- 期刊
從抗拒到賦能：小型醫療機構成功數位轉型之路
From Resistance to Enabling- the Digital Transformation in Small Healthcare Organizations
摘要
目的：探討小型醫療機構在數位轉型過程中面臨的使用者抗拒問題，以及如何通過資訊賦能策略降低抗拒並成功導入新數位系統。方法：採用個案研究法，以台灣某牙醫聯盟導入三套數位系統（滿意度偵測、電子病歷、線上預約確認）為例。通過質性訪談和次級資料分析，依TAM理論歸納使用者抗拒類型，並運用資訊賦能論分析降低抗拒的策略。結果：1.使用者抗拒主要表現為對系統「知覺可用性」和「知覺易用性」的質疑。具體包括：醫師對病人評價的反對、對電子系統操作的不適應、助理邀請病人加入系統的困難等。2.成功降低抗拒的策略包括：調整溝通流程，如改變病人評價反饋方式；修改系統功能，如簡化代理人綁定流程；調整組織架構，如設立「後台巡邏員」職務；採用雙軌制，允許紙本與電子系統並行；流程示範，分享成功經驗提高系統使用率。3.實施效果：病人加入線上系統比例從43.2%提升至87.5%，每日電話量從196通降至148通。結論：小型醫療機構可通過提高資訊賦能來降低使用者對新數位系統的抗拒。具體可從調整數位系統、修改作業流程與變更組織架構等方面著手，提高資訊系統與組織之間的相容性，進而成功實現數位轉型。
並列摘要
Objectives: To investigate user resistance issues faced by small healthcare organizations during digital transformation and how to reduce resistance and successfully implement new digital systems through information empowerment strategies. Methods: A case study approach was adopted, using the example of a dental group in Taiwan implementing three digital systems (satisfaction detection, electronic medical records, and online reservation confirmation). Through qualitative interviews and secondary data analysis, user resistance types were categorized based on TAM theory, and strategies to reduce resistance were analyzed using information empowerment theory. Results: User resistance mainly manifested as doubts about the system's "perceived usefulness" and "perceived ease of use". Specific examples include doctors' opposition to patient evaluations, difficulty adapting to electronic system operations, and assistants' challenges in inviting patients to join the system. Successful strategies to reduce resistance include adjusting communication processes, such as changing patient feedback methods; modifying system functions, such as simplifying proxy binding processes; adjusting organizational structure, such as establishing "back-end patrol" positions; adopting a dual-track system: allowing paper and electronic systems to coexist; and process demonstration: sharing successful experiences to increase system usage. Implementation effects: The proportion of patients joining the online system increased from 43.2% to 87.5%, and daily phone calls decreased from 196 to 148. Conclusions: Small healthcare organizations can reduce user resistance to new digital systems by enhancing information empowerment. Specifically, this can be achieved by adjusting digital systems, modifying operational processes, and changing organizational structures to improve compatibility between information systems and the organization, thereby successfully achieving digital transformation.