are manual process been maintaining presently and no proper systematic way of tracking in the customer/User/Dealer end for all the service Related issues. In some cases, company service team is unable to reach on time and solve the issue within the TAT and lab suffers to run the samples and provide the reports to the patients on time. Due to this service/breakdown issues, laboratory/hospital is unable to run blood samples and outsourcing the same to provide the report to the patients within the time limit. However, such process affects the laboratory/hospital revenue further. With advancement in technology, there is known a technique for notifying a maintenance system of a faulty part, confirming a stock of the faulty part, and arranging personnel necessary for the replacement of parts through the system. However, such systems do not provide proper monitoring of the repair schedules and it has been difficult to appropriately perform the above-described treatment.

Hence, there is a need for an improved system and method for service monitoring and management of instruments in healthcare organizations to address the aforementioned issue(s).

BRIEF DESCRIPTION

In accordance with an embodiment of the present disclosure, a system for service monitoring and management of instruments in healthcare organizations is provided. The system includes a processing subsystem hosted on a server and configured to execute on a network to control bidirectional communications among a plurality of modules. The processing subsystem includes a registration module configured to register the one or more instruments associated with one or more healthcare organizations by receiving a corresponding plurality of details. The processing subsystem also includes a breakdown monitoring module configured to monitor breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit in communication with the one or more instruments. The breakdown monitoring module is also configured to track movement of the one or more instruments or premises change by collecting latitude and longitude of the earth. The processing subsystem further includes a complain registration module configured to register a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module. The processing subsystem further includes an interaction module configured to generate one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module. The processing subsystem further includes a performance evaluation module configured to evaluate performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair.

In accordance with another embodiment of the present disclosure, a method for service monitoring and management of instruments in healthcare organizations. The method includes registering, by a registration module, the one or more instruments associated with one or more healthcare organizations by receiving a corresponding plurality of details. The method also includes monitoring, by a breakdown monitoring module, breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit in communication with the one or more instruments. The method further includes tracking, by a breakdown monitoring module, movement of the one or more instruments or premises change by collecting latitude and longitude of the earth. The method further includes registering, by a complain registration module, a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module. The method further includes generating, by an interaction module, one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module. The method further includes evaluating, by a performance evaluation module, performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair.

To further clarify the advantages and features of the present disclosure, a more particular description of the disclosure will follow by reference to specific embodiments thereof, which are illustrated in the appended figures. It is to be appreciated that these figures depict only typical embodiments of the disclosure and are therefore not to be considered limiting in scope. The disclosure will be described and explained with additional specificity and detail with the appended figures.

BRIEF DESCRIPTION OF THE DRAWINGS

The disclosure will be described and explained with additional specificity and detail with the accompanying figures in which:

FIG. 1 is a block diagram representation of system for service monitoring and management of instruments in healthcare organizations in accordance with an embodiment of the present disclosure;

FIG. 2 is a block diagram representation of one embodiment of the system of FIG. 1 in accordance with an embodiment of the present disclosure;

FIG. 3 is a schematic representation of an exemplary system of FIG. 1 in accordance with an embodiment of the present disclosure;

FIG. 3(a) is a schematic representation of one embodiment of the system of FIG. 3, depicting visual illustrations of the system in accordance with an embodiment of the present disclosure;

FIG. 3(b) shows escalation of internal biomedical in accordance with an embodiment of the present disclosure;

FIG. 3(c) shows creation of breakdown, closure of breakdown call and pending breakdown calls in accordance with an embodiment of the present disclosure;

FIG. 4 is a block diagram of a computer or a server (300) for system for kiddie rides in accordance with an embodiment of the present disclosure; and

FIG. 5 is a flow chart representing the steps involved in a method (400) for service monitoring and management of instruments in healthcare organizations in accordance with an embodiment of the present disclosure. Further, those skilled in the art will appreciate that elements in the figures are illustrated for simplicity and may not have necessarily been drawn to scale. Furthermore, in terms of the construction of the device, one or more components of the device may have been represented in the figures by conventional symbols, and the figures may show only those specific details that are pertinent to understanding the embodiments of the present disclosure so as not to obscure the figures with details that will be readily apparent to those skilled in the art having the benefit of the description herein.

