Caretaker Rating System for FitPeo
Key Features:
1. Past Critical Readings Display
o Provides a historical view of critical patient readings to identify
trends and asymptomatic data.
o Highlights deviations from critical thresholds for better decision-
making.
2. Asymptomatic Patient Alerts
o Identifies patients with readings outside the critical trend.
o Calculates deviation severity and flags such patients for caretaker
review.
3. Conversation Rating System
o Patient Rating: After each call, patients rate the caretaker on a
scale of 1 to 5.
o Caretaker Rating: Caretakers can also rate the conversation to
provide feedback about patient engagement.
4. Overall Rating (Similar to Uber):
o Aggregates patient and caretaker ratings to provide an overall
score for both parties.
5. AI-Powered Tonality Check
o Leverages tools like [Link], Callyzer, or [Link] for
assessing voice tonality.
o Provides Clarity and Empathy Scores based on AI analysis.
6. Task Assignment System
o Tasks are directly assigned based on:
▪ Caretaker's role
▪ Availability
▪ Performance Score
Individual Score Metrics for Caretakers
1. Communication Skills in Conversations (5-point scale)
● Patient Engagement Rate:
o Factors: Response time to patient queries and frequency of check-
ins.
o Scoring: (1 = Poor, 5 = Excellent)
● Clarity and Empathy Score:
o Evaluated via AI tonality tools and patient ratings.
o Measures the caretaker’s ability to explain medical concerns simply
and empathetically.
o Scoring: (1 = Very Poor, 5 = Excellent)
● Listening Skills:
o Measures how well the caretaker addresses patient concerns and
ensures patients feel heard.
o Scoring: (1 = Very Poor, 5 = Excellent)
2. Patient Outcomes and Satisfaction
● Improvement in Patient Metrics:
o Track improvements in vitals like blood pressure, sugar levels,
weight, etc.
o Measure stability (less variability) and reduction in critical readings.
● Net Promoter Score (NPS):
o Based on patients’ likelihood to recommend the caretaker.
o Scoring: Count of recommendations.
3. Professionalism and Compliance
● Timeliness:
o Rating (1–10) for punctuality in scheduling and conducting patient
calls.
o Supervisor or system-based evaluation.
● Adherence to Protocols:
o Rating (1–10) on compliance with FitPeo or RPM/CCM protocols.
● Time Utilization Rate:
o Formula:
Time Utilization Rate=(Sum of time on calls + documentation)/Total
Login Time×100
4. Technology Utilization and Workflow Efficiency
● Usage Proficiency:
o Measures effective usage of FitPeo's tools (derived from caretaker
portal usage stats). (CTA analysis and Heatmap of the portal)
5. Care Quality Indicators (1–10 score)
● Average Time Spent per Patient:
o Evaluates balance between quality and efficiency of patient
interaction.
● Critical Issue Resolution Rate:
o Percentage of successfully triaged critical issues.
● Care Plan Stats:
o Number of care plans successfully completed.
● Treatment Plan Stats:
o Number of treatment plans completed.
● Enrollment Stats:
o Number of patients successfully enrolled.
Performance Score Calculation
● Total Performance Score:
o Average of all metrics across Communication, Outcomes,
Compliance, Technology, and Quality Indicators.
o Formula: Total Score=Sum of All Scores/Total Metrics Count
Performance Indicator Levels
Score Range Level
8 and above Excellent
6 to 7.9 Very Good
4 to 5.9 Good
2 to 3.9 Poor
Score Range Level
Less than 2 Very Poor
● Caretakers with higher scores are assigned more patients and
responsibilities.
Additional Features
1. Patient Asymptomatic Alerts:
o Automatically flag asymptomatic trends and deviations for
immediate caretaker review.
2. Dashboard Analytics:
o Display ratings, patient trends, and key metrics for supervisors.
3. Dynamic Task Assignment:
o Allocate tasks based on real-time performance scores and
availability.
Central Hub for Call Assignment and
Appointment Scheduling
System Architecture
1. Input Sources
The following inputs will drive the central hub's AI engine:
● Caretaker Performance Data:
o Communication scores (listening skills, clarity, empathy).
o Task resolution rates (critical issue triage, care plan completion).
o Patient satisfaction ratings (post-call feedback).
o Supervisor ratings (adherence, timeliness).
o Technology usage metrics (platform efficiency).
