以病人為導向之整合醫療服務創新研究

Integration of patient-oriented medical service innovation research

許瓊月(Chiung-Yueh Hsu)

指導教授 ： 湯玲郎

元智大學/管理學院/管理碩士在職專班/碩士(2011年)

https://doi.org/10.6838/YZU.2011.00227

摘要

臺灣醫療正面臨社會人口逐漸老化及少子化、重大傷病及慢性病人數遞增、醫療照護市場與醫療費用逐年增加所衍生的政府健保財政惡化問題，加上臺灣醫療機構強大的競爭及成本壓力，故臺灣醫療機構在醫療資源有限的情況下，如何創新病人價值及服務模式，發掘潛在的市場機會，提升醫療資源的應用與效率，已成為當今臺灣醫療機構生存的挑戰與刻不容緩的議題。
本研究目的如下：（1）以服務創新模式，探討分析對醫療產業之適用性；（2）探討醫療服務創新的現況及應用，找出醫院經營服務策略與發展方向；（3）根據研究之結果，提出未來可行的醫療創新服務架構與建議。
本文根據醫療服務創新相關文獻，分析醫院服務創新的案例，藉以探討Den Hertog （2000）所提出的服務創新模式四個構面，但修正加入「組織相關介面」，以建立更完善的醫療服務創新模式。醫療服務的本質是為病人創造價值，「以病人為導向」能有效地掌握與瞭解市場及病人真正的需求，以疾病預防及健康促進為發展方向；透過新資訊、通訊與科技導入，發展整合式醫療服務體系、創新服務模式及服務流程，建置各類疾病的管理服務，才能帶動醫療發展與健康管理，創造出差異化與高附加價值的醫療服務。
本研究建議醫療機構，宜採用整合醫療的創新服務策略，水平整合醫療產業策略（如醫院策略聯盟、社區連鎖藥局），運用良好的管理績效，延伸其服務範圍並跨越醫院經營區域，進行多角化策略（如健康休閒醫療、國際或醫療旅遊、養生保健、異業結盟），創造新的醫療資源發展與效率，建立建全的醫療體制並創造新的醫療價值。

關鍵字

以病人為導向 ； 服務創新 ； 整合性醫療健康照護系統

並列摘要

Taiwan is facing aging population and low birth rate issues, also the increase of major injuries and chronic diseases which causes health care medical costs increase year by year; Besides,the government health insurance finances also face worsen problem, so now the Taiwan medical institutions are facing strong competitive and cost pressures, due to the Taiwan medical institutions in the health care resources are limited, so how to innovate patient values and develop a new business model,to explore the potential market opportunities and improve the medical application of resources and efficiency, has become the urgent and survival issues for medical institutions in Taiwan.
Purpose of this study is as follows: (1) to set up service innovation model, analysis of the applicability of the health care industry. (2) to identify health service innovation and application of current medical institutions and develop the business strategy and direction of hospital; (3) according to research results, set up innovative servic framework for the future.
Based on the medical service innovation literature, analysis of hospital services and innovative Case.This study is based on Den Hertog (2000) proposed four dimensions of service innovation patterns, discretion of each participating hospital experience and innovative thinking of the services, the amendment adding "organization associated interface" to establish better health care innovation model. Is the essence of health care services to create value for patients, "patient-oriented " effectively grasp and understand the market and the real needs of patients, to disease prevention and health promotion for the development; through new information, communication and technology import, develop integrated style health care system, innovative business model and service processes, to build various types of disease management services, promote development and health care management, and create high value added to differentiate and medical services.
This study suggests that health care institutions should adopt integrated health care innovation strategies, the integration level of health care industry strategies (such as hospitals strategic alliances, community chain pharmacy), the use of good management performance, extend its range of services to across hospital management area, conducting polygonal of strategies (such as health and leisure medical, international and medical travel, health care, different industry alliances), and then can increase the efficiency of health care resources and create new value for the medical care system.

並列關鍵字

Patient-oriented ； Service Innovation ； Integrated Healthcare Delivery System

參考文獻

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