DETAILED DESCRIPTION

For the purpose of promoting an understanding of the principles of the disclosure, reference will now be made to the embodiment illustrated in the figures and specific language will be used to describe them. It will nevertheless be understood that no limitation of the scope of the disclosure is thereby intended. Such alterations and further modifications in the illustrated system, and such further applications of the principles of the disclosure as would normally occur to those skilled in the art are to be construed as being within the scope of the present disclosure.

The terms "comprises", "comprising", or any other variations thereof, are intended to cover a non-exclusive inclusion, such that a process or method that comprises a list of steps does not include only those steps but may include other steps not expressly listed or inherent to such a process or method. Similarly, one or more devices or sub-systems or elements or structures or components preceded by "comprises... a" does not, without more constraints, preclude the existence of other devices, sub-systems, elements, structures, components, additional devices, additional sub-systems, additional elements, additional structures or additional components. Appearances of the phrase "in an embodiment", "in another embodiment" and similar language throughout this specification may, but not necessarily do, all refer to the same embodiment.

Unless otherwise defined, all technical and scientific terms used herein have the same meaning as commonly understood by those skilled in the art to which this disclosure belongs. The system, methods, and examples provided herein are only illustrative and not intended to be limiting. In the following specification and the claims, reference will be made to a number of terms, which shall be defined to have the following meanings. The singular forms “a”, “an”, and “the” include plural references unless the context clearly dictates otherwise.

Embodiments of the present disclosure relate to system and method for service monitoring and management of instruments in healthcare organizations. The system includes a processing subsystem hosted on a server and configured to execute on a network to control bidirectional communications among a plurality of modules. The processing subsystem includes a registration module configured to register the one or more instruments associated with one or more healthcare organizations by receiving a corresponding plurality of details. The processing subsystem also includes a breakdown monitoring module configured to monitor breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit in communication with the one or more instruments. The breakdown monitoring module is also configured to track movement of the one or more instruments or premises change by collecting latitude and longitude of the earth. The processing subsystem further includes a complain registration module configured to register a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module. The processing subsystem further includes an interaction module configured to generate one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module. The processing subsystem further includes a performance evaluation module configured to evaluate performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair.

FIG. 1 is a block diagram representation of system (10) for service monitoring and management of instruments in healthcare organizations in accordance with an embodiment of the present disclosure. The system (10) includes a processing subsystem (20) which is hosted on a server (30). In one embodiment, the server (30) may include a cloud based server. In another embodiment, the server (30) may include a local server, the processing subsystem is configured to execute on a network to control bidirectional communications among a plurality of modules. In one embodiment, the network (not shown in FIG. 1) may include a wired network such as local area network (LAN). In another embodiment, the network may include a wireless network such as wi-fi, Bluetooth, Zigbee, nearfield communication (NFC), radio frequency identification communication (RFID) or the like.

The processing subsystem (20) includes a registration module (40) which is configured to register the one or more instruments (50) associated with one or more healthcare organizations by receiving a corresponding plurality of details. In one embodiment, the one or more instruments (50) may include a biomedical instrument, a pathology instrument, a cytology instrument or a scanning instrument. In a specific embodiment, the healthcare organization may include laboratories, pathologies, scanning centers, hospitals or the like. In one embodiment, the corresponding plurality of details may include at least one of contact details, warranty details, service-level-agreement (SLA) details, maintenance details, software and firmware details or a combination thereof.

Furthermore, the processing subsystem (20) also includes a breakdown monitoring module (60) configured to monitor breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit (70) in communication with the one or more instruments. The internet of things unit includes a set of sensors and communication unit which are configured to sense the operational details of the one or more instrument and send to the breakdown monitoring module. When the breakdown occurs in the one or more instruments the set of sensors sense such information and send such information to the breakdown monitoring module via the communication unit. Further, the breakdown monitoring module (60) is configured to track movement of the one or more instruments or premises change by collecting latitude and longitude of the earth. The combination of these two components specifies the position of any location where the instrument relocate on the surface of Earth, without consideration of altitude or depth. Moreover, the processing subsystem (20) includes a complain registration module (80) which is configured to register a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module. Further, the processing subsystem (20) includes an interaction module (90) which is configured to generate one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module. In one embodiment, the one or more interactive instructions may be in a form of a call, a message, an email or the like. The interactive instructions will be added in the pending list till repair technician visit. After the repair technician visits, the status of the interactive instructions may be changed from pending to progress and All the calls will be monitored. In case of contracts, the interaction module, shown in pending list.

