運用SAAS成功落實衛生政策的行銷策略－－以台灣五級檢傷制度變革為例

SaaS Makes Health Policy work -Marketing Strategies for e-Triage in Taiwan

台灣以不到兩年時間，推動全國97.45％急救責任醫院從原先四級檢傷判斷變革為五級，且同時全面導入電子檢傷，讓最前端急診臨床資料納入整體醫療資料庫，改善急診服務品質運用。本研究從國外推動文獻，及綜觀台灣推動電子五級檢傷的歷程，探討醫院從觀望到配合的關鍵成功要素，及過程中所遭遇的困難及解決方式。本研究採個案研究方式，從衛生署檢傷政策、推動措施、醫院及資訊廠商配合態度，以行銷5C觀點解析，發現：衛生署從開始就確定將五級檢傷制度(Service)融入電子檢傷專家系統(Software)來呈現，讓檢傷人員有明確學習標的，即以SaaS做為行銷策略；透過有經驗的推動團隊以PDCA於歷程中事先規劃、按步實施；結合急救專家為通路，貼近醫院急救部門；導入資訊廠商，藉由市場競爭，降低系統成本，並協助導入服務及日常維運；廣納與急診有關的掛號、財務、法律、管理及資訊等部門，以系統化思維通暢急診全流程與作業，減少部門間的不協調。台灣由四級檢傷制度透過電子檢傷專家系統變革為五級檢傷的成功案例，提供了一個推動衛生政策的科技創新模式。這個案例將提供衛生政策另一種運用資訊科技有效落實政策目標的參考。

Only two years of promotion, 97.45% of the hospitals in Taiwan had completed preparations for e-Triage operations. This study provides an overview of the implementation of e-Triage in Taiwan, including inducements for hospitals, key factors in the willingness to adopt the program, and difficulties encountered. This study used the case study and 5C's of marketing mix to analyze government campaigns and promotional programs, hospital satisfaction surveys, and data firom interviews with HIS (hospital information system) vendors. The principle behind the marketing strategy was 'Software (e-Triage) as a Service (Taiwan Triage and Acuity Scale)' and the Plan-Do-Check-Act process was used to sequentially plan and execute each phase of preparation and promotion. Professional ED teams and HIS vendors collaborated to ensure professionalism in emergency services and the sustainable operation of the system. Taiwan's full incorporation of e-Triage can be accomplished through the appropriate use of SaaS strategy and 5'C marketing-mixed analysis. This study provides a valuable reference regarding the implementation of e-Triage or similar informational/technological applications and the integration of the nursing staff tasked with its operation.