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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
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Healthcare Service Design Planning Model for Service Innovation
and Design: The Case of Tele-Health
1. Purpose/Objective
Healthcare is an ancient but modern industry.With the rapid development in technology,
the scale of healthcare services has expanded so extensively that many have argued that
healthcare is the largest service industry in the world. However, healthcare service providers
face many unforeseen challenges. Porter mentions that competition among hospitals is “too
broad”, “too narrow”, and “too local”, as top managers of hospitals set the wrong goals and
strategies for developing their own organizations (Porter, 1985; Porter, 2010; Porter and Lee,
2013). The concepts of “care cycle” and “patient-centered” are not on their minds when they
plan for better healthcare. On the other hand, Christensen et al. (2008) propose that
disruptive innovation is the core prescription to the gigantic but inefficient healthcare
system. Disruptive innovation must be based on the creation of values that are unseen or
neglected before, but that are in fact of great importance to the customers. Thus, value
propositions and strategic positioning are the key factors in innovating healthcare services.
Once the value proposition is confirmed, an implementation planning model must be
developed to guide the operational details. Goldstein et al. (2002) emphasize the idea of
“service concept” and propose a general “service design planning model”. However, even
though healthcare is generally classified as a service, some unique properties of healthcare
make the service design planning model not directly applicable. This paper proposes a
healthcare service design planning model by integrating the methods and practices from
management studies and healthcare research. The aim of this paper is to develop a model that
will guide service designers of healthcare innovations to identify the needs of the patients
and stakeholders and then align required resources to realize the plan.
2. Design/Methodology/Approach
One of the most important trends in healthcare is the adoption of the concept patient-
centered and the corresponding strategic planning and resource alignment. Various
definitions for patient-centered have been proposed, and Berwick summarizes them into
three main directions: (1) The needs of the patient come first, (2) Nothing about me without
me, and (3) Every patient is the only patient. Generally speaking, services are characterized
Jiun-Yu Yu
, Assistant Professor, Department of Business Administration, National Taiwan University
Pei-Yi Cheng
, Research Assistant, Department of Business Administration, National Taiwan University