In one embodiment, the one or more interactive instructions assigned the repair technician upon selecting at least three level of estimation. In such an embodiment, the at least three level of estimation may include a first level to identify the repair technician located at user’s city or state/country to provide a prompt response. In another embodiment, the at least three level of estimation may include a second level to identify the repair technician based on skills to provide service in regional basis. The second level provides highly trained and skilled personnel providing their service in regional basis to ensure that the FSE are providing clients with the needed support. In yet another embodiment, the at least three level of estimation may include a third level to identify the repair technician based on advance skill sets and extensive experience level. The third level provides the most skilled with extensive experience with the objective to ensure that the above system is implemented effectively and our service commitments to customers are delivered holistically.

In addition, the processing subsystem (20) further includes a performance evaluation module (100) which is configured to evaluate performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair. The matrix may include a vertical axis, to which one of the models of the instruments and the difficulty levels is assigned, a horizontal axis, to which the other of the models and the difficulty levels is assigned, and a plurality of cells arranged in a matrix with respect to the models and the difficulty levels, and the numbers of the repairs performed by the repair technician are inputted to the cells according to the models and the difficulty level. In one embodiment, the performance evaluation module may be configured to generate escalation instructions when the complaint is not attended within a predefined turn around time (TAT).

FIG. 2 is a block diagram representation of one embodiment of the system (10) of FIG. 1 in accordance with an embodiment of the present disclosure. The system (10) of FIG. 1 includes a processing subsystem (20) including a registration module (40), a breakdown monitoring module (60), a complain registration module (80), an interaction module (90) and a performance evaluation module (100). In one embodiment, the processing subsystem (20) of FIG. 1 may include a reminder generation module (110) which is configured to generate one or more reminders corresponding the breakdown call monitored by the breakdown monitoring module and the complaint registered by the complain registration module using a user input. The one or more reminders are set/updated as per the user input and may use messenger or calling applications to escalate with multiple reminders in next level. The reminder generation module (110) may follow the service calls through mails and popup daily reminders for services, if pending.

In a specific embodiment, the system (10) of FIG. 1 may include a user interface (120). The user interface (120) may include a filter panel (130) which is configured to enable the user to filter a list of the instruments based on instrument type or location. The user interface may also include a display panel (140) which is configured to display a report including technician wise details, instrument wise details and calls status wise details. The report may include installation report, spare report, breakdown report, training report or the like. The user interface may further include an input panel (150) configured to enable the user to set a scheduled start time corresponding to the repair and an end time is followed by the one or more reminders generated by the reminder generation module. In one embodiment, the user interface may be a part of the user device (160). In such an embodiment, the user device may include a mobile phone, a laptop, a tablet, a personal digital assistant, a computer or the like.

FIG. 3 is a schematic representation of an exemplary system (10) of FIG. 1 in accordance with an embodiment of the present disclosure. Considering a non-limiting example, where there are 7 medical instruments (50) placed in a hospital. The details of such instruments are registered with the registration module (40), where the details may include contact details, warranty details, service-level-agreement (SLA) details, maintenance details, software and firmware details and the like. Further, consider a scenario where one instrument out of the 7 instrument breaks down. Such breakdown information is sensed by the set of sensors and set to the breakdown monitoring module (60) of the system via the communication unit. In another scenario, user can select the breakdown instrument’s name and call the engineer with the registered mobile number or mail can go to principle company to assign the engineer to attend the breakdown immediately. The breakdown monitoring module (60) also tracks the location of the machine using the latitude and longitude of the earth.

Further, the complaint corresponding to the breakdown of the one instrument is registered with the complain registration module (80). Based on the registered complaint, the interaction module (90) Call/Mail will be added in the pending list till engineer visit After engineer visit, call may be changed from pending to progress. Once details are entered, the interaction module will follow the actual AMC/CMC/PM calls based on the company visit and normal Calls can be completed after PM/AMC/CMC done properly. New instruments which falls under warranty, contract details can be stored/registered, and this will follow through automated mail/call to company service engineer to make instrument active in all the stages. Contract service calls can be tracked to get proper quick timely service. However, to assign the engineer, the performance evaluation module (100) evaluates performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair.

FIG. 3(a) is a schematic representation of one embodiment of the system (10) of FIG. 3, depicting visual illustrations (170) of the system in accordance with an embodiment of the present disclosure. The user interface of the system includes a list of details to be registered with the system. For example,

In instrument view, all the below details will be shown with some mask.