● Patient Data:
o Health records: Vitals, historical trends, and critical readings.
o Task priority levels: Critical, High, and Routine.
o Appointment requests and schedules.
● Availability Data:
o Real-time caretaker login statuses
o Click-to-action (CTA) analysis of portals using heatmap.
● AI Metrics:
o Tonality scores (AI tools like [Link], Callyzer, or [Link]).
o Scraping tools
2. AI Logic and Algorithms
The AI engine uses predictive analytics and real-time matching to assign
calls and schedule appointments:
2.1 Caretaker Ranking System
Caretakers are ranked based on a composite performance score calculated as
follows:
Weight
Metric
(%)
Patient Ratings 30%
AI Tonality Scores 25%
Adherence and Timeliness (Supervisor
20%
Ratings)
Critical Task Resolution Rate 15%
Care Plan/Enrollment Completion 10%
Formula:
● AI Prioritization Logic:
o High-performing caretakers are prioritized for critical tasks.
o Moderate-performing caretakers handle routine and follow-up tasks.
o Low-performing caretakers are assigned fewer tasks and will be
taken for review/ replacement.
2.2 Task and Call Assignment Workflow
1. Severity Categorization:
o AI categorizes patient tasks into:
▪ Critical: Immediate response required.
▪ High: Symptomatic cases needing follow-up.
▪ Routine: Regular check-ins.
2. Caretaker Matching:
o Real-time performance scores + availability status + severity of the
task = Task Assignment.
Example Logic:
o Patient "A" with critical blood pressure deviation is assigned to
Caretaker X (8.5 score, available).
o Routine patient check-in for "B" is assigned to Caretaker Y (6.2
score).
3. Call Distribution Balance:
o AI ensures even task distribution to avoid caretaker burnout.
2.3 Appointment Scheduling
● Patients book appointments via the portal.
● AI matches them with the best caretaker by analyzing:
o Performance score.
o Historical patient engagement success.
o Availability from caretaker calendars.
● AI schedules appointments automatically and updates both caretaker and
patient calendars.
● Automated reminders are sent to both parties.
3. Central Hub Workflow Illustration
The workflow can be visualized in the following step-by-step process:
Step 1: Data Input and AI Analysis
● Input caretaker scores, patient health data, and real-time availability.
● AI prioritizes tasks based on severity and caretaker ranking.
Step 2: Call Assignment and Scheduling
● Task severity is categorized (Critical, High, Routine).
● AI matches tasks to caretakers based on:
o Caretaker score (e.g., 9/10).
o Availability status (e.g., "Caretaker X available").
● Appointments are scheduled, and automated notifications are sent.
Step 3: Performance Monitoring and Feedback Loop
● After each call, feedback is collected:
o Patient Rating: Scale of 1-5.
o Tonality AI Analysis: Evaluates empathy, clarity, and listening.
● Scores are updated dynamically in the central hub.
● Supervisors can view performance metrics via the dashboard. Caretakers
will also be able to see their performances and improvement points
(suggestions and notifications of score falling or improvement) similar to
patient score.
4. Real-Time Dashboard
The central hub includes a real-time dashboard for supervisors and
administrators:
Key Dashboard Metrics:
● Caretaker Performance:
o Live performance scores.
o Task completion rates.
o Empathy/Clarity AI scores.
● Task Overview:
o Pending tasks (categorized: Critical, High, Routine).
o Assigned vs. Unassigned tasks.
● Patient Metrics:
o Critical reading counts.
o Appointment status (completed/pending).
● Real-Time Alerts:
o Asymptomatic deviations flagged.
o Delayed task alerts.
5. Feedback Mechanism
1. Post-Call Feedback:
o Patients rate their experience on a scale of 1 to 5.
o AI analyzes the conversation for tone and clarity.
2. Supervisor Insights:
o Supervisors can override or add comments to adjust scores.
3. Dynamic Scoring Updates:
o Real-time recalibration of caretaker scores based on feedback.
Example:
● If a caretaker receives a low patient rating due to poor clarity, the AI
system reduces the caretaker’s score slightly.
● High feedback scores improve their ranking for future task assignments.
