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based principles. Thus, the tele-health service design planning is featured as follows. First,
provide a customized individual tele-health service for patients with a fully integrated
information system which is enabled by close collaborations among internal departments.
Second, ensure real-time and accurate patient data transmission so that the physicians and
case managers in the tele-health service are able to know the patient’s condition and provide
feedback if necessary.
As for the input aspect of the healthcare service planning model for tele-health, various
professional human resources are particularly important to realize the patient-centered
concept. In addition, service process design and innovation should be taken into careful
consideration. In the Service Encounter Triad of the delivery system, the customer part must
include not only patients but also their family members and care givers. The connections
between each pair of the three roles in the triad are thoroughly discussed and defined.
The output aspect of the healthcare service planning model can be divided into two
main aspects: clinical outcome and service experience. For the clinical outcome, patients
receiving the tele-health service would expect that their health conditions are well-monitored
and well-controlled. Thus, processing of the patients’ vital signs, including measure, storage,
transmission, and analysis, must be cautiously designed and flawlessly implemented.
Regarding the service experience, patients receiving tele-health service would expect a
satisfactory service process and a relieved life. Therefore, the psychological, social, and
independent aspects of wellbeing must be considered simultaneously and systematically.
In regards to the four types of performance indicators, the Tele-health Center has
delivered very good results in the past few years. The values of the four types of indicators
are all significantly improved after using tele-health services for a fixed amount of time.
The healthcare service planning model for tele-health developed in this study is
successfully applied to the Center. The conclusions of the model would lead to better
resource allocation decision making.
4. Research Limitations/Implications
There are several research limitations in this study. First of all, the healthcare service
planning model for tele-health is developed with reference mostly to patients with
cardiovascular disease. Thus, it may require further modifications so as to guide the
construction of tele-health services for other types of patients such as cancer or diabetic
patients. Secondly, although various types of professional human resources are considered