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On December 17th, the 2023 Academic Annual Conference of the Medical Engineering and Informatics Branch of the China International Exchange and Promotion Association for Medical and Health Care (CCPAM for short), together with the Huaxia Medical-Engineering Integration and Smart Hospital Development Forum and the Launching Ceremony of the "Huatuo Project Public Welfare Initiative" Training Session on Medical-Engineering Integration for Enhancing Primary Medical Institution Capabilities, was successfully held at the Wuhan Eurasia International Conference and Exhibition Hotel.
Hosted by the Medical Engineering and Informatics Branch of CCPAM and organized by Union Hospital, Tongji Medical College, Huazhong University of Science and Technology, this conference brought together elites from the medical, industrial technology, and enterprise sectors, and invited experts from multiple fields to participate. Attendees shared insights and exchanged views on medical-engineering integration and smart hospital development, jointly discussing the construction and advancement of smart hospitals, as well as medical-engineering integration and technological innovation.
Wang Zhongjiu, President of Fwone Technology, Delivers Themed Speech
Wang Zhongjiu, President of Fwone Technology, was invited to deliver a themed speech titled "Empowering Healthcare, Proactive O&M: IT Operation and Maintenance Management Solutions", sharing how Fwone’s O&M solutions help hospitals achieve "empowering healthcare through proactive O&M".
In his speech, Wang Zhongjiu stated that Fwone’s O&M management solution is a new-type O&M management solution based on proactivity and centered on services. This solution is guided by three core principles: Empowerment, Proactivity, and Service.
1. Empowering Healthcare to Facilitate Digital-Intelligent Transformation
In the era of big data, big data statistical analysis is indispensable for manufacturing, production, and enterprise management—and the healthcare industry is no exception. Wang Zhongjiu emphasized that empowering healthcare through big data and AI analysis technologies, and applying these technologies to the daily work of frontline users, can improve the accuracy and intelligence of medical services.
To implement the "Empowerment" principle, Fwone provides three intelligent modules:
① Intelligent Assistant
Integrating artificial intelligence and AI analysis technologies, and guided by "problem-solving + communication experience", it builds knowledge based on the knowledge base and conducts accurate semantic analysis. The robot automatically matches questions in the knowledge base and provides answers; the intelligent customer service assistant is available 24/7, enabling customers to access intelligent services anytime.
② Intelligent Voice Customer Service
When users submit maintenance requests via phone, if there is no response within 5 seconds, the call is automatically transferred to the voice customer service, providing a humanized voice reception experience. It uses voice conversion technology to convert maintenance content into text, automatically generates work orders, and retains recording files.
③ Intelligent Work Order Assignment
It extracts keywords and associates them with pre-established assignment models. Through rapid simulation training, it achieves semantic analysis and intelligent work order dispatch. Currently, the accuracy rate of voice analysis and work order assignment exceeds 95%.
2. Proactive O&M to Explore Predictive Management
Many traditional O&M management platforms only support multi-channel maintenance requests, leading to passive "fire-fighting" management. Addressing this issue, Wang Zhongjiu pointed out that transforming from passivity to proactivity is the key to better solving users’ problems.
Proactive O&M service is a service model guided by customer needs, covering the pre-event, in-event, and post-event phases to proactively identify and intervene in problems. Fwone provides the "Proactive CyberLink Module", which includes three core functions: next-generation remote assistance, proactive monitoring, and situational awareness.
① Pre-event: Real-Time Monitoring to Shift from Passive to Proactive
Before a user’s device malfunctions, the system can monitor the host’s operating status in real time and collect basic information about the user’s device. This information is presented visually through card-based views or modeling, allowing technicians to clearly grasp the status of all terminals in the hospital.
② In-event: Situational Awareness for Proactive Early Warning
When a user’s device malfunctions, situational awareness provides a unified platform for threat detection and risk handling. Proactive early warning transforms "post-event passive management" into "pre-event active prevention".
③ Post-event: Proactive CyberLink for Remote Assistance
After receiving early warning information from situational awareness, technicians can directly access the user’s terminal for remote assistance with one click (without requiring an IP address) to help resolve issues. Proactive CyberLink supports two modes: silent remote access and interactive remote access, and provides functions such as information interaction, real-time drawing, file transfer, and terminal commands.
3. Efficient Services to Drive High-Quality Development
"Success starts with word of mouth, and services determine the future." Wang Zhongjiu stated that Fwone has always attached great importance to services and strives to provide high-quality services to every customer.
Fwone offers team support, statistical analysis, and solution services to help users fully understand and organize O&M work, and provide support for macro decision-making.
① Statistical Analysis
Through tools such as intelligent O&M service reports and O&M command center dashboards, it optimizes the IT O&M service process and provides data support for decision-making.
② Solution Services
Fwone provides one-stop O&M solutions, covering consulting, development, implementation, and post-launch operation support, as well as continuous services after the platform goes online.
③ Team Support
It adopts effective methods and measures to ensure the stability of information systems and infrastructure, improve the efficiency of IT O&M services, and reduce O&M service costs.
Fwone’s O&M Platform: Customizable to Meet Diverse Needs
Wang Zhongjiu further noted that Fwone’s O&M management platform also includes other functional modules such as full-process work order management, call center management, asset management, project management, on-duty scheduling, and hospital knowledge base. It also supports more customizable module requirements, focusing on promoting the construction of a comprehensive O&M management system.
In the current era of explosive growth in digital-intelligent integration technology, only by matching high-quality services with integrated data and new AI architectures can we establish a proactive, scientific, and effective O&M service system and drive the high-quality development of hospitals. Fwone will continue to adhere to technological innovation, promote medical-engineering integration, and work with industry experts and partners to advance the development of smart healthcare.
