Systems and methods for technical support of continuous analyte monitoring and sensor systems

Patent metadata

Field	Value
Publication number	US-2018129784-A1
Application number	US-201715805677-A
Country	US
Kind code	A1
Filing date	Nov 7, 2017
Priority date	Nov 9, 2016
Publication date	May 10, 2018
Grant date	—

Abstract

Disclosed are systems and methods for providing automated or semi-automated technical support for patients using medical devices, such as continuous glucose monitoring systems. Disclosed embodiments of automated tech support system include collection and storage of copies of streams of medical device data on multiple servers, analysis and comparison of data streams, remote tech support initiation and usage of the automated tech support system for providing improved products and services by storing and analyzing historical tech support data.

First claim

What is claimed is:

1 . A system, comprising:
a continuous analyte sensor device configured to sense one or more biological parameters of a patient user, generate real time medical data and bulk data, and selectively transmit the real time medical data and bulk data; a real time server configured to receive and store the real time medical data; a bulk data server configured to receive and store the bulk data; and a tech support server configured to identify a technical issue associated with the continuous analyte sensor device, at least in part by analysis of the real time medical data and the bulk data.

2 . The system of claim 1 , wherein the analysis of the real time medical data and the bulk data includes a comparison of the real time medical data and the bulk data to determine discrepancies.

3 . The system of claim 1 , further comprising a remote monitor device operated by a caregiver user affiliated with the patient user, the remote monitor device configured to receive the real time medical data and/or alerts associated with the real time medical data from the real time server, and to transmit an issue report indicative of the technical issue to the tech support server.

4 . The system of claim 1 , further comprising one or more recording databases, wherein the tech support server is configured to modify the one or more recording databases in response to the identification of the technical issue.

5 . The system of claim 4 , wherein the recording databases comprise a regulatory incident records database.

6 . The system of claim 1 , further comprising an engineering and design computing system configured to receive alerts or reports comprising the identified technical issue.

7 . The system of claim 6 , wherein the reports or alerts comprise trends in emerging technical issues.

8 . The system of claim 1 , wherein the tech support server is further configured to search for a resolution of the identified technical issue, resolve the identified technical issue and notify the patient user.

9 . The system of claim 8 , further comprising a tech knowledge database, wherein searching for a resolution of the identified issue comprises querying the tech knowledge database.

10 . The system of claim 9 , wherein the tech knowledge database further comprises a mapping of technical issues, known resolutions and scores associated with the known resolutions.

11 . The system of claim 10 , wherein the tech knowledge database is routinely purged of low score resolutions.

12 . The system of claim 1 , further comprising:
a transceiver configured to selectively receive the real time medical data and bulk data, transmit the data to the real time server, the bulk data server or both; and an application running on the transceiver configured to gather data related to the technical issue, generate and transmit an error ticket containing the technical issue and the gathered data to the tech support server.

13 . The system of claim 12 , wherein the system is further configured to gather data based on patient inputs related to the technical issue.

14 . The system of claim 1 , further comprising a tech support personnel computing system, configured to receive the identified technical issue and a report of the tech support server related to the identified technical issue.

15 . The system of claim 1 , wherein the technical issue comprises a sensor failure and the tech support server is configured to order a replacement sensor and provide tracking information to the patient user.

Assignees

• Dexcom Inc

Inventors

• Pal Andrew Attila
• Bowman Leif N
• Cohen Eric
• Dattaray Basab
• Day Edward
• Kamath Apurv Ullas
• Mahalingam Aarthi
• Minor Dana
• Moss Scott A
• Puri Neil
• Reihman Eli
• Woods Conrad
• Berg Laurie L
• Valdes Jorge

Classifications

• G16H40/40 Primary

  for the management of medical equipment or devices, e.g. scheduling maintenance or upgrades · CPC title

• G06F16/951

  Indexing; Web crawling techniques · CPC title

• G16H40/67

  for remote operation · CPC title

• G16H50/30

  for calculating health indices; for individual health risk assessment · CPC title

• G06F17/30864

  Physics · mapped topic