簡介病人就醫旅程在健康照護之應用

An Introduction to the Application of the Patient Journey in Healthcare

維護病人安全是全球健康照護者所面對最重要，也是醫療服務中最具挑戰的議題，WHO倡議「2021-2030全球病人安全性行動方案」，鼓勵授權病人和家屬參與共同營造更安全的醫療照護，建議以病人就醫旅程作為改善病人安全為最佳解決方案之一。醫療機構可以質性或量性方式收集病人就醫旅程資料，分析找出服務流程中具附加價值之步驟並強化其貢獻，才能具體提升醫療服務效率及改善病人感受，同時也應納入相關之工作人員之感受與經驗，瞭解雙方對事件感受之相同與相異處，以及病人接觸點的治療工具與相關流程以及環境因素，以了解接觸點間的彼此關連性與斷鏈處，並依此結果進行流程再造或品質改善。未來智慧裝置導入將更便於紀錄病人旅程，強化病人醫療安全，開創出以病人為中心的醫療新局面。

Patient safety is a paramount concern for healthcare providers globally, posing one of the most challenging issues in medical services. The World Health Organization advocates for the ''Global patient safety action plan 2021–2030'' encouraging the empowerment of patients and their families in collaboratively creating safer healthcare. It suggests using patients' journeys as one of the optimal solutions for improving patient safety. Healthcare institutions can collect qualitative or quantitative data on patient's journeys, analyze to identify steps with added value in the service process, and strengthen their contributions. This concrete approach is essential for enhancing medical service efficiency and improving patient experiences. It is also crucial to consider the perspectives and experiences of relevant staff members, understanding both parties' similarities and differences in their perceptions of events. This includes the treatment tools, related processes, and environmental factors at patient touchpoints. Understanding the interconnectivity and potential gaps between touchpoints allows for process redesign or quality improvement based on the results. The future integration of smart devices will facilitate recording patient journeys, promoting patient safety in healthcare, and pioneering a patient-centered medical care paradigm.