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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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customers, is employed to investigate and identify the possible conflicts during the service
delivery process. The three parties should work together to create a satisfactory service
encounter adhering to patient-centered and value-based principles.
For the output aspect of the healthcare service planning model, clinical outcomes,
quality of life, and service experience are proposed. Finally, it is necessary to ensure that all
of the activities in a healthcare service are well-planned, well-executed, and well-evaluated
in an effective and efficient way. In this model, four types of indicators are developed:
medical, financial, operational, and customer.
In this study, the case study approach is applied to enhance the exploration of healthcare
service design and to evaluate the applicability of the healthcare service design planning
model. A leading teaching medical center with excellent reputation in cardiovascular disease
plans to design and develop an innovative healthcare service: telehealth. To ensure the
success of this project, a collaborative, cross-disciplinary research team, integrating faculty
from medical school, electronic engineering, and management, is formed. During the
research period, both quantitative and qualitative data, collected from participative
observations and in-depth interviews, are analyzed. The healthcare service design planning
model for telehealth is gradually developed in the process.
Tele-health
Post-discharged cardiovascular disease and heart failure patients are typically not well
administered due to underutilized in-time cardiac medication and poorly self-managed blood
sugar, blood pressure, and lipid levels. Thus, tele-health has been regarded as the most
favorable solution as it integrates telemonitoring, telediagnosis, teleconsultation, and tele-
education. Anker et al. (2011) argue that standardization and appropriate classification of
telemedical systems are needed to enable accurate interpretation of clinical trials, and they
propose a four-generation telemedicine framework based on three criteria: reactive data
collection, immediate analytical structure, and remote patient management system. However,
as these studies are conducted from the clinical perspective, managerial issues such as
operations and marketing are overlooked. This study attempts to fill this gap.
3. Findings
A healthcare service design planning model for tele-health is successfully developed in
this study. Two main service strategies are defined based on the patient-centered and value-