•Instrument Name ‘Instrument Serial Number ‘Instrument Make & Model & Origin of the instrument ‘Instrument Manufacturer Name ‘Instrument Supplied By Reagents Supply • Instrument attached Accessories

In instrument Delete, all the below details will be shown with some mask. Once select any one of 3, items will not reflect anywhere. Finally goes to approval to remove from the lab data. FIG. 3(b) shows escalation of internal biomedical (180) in accordance with an embodiment of the present disclosure. Once Escalate button click and enter the details. List of Biomedical engineer names displayed. User can select the biomedical engineer and assign it. User will inform about the issue only thru call. If escalated to company, contact 1 will be in dialing and create the new ticket in breakdown tab. User has to follow breakdown procedure. If number is switched off, SMS can be sent or auto mail generation. If biomedical engineer is not visiting within the TAT time and attending this call, call will be shown in pending list. If escalated to company, contact 1 will be in dialing and create the new ticket in breakdown tab. User has to follow breakdown procedure.

FIG. 3(c) shows creation of breakdown (185), closure of breakdown call (190) and pending breakdown calls (195) in accordance with an embodiment of the present disclosure. After Selecting the instrument Name, Serial Numbers will be displayed and select the serial number and create the break down call. After selecting the error code, call options will be displayed. Before call button pressed, will ask you want to create a service ticket. Once called, auto mail will go to respective company and contact 1 along with ticket ID or auto SMS. This ticket will show in pending. Date and reporting time will be calculated based on TAT of the company. If SE not visited and solve the issue within the TAT, auto mail will go to Contact 2 after 24 hours and after 72 hours to contact 3. If numbers are switched off, SMS or auto mail generation.

Every BD Issue will create a service ticket. All the ticket ID will be shown, and user has to click the ticket ID. Under the service ID, details of the issue will be shown in small font, where company name and persona name to be reflected in “visited and attended” field, either text box or selection box for “details of issue”. User has to select, this is service or application related. If spare required, date of commitment will be shown. The report has to be scanned by mobile and save it. If instrument is up, finally user has to close the call and auto mail will go to contact 2 or company mail ID.

All the pending tickets will be shown with the date of reporting, spare pending and consumable pending reasons. All the instruments issues pending which user handles/assigned and in progress service tickets will be shown in the list reminder button will be shown after TAT crossed tickets. User has to select, this is service or application related. Report has to be scanned by mobile and save it (call attended or in progress, under observation, all completed, and instrument is Up, support given by phone). If instrument is up, finally user has to close the call and auto mail will go to contact 2 or company mail ID.

FIG. 4 is a block diagram of a computer or a server (200) for system for kiddie rides in accordance with an embodiment of the present disclosure. The server includes processor(s) (210), and memory (220) operatively coupled to the bus (230).

The processor(s) (210), as used herein, means any type of computational circuit, such as, but not limited to, a microprocessor, a microcontroller, a complex instruction set computing microprocessor, a reduced instruction set computing microprocessor, a very long instruction word microprocessor, an explicitly parallel instruction computing microprocessor, a digital signal processor, or any other type of processing circuit, or a combination thereof.

The memory (220) includes a plurality of subsystems and a plurality of modules stored in the form of executable program which instructs the processor (210) to perform the method steps illustrated in FIG. 1. The memory (220) is substantially similar to the system (10) of FIG.l. The memory (220) has following subsystems: the processing subsystem (20) includes a registration module (40), a breakdown monitoring module (60), a complain registration module (80), an interaction module (90) and a performance evaluation module (100) and a reminder generation module (110).

The processing subsystem includes a registration module configured to register the one or more instruments associated with one or more healthcare organizations by receiving a corresponding plurality of details. The processing subsystem also includes a breakdown monitoring module configured to monitor breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit in communication with the one or more instruments. The breakdown monitoring module is also configured to track movement of the one or more instruments or premises change by collecting latitude and longitude of the earth. The processing subsystem further includes a complain registration module configured to register a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module. The processing subsystem further includes an interaction module configured to generate one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module. The processing subsystem further includes a performance evaluation module configured to evaluate performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair.

Computer memory elements may include any suitable memory device(s) for storing data and executable program, such as read only memory, random access memory, erasable programmable read only memory, electrically erasable programmable read only memory, hard drive, removable media drive for handling memory cards and the like. Embodiments of the present subject matter may be implemented in conjunction with program modules, including functions, procedures, data structures, and application programs, for performing tasks, or defining abstract data types or low-level hardware contexts. Executable program stored on any of the above-mentioned storage media may be executable by the processor(s) (310).

