探討網路醫療諮詢之角色：從台灣e院的醫師回答談起

Investigating the Role of Online Medical Consultation: An Analysis of Doctors' Answers on TAIWAN eDOCTOR

本研究以行政院衛生福利部之台灣e院網站「醫療諮詢」服務為研究對象，針對24個醫療科別的網路醫療諮詢中之醫師回答，就諮詢長度、諮詢策略、諮詢意圖、與諮詢類型進行文本分析。研究結果發現諮詢長度最長的是高年科。醫師諮詢類型分為「評估型」、「診斷型」、「治療型」、「保健型」、以及「行政型」等五類。諮詢策略共有九種類型，以「說明式」最常被採用；而諮詢意圖共有八類，其中以「提出建議」最常見。研究結果一方面可以了解醫師所採取的線上醫病互動模式，一方面可以或許類推至面對面的醫病互動關係，提升醫療資訊的服務品質。

This study explores the answers posted on an online medical consultation website- Taiwan eDoctor of Ministry of Health and Welfare in Taiwan. It analyzes the medical consultation provided by medical professionals, with specific focus on length of consultation, consultation types, consultation strategies, and consultation intents. The average length of consultation is 135.025 words, with consultation of Geriatrics and Gerontology the longest. Six types of consultation are found, including evaluative, diagnostic, interventive, health-promotional, and administrative. Nine consultation strategies are found, and most commonly used strategy is explanational. The most commonly delivered intent among all eight consultation intents is making suggestions. The results of the study may shed insight into the physician-patient relationship in an online environment, and also generalize the patterns to the interaction during clinical encounter in order to improve the service quality of medical information. This study makes implications in designing an interactive online health consultation system.