知識型決策支援系統應用於家庭醫師疾病診斷與病患關係管理之研究

A Knowledge-based Decision Support System for implementing Disorder Diagnosis and Customer Relationship Management on Family Physicians

全民健保的實施使醫院面臨更大的挑戰，而基層醫療院所相較於其他醫療層級，在人力與各方面資源上皆處劣勢。在整體醫療環境的變遷下，首先「全人整體照顧」的概念，引發家庭醫師制度的推行，制度促使基層醫療單位應備受重視的概念。施行的實際成效目前雖未顯著，卻是未來醫療發展上必然的趨勢。另外，在競爭環繞的醫療環境，有逐漸擴大的壓力壓迫到各層級醫院的存亡，也因此醫療院所應考量在經營績效、設備建置、人力資源、成本等各個層面，採取不同手段以因應現今醫療環境下的威脅。近年，資訊科技的進步替醫療產業提供了多樣的支援應用系統。資訊科技之於醫療產業是可發展的契機，因此如何針對醫院本身特質來配置最具成本效益的技術，並發展有效的資訊系統，已成為醫院存續與否的重要課題。再者，許多應用於企業的管理概念，如顧客關係管理，已漸漸滲透到醫療產業裡，但實際執行管理概念者卻為數不多，吾人認為此乃可為而未為之，故在探討相關醫療背景情況後，本研究將知識管理、病患關係管理等概念和資訊技術結合，擬建構符合「全人整體照顧」導向之知識型決策支援系統，講求從開始診斷到後續追蹤的支援服務，希望幫助診所執行一般診療及訊息提供的輔助外，亦創造新的病患價值與同業之差異性，進而提升診所的競爭優勢。

The implement of the Taiwanese National Health Insurance make hospitals face more contests. And the basic unit healing institute compares to other medical levels, on manpower and various aspects resources all place inferiority. Under the changing of overall medical treatment environmental trend, the opinion of "whole person continuous care" has put the system of family physicians into practice. The system urges the concept which the basic unit of medical service should be important. Its execution actual result has not at present revealed, but actually will be the inevitable tendency of medical treatment development in the future. Moreover, the environment which surrounds in the competition gradually expands the pressure oppresses various levels hospital the life or death, therefore the healing institute should adopts the different method by the threat which brings in accordance to the environment. Recent years, the information technology has provided the support system for the medical industry. It’s a turning point which may develop to the medical industry. So how to dispose information system which is most cost benefit has become the important topic to exist of hospital. Furthermore, many concept of enterprise's management, such as customer relates the management, gradually seeped to the medical industry, but who actually carries out those is few. Therefore after the discussion correlation medical treatment background, our research combine the management concept and information technology, and plans to construct a knowledge-based decision support system which is tally with the orient of “whole person continuous care”, emphasizes from starts to the following tracing support service. Our research hopes to help the clinic execution generally to diagnose and the news provides, also creates the new value of patents and the difference of same business, and then promotes the clinic the competitive advantage.