FIG. 5 is a flow chart representing the steps involved in a method (300) for service monitoring and management of instruments in healthcare organizations in accordance with an embodiment of the present disclosure. The method (300) includes registering the one or more instruments associated with one or more healthcare organizations by receiving a corresponding plurality of details in step 310. In one embodiment, registering the one or more instruments may include registering the one or more instruments by a registration module. In one embodiment, the one or more instruments may include a biomedical instrument, a pathology instrument, a cytology instrument or a scanning instrument. In a specific embodiment, the healthcare organization may include laboratories, pathologies, scanning centers, hospitals or the like. In one embodiment, the corresponding plurality of details may include at least one of contact details, warranty details, service-level-agreement (SLA) details, maintenance details, software and firmware details or a combination thereof.

The method (300) also includes monitoring breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit in communication with the one or more instruments in step 320. In one embodiment, monitoring breakdown call in real time may include monitoring breakdown call in real time by a breakdown monitoring module. The method (300) further includes tracking movement of the one or more instruments or premises change by collecting latitude and longitude of the earth in step 330. In one embodiment, tracking movement of the one or more instruments or premises may include tracking movement of the one or more instruments or premises by a breakdown monitoring module.

The method (300) further includes registering a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module in step 340. In one embodiment, registering a complain regarding fault/repair may include registering a complain regarding fault/repair by a complain registration module. The method (300) further includes generating one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module in step 350. In one embodiment, generating one or more interactive instructions to assign a repair technician may include generating one or more interactive instructions to assign a repair technician by an interaction module.

In some embodiments, the one or more interactive instructions may be in a form of a call, a message, an email or the like. In a specific embodiment, the one or more interactive instructions assigned the repair technician upon selecting at least three level of estimation. In such an embodiment, the at least three level of estimation may include a first level to identify the repair technician located at user’s city or state/country to provide a prompt response. In another embodiment, the at least three level of estimation may include a second level to identify the repair technician based on skills to provide service in regional basis. The second level provides highly trained and skilled personnel providing their service in regional basis to ensure that the FSE are providing clients with the needed support. In yet another embodiment, the at least three level of estimation may include a third level to identify the repair technician based on advance skill sets and extensive experience level. The third level provides the most skilled with extensive experience with the objective to ensure that the above system is implemented effectively and our service commitments to customers are delivered holistically.

The method (300) further includes evaluating performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair in step 360. In one embodiment, evaluating performance of the repair technician may include evaluating performance of the repair technician by a performance evaluation module. In a specific embodiment, creating the matrix may include a vertical axis, to which one of the models of the instruments and the difficulty levels is assigned, a horizontal axis, to which the other of the models and the difficulty levels is assigned, and a plurality of cells arranged in a matrix with respect to the models and the difficulty levels, and the numbers of the repairs performed by the repair technician are inputted to the cells according to the models and the difficulty level. In such an embodiment, the performance evaluation module may be configured to generate escalation instructions when the complaint is not attended within a predefined turn around time (TAT).

In one embodiment, the method (300) includes generating one or more reminders corresponding the breakdown call monitored by the breakdown monitoring module and the complaint registered by the complain registration module using a user input. In such an embodiment, generating one or more reminders may include generating one or more reminders by a reminder generation module. Various embodiments of the system and method for service monitoring and management instruments in healthcare organizations as described above enable filtration of the small player who are unable to provide the support within their turn around time. Support system can be monitored by a user with their admin tab. Only registered companies can enter into the system. Number of service engineers will be increased or employment boosts. The system is helpful for price negotiation for next time purchase from same company. Decreasing the system breakdown idle time and increasing the revenue. To monitor the human health checking instruments in hospitals/LABS.

The system helps to connect for all medical laboratories/hospitals with their instrument sold companies. The system is very much useful in chain of referral medical labs and hospitals. The system can be used who all using the instrument dependent based business (all healthcare related instruments). The system helps to instrument users able to connect with their service engineers for quick support.

It will be understood by those skilled in the art that the foregoing general description and the following detailed description are exemplary and explanatory of the disclosure and are not intended to be restrictive thereof.

