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225
臺大管理論叢
2016/12
第
27
卷第
1
期
225-254
DOI:10.6226/NTUMR.2016.SEP.C102-025
服務創新與設計之健康照護服務設計規劃模式：
以遠距照護為例
Healthcare Service Design Planning Model for Service Innovation
and Design: The Case of Tele-Health
摘 要
本研究以健康照護服務設計為主題，參考
Goldstein, Johnston, Duffy, and Rao (2002)
的模
式，提出健康照護服務設計規劃模式。此模式始於服務策略規劃，終至成效衡量與回
饋校準，探討創新服務的設計概念建構與實務推動。
此模式有幾項主要特點。一、由服務概念貫穿整體服務設計規劃的架構，同時考量服
務行銷與服務營運，探討健康照護服務的內容與過程。二、突顯健康照護服務之高度
接觸服務特性，強調病人感受與需求。三、統整數個領域的研究成果與實務，考量醫
病關係的改變與未來發展趨勢。四、重視系統整合串接，以服務接觸三角來構思整體
服務模式。五、從營運層面先行把關，降低跡近錯失的可能性。
本研究並以個案分析的方式，探討健康照護服務設計規劃模式的實際成功應用。
【關鍵字】
服務設計、遠距照護、營運模式、服務營運
Abstract
This study focuses on the theme of healthcare service design. Based on the framework
proposed by Goldstein, Johnston, Duffy, and Rao (2002), this study develops a
comprehensive healthcare service design planning model. This model integrates various
viewpoints to investigate the conceptual construction of service design and the
corresponding implications on practical implementation. The full process from service
strategy development to outcome measurement and feedback is discussed.
The main features of this proposed model are as follows. First, it investigates the “what” and
“how” of the healthcare service model via service concept. Second, the high-contact nature
of healthcare service is emphasized, taking account of patients’ demands and perceptions.
Third, the evolving doctor-patient relationship and its potential future development are
considered. Fourth, the integration among service systems and the patient privacy issues are
explicitly explored. Last, healthcare service allows minimum room for service failure.
Preventions and improvements should be carefully designed to avoid life-threatening
incidents.
This proposed model has been successfully applied to an initiative in a Tele-Health Center of
the case hospital to design its high-value-low-cost service and business model. Such an
encouraging practice sheds light on the healthcare service innovation and design.
【
Keywords
】
service design, tele-health, business model, service operations
余峻瑜
/
國立臺灣大學工商管理學系助理教授
Jiun-Yu Yu
, Assistant Professor, Department of Business Administration, National Taiwan University
鄭佩怡
/
國立臺灣大學工商管理學系研究助理
Pei-Yi Cheng
, Research Assistant, Department of Business Administration, National Taiwan University
Received 2013/12, Final revision received 2015/9