=Paper=
{{Paper
|id=Vol-3892/short8
|storemode=property
|title=Development and Modeling of Parameter Areas of an Information System for Rehabilitation
|pdfUrl=https://ceur-ws.org/Vol-3892/short8.pdf
|volume=Vol-3892
|authors=Solomiia Liaskovska,Yevgen Martyn,Andy Augousti,Svytoslav Kytsara
|dblpUrl=https://dblp.org/rec/conf/iddm/LiaskovskaMAK24
}}
==Development and Modeling of Parameter Areas of an Information System for Rehabilitation==
https://ceur-ws.org/Vol-3892/short8.pdf
Development and modeling of parameter areas of an
information system for rehabilitation⋆
Solomiia Liaskovska1,* 3†, Yevgen Martyn2,† , Andy Augousti3,†, Svytoslav Kytsara 1,†
1
Department of Systems of Artificial Intelligence, Lviv Polytechnic National University,Lviv,79905, Ukraine
2
Department of Project Management, Information Technologies and Telecommunications, Lviv State University of
Life Safety, Lviv,79007, Ukraine
3
Faculty of Mechanical Engineering, Kingston University, Kingston Upon Thames, KT1 1LQ, London, United
Kingdom
Abstract
This research presents the results of a comprehensive analysis of the management process and describes
the key parameters for the information management system in the field of rehabilitation. This goal is
achieved by creating a user-friendly and functional Customer Relationship Management (CRM) system,
adding a new component—Training and Rehabilitation Management—along with the necessary technical
and software tools to manage patient health during rehabilitation. The system includes the collection,
storage, and analysis of information about patients, doctors, rehabilitation specialists, trainers, and their
interactions. The research primarily focuses on physical exercises essential for rehabilitation processes.
Using a simulation modeling system, the task of distributing patient arrivals over a set time period was
modeled. It is important for the department to provide assistance quickly and promptly, and the
administrator believes that patients should not wait more than five minutes for a rehabilitation
consultation. Patients are served on a "first come, first served" basis and are examined by the first
available rehabilitation specialist when their turn arrives. The rate of patient arrivals follows a normal
distribution, and the treatment time follows an exponential distribution
Keywords
Relationship management system, rehabilitation, simulation modeling system, a normal distribution 1
1. Introduction
The aim of this research is to analyze the main stages of activity and optimize the operation of
rehabilitation centers to provide better service. The location of centers is determined according to
the number of people in need of assistance in each locality.
Rehabilitation can be viewed as a kind of business segment, as gyms and gym networks have
become an integral part of every city's life. Regardless of scale—whether it’s a small gym or a large
network—this sector is growing, and the number of clients and people requiring services is
constantly increasing, creating new management challenges. There is a need to optimize
management processes, as these institutions bear significant costs for additional staff and resources
necessary for effective functioning. Modern information technology can help address these
challenges: today, various business management information systems are available, which can be
adapted for effective use in rehabilitation. There are three CRM approaches, each of which can be
implemented independently of the others:
Operational — automation of consumer business processes, helping customer service staff
perform their functions.
IDDM 2024: International Conference on Informatics & Data-Driven Medicine, November 14 - 16, 2024, Birmingham, United
Kingdom
∗
Corresponding author.
†
These authors contributed equally.
augousti@kingston.ac.uk (A. Augousti); solomiam@gmail.com (S. Liaskovska); evmartun@gmail.сom
(Y. Martyn);
0000-0003-3000-9332 (A. Augousti ); 0000-0002-0822-0951(S. Liaskovska); 0000-0001-9095-7057 (E.Martyn);
© 2023 Copyright for this paper by its authors. Use permitted under Creative Commons License Attribution 4.0 International (CC BY 4.0).
CEUR
ceur-ws.org
Workshop ISSN 1613-0073
Proceedings
Collaborative — the program interacts with consumers without the involvement of customer
service staff.
Analytical — analysis of consumer information for various purposes.
It is important to note that recently, a considerable number of CRM systems have emerged on
the information market, including those for gyms. However, many of these systems have several
drawbacks in terms of management. The article examines the issue of managing a rehabilitation
center in a large hospital, where there is a challenge in providing care to patients who arrive at
varying frequencies throughout the day. When needed, four doctors are available to treat patients.
If their assistance is not required, they switch to other tasks (such as lab tests, reporting, or X-ray
analysis), or their work is rescheduled for another time. The second stage of this research is to
analyze and make optimization of emergency department operations in a rehabilitation center and
solve task about ensuring quality and timely patient care.
In modern rehabilitation centers, especially large ones, the issue of effectively organizing
emergency care processes often arises. Department administrators face the challenge of ensuring a
quick response to the arrival of patients who need immediate assessment and assistance. Delays in
service can negatively affect patients’ conditions and the overall impression of the center's services.
