建置智能客服維繫新生兒親子關係

Building an Intelligent Customer Service System to Maintain the Parent-Infant Relationship

高淑容(Shu-Jung Kao) ； 陳筱瑋(Hsaio-Wei Chen) ； 劉翠瑤(Tsui-Yao Liu) ； 黃亭嘉(Ting-Chia Huang) ； 曾淨如(Ching-Ju Tseng)

《北市醫學雜誌》 預刊文章 Pp. 1-5

https://doi.org/10.6200/TCMJ.202010/PP.0013

摘要

新型冠狀病毒肺炎疫情在全球延燒，成為最關切的健康議題，考量嬰兒感染風險，臨床建議將疑似或確診產婦暫時與嬰兒隔離，直到解除為止。本院為婦幼專責醫院，母嬰照護採高規格防範，暫停實施親子同室、探病及陪病限制，致使家屬無法來院陪伴及分享喜悅，影響產婦心情及親子關係建立。本團隊運用「人工智慧」概念，建置智能客服系統，將嬰兒特寫影片上傳，供父母下載及分享，彌補無法接觸之缺憾，為其留下美好回憶與紀錄。本案於2020年2月至5月共收案31位產婦，出院當日進行簡式健康量表及滿意度調查，整體結果分析：健康量表測量平均分數由7分降至4分，滿意度調查為非常滿意達87.10%，藉由結合及善用資訊，滿足產婦需求、緩解擔心，進而提升照護品質。

關鍵字

新型冠狀病毒肺炎 ； 親子關係 ； 人工智慧

並列摘要

The global outbreak of novel coronavirus pneumonia has become a health concern. Considering the risk of infection, mothers with suspected or confirmed COVID-19 have been recommended to be temporarily isolated from the infants until lifted. Our hospital is specialized for women and children. We currently adopt high standard preventive care for mothers and infants and suspend rooming-in, visiting, and accompanying. These limit the family members from visiting and sharing joy with the mothers and thus affect the maternal mood and the establishment of the parent-infant relationship. Following the concept of artificial intelligence, we built and uploaded close-up videos of the infants for their parents to download and share without others to recuperate the regret of lack of contactless and keep happy memories and records. A total of 31 mothers enrolled in this project from February to May 2020. We conducted a survey using the Brief Symptom Rating Scale (BSRS-5) and a satisfaction survey on discharge day. The results showed that the average score of BSRS-5 decreased from 7 to 4, while 87.1% of the mothers reported very satisfied in satisfaction scores. We conclude that proper integration and use of information, satisfying mother's needs relieving their worries, and improve the quality of care.

並列關鍵字

COVID-19 ； parent-infant relationship ； artificial intelligence