健康照護組織服務流程管理系統之設計－－以養生文化村為例

Design of a Healthcare Serviceflow Management System-A Case Study of Culture and Health Promotion Village

隨著組織的成長，企業內外流程的作業愈來愈繁雜。企業紛紛改採以工作流程管理系統來進行流程的控制與自動化，以替代原本利用人工來處理及傳遞流程的作業。Klischewski與Wetzel在2000年提出服務流程管理的概念，強調以系統使用者為導向設計系統，使系統運作更富有彈性，能配合健康照護組織流程管理彈性化的需求；同時，也強調系統跨組織運作的能力，以因應現代醫療體系E化的發展。本文提出一服務流程管理系統架構，並以XML為基礎，設計一彈性化服務流程管理系統，以解決工作流程管理系統僵化的弱點，並符合系統跨組織運作能力的需求。最後，本研究將所設計之服務流程管理系統應用在「長庚養生文化村」，作為進一步研究之參考。

As the complexity of the healthcare services grows, intra-and inter-organizational healthcare services become more difficult to manage. The administration of the healthcare organization needs a promising information system to solve the problem and then to improve the effectiveness and efficiency of the healthcare services. Many industries adopt the workflow management system to control the flow of business process. Recently, Klischewski and Wetzel proposed the concept of serviceflow management for the special need of the healthcare providers. In this study, we propose a framework of the serviceflow management system (SfMS) for healthcare organizations. Since the ability of inter-organizational flow management is essential, we design and implement a flexible XML-based SfMS for managing the serviceflow across multiple healthcare organizations. Finally, we apply the SfMS to Chang Gung Culture and Health Promotion Village as a case study.