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

Healthcare Service Design Planning Model for Service Innovation and Design: The Case of Tele-Health

本研究以健康照護服務設計為主題，參考Goldstein, Johnston, Duffy, and Rao (2002) 的模式，提出健康照護服務設計規劃模式。此模式始於服務策略規劃，終至成效衡量與回饋校準，探討創新服務的設計概念建構與實務推動。此模式有幾項主要特點。一、由服務概念貫穿整體服務設計規劃的架構，同時考量服務行銷與服務營運，探討健康照護服務的內容與過程。二、突顯健康照護服務之高度接觸服務特性，強調病人感受與需求。三、統整數個領域的研究成果與實務，考量醫病關係的改變與未來發展趨勢。四、重視系統整合串接，以服務接觸三角來構思整體服務模式。五、從營運層面先行把關，降低跡近錯失的可能性。本研究並以個案分析的方式，探討健康照護服務設計規劃模式的實際成功應用。

This study focuses on the theme of healthcare service design. Based on the framework proposed by Goldstein, Johnston, Duffy, and Rao (2002), this study develops a comprehensive healthcare service design planning model. This model integrates various viewpoints to investigate the conceptual construction of service design and the corresponding implications on practical implementation. The full process from service strategy development to outcome measurement and feedback is discussed. The main features of this proposed model are as follows. First, it investigates the ＂what＂ and ＂how＂ of the healthcare service model via service concept. Second, the high-contact nature of healthcare service is emphasized, taking account of patients' demands and perceptions. Third, the evolving doctor-patient relationship and its potential future development are considered. Fourth, the integration among service systems and the patient privacy issues are explicitly explored. Last, healthcare service allows minimum room for service failure. Preventions and improvements should be carefully designed to avoid life-threatening incidents. This proposed model has been successfully applied to an initiative in a Tele-Health Center of the case hospital to design its high-value-low-cost service and business model. Such an encouraging practice sheds light on the healthcare service innovation and design.