The department must ensure that doctors are available for quick response while also making
efficient use of their time. When there are no patients, doctors can perform other tasks, such as lab
work, reporting, or X-ray analysis. However, when patients do arrive, it’s essential that their wait
time for a doctor’s assessment does not exceed five minutes. A "first-come, first-served" approach
to patient care helps reduce waiting time and ensures a consistent care process. To analyze and
optimize department workflows, a simulation model was created in the FlexSim software
environment. This software enables the modeling of various patient arrival scenarios, adjusting the
number of personnel, and testing different task allocation strategies. Using FlexSim has helped
identify optimal queue management and resource allocation methods, significantly improving the
department's productivity and reducing patient wait times. This article explores the specifics of
organizing emergency care operations in a rehabilitation center, optimal doctor allocation
strategies, and task scheduling methods that enhance department efficiency. The author also
provides an analysis of patient flow during a typical workday and the results of FlexSim modeling,
which offer insights into workload distribution among doctors and identify ways to improve
service delivery.
2. Related work
Main goals of this research: improving the effectiveness and speed of rehabilitation by creating a
convenient and functional CRM system for managing relationships with rehabilitation center
patients[1,2]. This includes collecting, storing, and analyzing information about patients, doctors,
trainers, and their relationships.
Within this research, the following tasks need to be addressed[3]:
1) Developing a CRM system to automate patient rehabilitation processes, assisting patient care
staff in fulfilling their responsibilities
2) Creating an algorithm for loading medical records, storing, and processing patient data to
enhance rehabilitation outcomes
3) Studying algorithm anomalies and evaluating the effectiveness of the CRM system
4) Solving the task of modeling the admissions department of a rehabilitation center [4].
Scientific paper [5] examines the relationships between variables in the success of electronic
customer relationship management (e-CRM). The article aims to explore the impact of
technological readiness, privacy, COVID-19, customer pressure, trust, service quality, and customer
satisfaction. We chose this publication because the issue of COVID-19 remains relevant, with many
people still at risk.
The research work [6] discussed the automatic tracking and quantitative assessment of physical
exercises. This not only helps motivate people towards self-improvement but also promotes better
health. It also examined strength training in addition to aerobic exercises, which is an important
component of a balanced exercise program, especially in rehabilitation processes.
Scientific work [7], included in our research, is based on a study whose essence is as follows:
the authors suggest presenting some CRM ideas and components, along with the CRM procedure,
to take proactive steps regarding client relations with medical institutions and healthcare-related
establishments to increase patient satisfaction.
The aim of article [8] is to examine the spread of COVID-19. Related recommendations to stay
home and the closure of gyms and fitness centers had a significant impact on health behavior,
leading to a general decrease in physical activity. This article examines the outcomes of measures
to prevent the spread of COVID-19 and the implementation of alternatives.
Publication [9] describes and dispels advice on exercise and diet that personal trainers provide
to their clients from a gender perspective. The article presents the results of research by therapists
and trainers regarding gender-based physical demands.
Article [10] presents certain IT solutions in the complex processes of the health industry. The
authors highlight those specifically related to physical injuries during production and exercise.
Article [11] highlights the challenges faced by sports institutions and others during the pandemic,
describing solutions to many emerging problems.
As a result of the conducted analysis of the sources used, several types of CRM systems were
selected, which we relied on in the course of our research.
2.1. Analysis of Key Components and Data for Operating a CRM System for a
Rehabilitation Center
Improving the efficiency and speed of rehabilitation by creating a convenient and functional CRM
system for managing relationships with patients at a rehabilitation center, including the collection,
storage, and analysis of information about patients, doctors, trainers, and the interactions with
them are main goals for creating CRM System with including all nesesary components. This study
aims to address the following tasks:
developing a CRM system to automate patient rehabilitation processes, assisting staff in
fulfilling their roles with patients
designing an algorithm for loading medical records, storing, and processing patient data
to enhance rehabilitation process effectiveness
dnvestigating algorithm anomalies and evaluating the CRM system software's efficiency
2.2. The dependences between different components in CRM system for
rehabilitation
The main features of CRM that we propose will include:
Brand and Location Management: This module will allow for the creation and configuration of
various brands and locations for gyms and rehabilitation centers to better manage their operations
and resource allocation.
Client Management: This module will store and process client information, including contact
details, medical history, past training sessions, and future plans.
Staff Management: This module will enable staff management, allowing the addition of new
trainers and rehabilitation specialists, integrating them into records, and tracking business
activities. Training and Rehabilitation Management: This module will provide trainers and
rehabilitation specialists with guides for client training based on their medical history.
Scheduling Management: This module will allow clients to book appointments at specific
locations, with specific trainers or rehabilitation specialists, as well as track their schedules.
Reporting and Analytics: This module will enable administrators to access and analyze statistics
to assess the effectiveness of both client and staff activities. For example, they can view statistics
for a specific location or an entire brand.
Wishlist: This module will allow potential clients to submit requests to the brand. Due to the
nature of this project, not all clients will be able to visit the location in person, so they can leave
their information along with a request.
