電腦聲控系統應用於掛號服務之探討以財團法人彰化基督教醫院為例

Applying Digital Voice Command System in Registration Service-An example of Changhua Christian Hospital

洪志明(Chih-Ming Hung) ； 徐國峰(Gwo-Feng Shyu) ； 趙士玨(Shyh-Jueir Chao)

《醫務管理期刊》 3卷4期 (2002/12) Pp. 85-94

摘要

掛號是每一家醫療院所必須提供的服務項目，同時也是面對民眾就醫的第一關卡；隨著醫療環境的變遷，為了永續的營運，全業中以顧客導向的經營理念已被引用到醫院裹來增加競爭力，於是掛號途徑的多樣化與方便性成為醫院服務顧客所必須具備的條件；如何在品質與效率兼顧的情形下做好服務是各醫院積極探討的課題。本文以財團法人彰化基督教醫院為例，在掛號服務的項目應用語音辨識系統，以人性化對答的方式，提供使用者在掛號的途徑上多一項選擇；同時也分享設置聲控掛號系統前後評估的經驗，期望與醫療界先進交換心得。

關鍵字

語音辨識 ； 聲控

並列摘要

Patient registration is a service that every medical institution has to provide, and is also the first point of contact on many occasions. With all the changes in the healthcare environment that have occurred, hospitals have been moved to adopt the business approach of customer-oriented service to increase competitiveness in order to survive in the long-term. This approach emphasizes multiple options for registration, increasing the convenience to the customer. Improving the quality of registration is the goal of every medical institution.
This paper introduces the Changhua Christian Hospital system, which uses a voice recognition automated telephone system to offer registration. The system provides a personalized approach and offers customers a further way of completing registration formalities. The registration system was assessed before and after the introduction of this automated system. Our experiences are detailed here to give others in this field the benefit of this particular example.

並列關鍵字

Voice recognition ； Voice command

參考文獻

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