While specific language has been used to describe the disclosure, any limitations arising on account of the same are not intended. As would be apparent to a person skilled in the art, various working modifications may be made to the method in order to implement the inventive concept as taught herein.

The figures and the foregoing description give examples of embodiments. Those skilled in the art will appreciate that one or more of the described elements may well be combined into a single functional element. Alternatively, certain elements may be split into multiple functional elements. Elements from one embodiment may be added to another embodiment. For example, the order of processes described herein may be changed and are not limited to the manner described herein. Moreover, the actions of any flow diagram need not be implemented in the order shown; nor do all of the acts need to be necessarily performed. Also, those acts that are not dependent on other acts may be performed in parallel with the other acts. The scope of embodiments is by no means limited by these specific examples.

Claims

WE CLAIM:

1. A system (10) for service management and monitoring of one or more instruments comprising: a processing subsystem (20) hosted on a server (30) and configured to execute on a network to control bidirectional communications among a plurality of modules comprising: a registration module (40) configured to register the one or more instruments (50) associated with one or more healthcare organizations by receiving a corresponding plurality of details; a breakdown monitoring module (60) configured to: monitor breakdown call in real time based on the corresponding plurality of details registered by the registration module (40) and an internet of things (IOT) unit (70) in communication with the one or more instruments (50); and track movement of the one or more instruments (50) or premises change by collecting latitude and longitude of the earth; a complain registration module (80) configured to register a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module (60); an interaction module (90) configured to generate one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complaint registered by the complain registration module (80); and a performance evaluation module (100) configured to evaluate performance of the repair technician assigned by the interaction module (90) by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair.

2. The system (10) as claimed in claim 1, wherein the one or more instruments (50) comprises a biomedical instrument, a pathology instrument, a cytology instrument or a scanning instrument.

3. The system (10) as claimed in claim 1, wherein the corresponding plurality of details comprises at least one of contact details, warranty details, service-level- agreement (SLA) details, maintenance details, software and firmware details or a combination thereof.

4. The system (10) as claimed in claim 1, wherein the one or more interactive instructions are in a form comprising a call, a message or an e-mail.

5. The system (10) as claimed in claim 1, wherein the one or more interactive instructions assigned the repair technician upon selecting at least three level of estimation.

6. The system (10) as claimed in claim 5, wherein the at least three level of estimation comprises: a first level to identify the repair technician located at user’s city or state/country to provide a prompt response; a second level to identify the repair technician based on skills to provide service in regional basis; and a third level to identify the repair technician based on advance skill sets and extensive experience level.

7. The system (10) as claimed in claim 1, wherein the performance evaluation module (100) is configured to generate escalation instructions when the complaint is not attended within a predefined turn around time (TAT).

8. The system ( 10) as claimed in claim 1 , wherein the processing subsystem (20) comprises a reminder generation module (110) configured to generate one or more reminders corresponding the breakdown call monitored by the breakdown monitoring module (60) and the complaint registered by the complain registration module (80) using a user input.

9. The system (10) as claimed in claim 1, comprising a user interface (120) comprising: a filter panel (130) configured to enable the user to filter a list of the instruments based on instrument type or location; a display panel (140) configured to display a report comprising technician wise details, instrument wise details and calls status wise details; and an input panel (150) configured to enable the user to set a scheduled start time corresponding to the repair and an end time is followed by the one or more reminders generated by the reminder generation module.

10. A method (300) comprising: registering, by a registration module, the one or more instruments associated with one or more healthcare organizations by receiving a corresponding plurality of details; (310) monitoring, by a breakdown monitoring module, breakdown call in real time based on the corresponding plurality of details registered by the registration module and an internet of things (IOT) unit in communication with the one or more instruments; (320) tracking, by a breakdown monitoring module, movement of the one or more instruments or premises change by collecting latitude and longitude of the earth; (330) registering, by a complain registration module, a complain regarding fault/repair based on the breakdown call and tracked movement of the one or more instruments monitored by the breakdown monitoring module; (340) generating, by an interaction module, one or more interactive instructions to assign a repair technician based on the corresponding plurality of details and the complain registered by the complain registration module; (350) and evaluating, by a performance evaluation module, performance of the repair technician assigned by the interaction module by creating a matrix corresponding to a number of breakdown calls occurred for a corresponding one or more instrument, wherein the number of breakdown calls are corresponding to a record of the repairs for the each model of the one or more instruments and a record of the repairs for each difficulty level of a description of the repair. (360)