The system will have roles to ensure each employee can view and manage only what is allowed.
The roles include:
OWNER
ADMIN
COACH
RECEPTIONIST
Each of these roles has specific permissions and limitations. The OWNER serves as the brand
owner and has access to the full functionality provided by the system.
2.3. The CRM architecture with the main components and interactions of the
rehabilitation system
To use the system, the owner must first register. Once registered, several functions become
available, such as viewing the directory of trainers and rehabilitation specialists and
adding a new brand (Figure 1).
Figure 1: Owner Capability Diagram
After adding at least one brand, the owner can then add brand locations and assign employees,
who will subsequently be able to use the system. When adding employees, the owner can assign
them one or more roles, which will determine their access to specific functionalities. Upon adding a
brand, the user will see statistics, which will initially display as zero. Once the owner adds one or
more locations, they can set up rooms (training halls) for each location, add activities for the
location, and add clients. Once a client and activity are assigned to a location, the owner will be
able to schedule the client.
Figure 2: Rehabilitation Specialist Capability Diagram
Additionally, the owner will have access to the client's medical history. The new module we
are proposing is precisely a functionality that provides management for training and rehabilitation.
Training and Rehabilitation Management: This is a new module absent in well-known
rehabilitation CRM systems that we analyzed. It enables trainers and rehabilitation specialists to
find training guides for clients based on their medical history. I haven't seen this capability in any
comparable systems. It is a list of guides retrieved from a database, which can be filtered by
physical impairments.
3. Modeling the process of patient arrivals at rehabilitation stations
An important issue is the study of data regarding the regulation of patient inflow to the
rehabilitation specialist and ensuring even distribution [12-16]. We examined the task of
distributing the number of patients within specified time intervals Table 1. It is useful for the
Rehabilitation Department to provide assistance quickly and promptly, and the administrator
believes that patients should not wait more than five minutes to see a doctor. Patients are served
on a "first-come, first-served" basis and are examined by the first available doctor when their turn
comes [13]. The pattern of patient arrivals on a typical day is as follows:
Table 1
Patient Arrival Intensity
Hours Patient Arrival
Rate
9 am – 15 pm 6 patients per hour
15 pm – 20pm 4 patients per hour
20:00–midnight 12 patients per hour
The rate of patient arrivals follows a normal distribution with a coefficient of variation of 20%,
and the treatment time, averaging 12 minutes, follows an exponential distribution.
Allocate rehabilitation therapist working hours across each period to serve the expected number
of patients while aiming to equally distribute the workload among all rehabilitation specialists as
much as possible. In modeling a flow line, quantities distributed according to the normal law are
also needed. To achieve this, we will consider a standard Gaussian random variable. The
distribution function of the standard normal law(1):
�2
Ф(�) = � 푑�
1 � −2
(1)
2�
−∞
Figure 3 shows the specified input parameters for the initial station and the projected number of
patients who may arrive at a given station within the corresponding specified time interval.
Figure 3: Input parameters of patients for the corresponding time interval
We have proposed a simulated process, using simulation modeling, for distributing patients
among rehabilitation specialists' offices within a specified time interval.
4. Results
Using the FlexSim simulation modeling environment [12], the process of patient distribution
relative to the given criteria was modeled, where the intensity of patient arrivals follows a normal
distribution with a quadratic coefficient of variation of 20%, and the treatment time, averaging 12
minutes, follows an exponential distribution. The task is to allocate the doctors' working time
during each period in such a way that assistance is provided to the expected number of patients,
while also aiming to evenly distribute the workload among the doctors. The obtained statistical
results of the even distribution are shown in the graphs depicted in the Figure 4.
Figure 4: Data analysis for each element of the model component for distributing patients to
rehabilitation therapists.
As a result of the distribution, we obtained charts showing the arrival of patients at the
rehabilitation stations and their even distribution, which are depicted in Figure 4 in the State Pie
charts which demonstrates the even distribution of patients across the four stations.
5. Summary and Conclusion
In conclusion, this research successfully demonstrates the development of an integrated
information management system tailored to the rehabilitation field. By creating a user-friendly and
functional CRM system with the addition of Training and Rehabilitation Management components,
this approach enhances the efficiency and effectiveness of patient care during rehabilitation. The
system's ability to collect, store, and analyze data on patients and healthcare professionals ensures
a seamless flow of information, supporting informed decision-making. Additionally, the simulation
modeling of patient arrival and treatment times illustrates the system's capacity to optimize
resource allocation and reduce wait times, ensuring prompt and efficient service. Ultimately, this
research contributes to improving rehabilitation management by leveraging technology to
streamline processes and enhance patient care outcomes.
6. Declaration on Generative AI
In the process of preparing this paper, the authors utilized ChatGPT and Grammarly to identify
and correct grammatical errors, typographical errors, and spelling problems. After using these tools,
the authors have carefully reviewed and edited the content as needed and take full responsibility
for the final publication.
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