基於多利害關係人觀點之電子照護服務

e-Health Service based on Multi-Stakeholder Perspectives

電子照護服務的病人持續使用率在全球都普遍低於預期。許多的研究因此致力找出增加使用率的方法。然而，大部份的研究所提出的解決方案，不是從醫師的價值主張著眼，就是從病人的價值主張出發，兩者都忽略了一個重要的事實—那就是醫師和病人兩方都是電子照護服務的利害關係人。為了突顯這個議題的重要性，本研究從多利害關係人的觀點企圖了解電子照護服務的價值並提出一套整合性的電子服務價值架構。為了驗證我們的架構，我們從台大醫院收集訪談及問卷資料。研究結果顯示，醫師、病人、及個管師的價值主張皆顯著影響病人電子健康照護的持續使用，且這些影響是彼此交互關聯的，不是各自獨立的。

Worldwide, patients' continuous use of e-Health services remains largely lower than expected, and numerous studies have attempted to identify ways to expand use. Most of these studies have proposed solutions based either exclusively on physicians' e-Health value propositions (VP) or patients' e-Health value propositions (VP)-both of which ignore the critical fact that physicians and patients are both stakeholders in e-Health services. To address this issue, in this study, we investigate e-Health service valuation from a multi-stakeholder perspective and propose an integrated e-Health service valuation framework. We collect survey and interview data from the National Taiwan University Hospital (NTUH) and our main findings show that physician, patient, and care manager VPs all significantly impact patients' continuous use of e-Health services and that these impacts may function collectively rather than independently.