新型冠狀肺炎疫情下健保重大政策及滿意度之探討

Major National Health Insurance policies in Taiwan and residents’satisfaction with them during the COVID-19 pandemic

目標：探討疫情下民眾對健保重大政策之認知度、支持度、使用率和滿意度，以供衛生單位相關政策決策之參考。方法：以中央健康保險署「110年運用資料治理建置健保政策應用及監測模式」之問卷調查所收集之資訊，調查對象為台閩地區年滿18歲民眾。內容涵蓋健保滿意度、健保雲端查詢系統、健康存摺、分級醫療、保費緩繳、視訊診療、虛擬健保卡等議題。結果：年度民調有效樣本3,266份，主題式民調有效樣本2,226份，對健保及院所的滿意度達九成以上。86.3%民眾滿意旅遊史、職業別、接觸史及群聚史(TOCC)查詢提示機制，38.4%受訪者知道健康存摺可查詢就醫資料、86.4%使用者滿意使用經驗，88.8%民眾有參與分級醫療意願、33.5%民眾受疫情影響就醫意願，86.2%民眾贊成保費緩繳政策，七成民眾支持推動視訊診療服務及虛擬健保卡政策。結論：民眾對健保重大政策之態度似乎無受疫情影響，且有正向上升的趨勢，亦對健保推出之各項因應疫情的政策表示肯定態度。未來若能持續以科技協助防疫，將使全民面對嚴峻疫情挑戰時，能有最即時的支援工具。

Objectives: In this study, we explored major National Health Insurance (NHI) policies in Taiwan and residents’ awareness about, support for, utilization rate of, and satisfaction with them during the COVID-19 pandemic to create a reference for health-care policymakers. Methods: We analyzed data collected through a survey conducted among the residents (age ≥18 years) of Taiwan using the 2021 NHI satisfaction questionnaire. The questionnaire comprised questions on NHI satisfaction, NHI MediCloud system, My Health Bank, referral system, premium payment deferral or installment, telemedicine, virtual NHI cards, and other topics. Results: A total of 3,266 and 2,226 valid samples were obtained through annual and thematic polls, respectively. The rate of satisfaction with NHI and medical institutions was >90%. Of the respondents, 86.3% were satisfied with the travel history, occupation, contact history, and cluster query reminder system; 38.4% were aware that My Health Bank can be used to seek medical information; >86.4% were satisfied with their experience; 88.8% were willing to participate in the referral system; 33.5% did not seek medical care due to the pandemic; 86.2% supported the policy related to deferred payment of premiums; and 70% supported telemedicine promotion and virtual NHI card policies. Conclusions: The COVID-19 pandemic appears to have had no negative effects on the general public’s attitude toward major NHI policies, which showed an upward trend. In the future, technology may be used to facilitate epidemic prevention and provide immediate support to individuals during severe epidemics.