隨著經濟環境轉變,屬於非營利組織的醫療機構也面臨強大競爭,加上醫療費用逐年增加,政府健保財政問題惡化,經營成本壓力增加,在有限的醫療資源情況下,為求永續經營,臺灣醫療機構也需思考如何創造新的價值與服務,來提升醫療服務品質,這已是刻不容緩的議題。本研究藉由相關文獻彙整,透過服務設計的觀點,導入醫院服務藍圖,發展創新的「服務」形態;以南區就醫民眾為訪談對象,經由深度訪談,分析病患就醫情形與內容,對結果作解釋說明;同時,也對醫院服務流程提出本研究之建議:ㄧ、醫療院所作業程序:在醫療院所之場域安排動態服務人員,能立即性進行服務需求補救;二、病人與醫療人員的互動不協調:以病人為中心與共同參與的方式,增強醫病關係的正面發展;三、服務的遞送:制定完善的轉診制度,加強病人出院的健康教育,透過服務創新理念,提升醫療服務品質,以達到全人醫療照護。
As the economic environment changes, nonprofit medical institutions face great competition from yearly increasing expenditure and problematic government fiscal problem on health care insurance. Under limited resources, to keep ongoing operation, medical institution in Taiwan should immediately start to create new value and service to improve medical service quality. Through literature review and integration through service design, to develop a form of aggressive “service”, to introduce the service blueprint of hospital in an innovative way. The interviewees were patients in south Taiwan, to realize the service they faced, and this research also provides recommendations on service process for the hospitals. This research integrates related literatures from service innovation, service design and service blueprint, to build a new medical service blueprint through dimension of service quality, with expectations to elevate quality through the service design from a integrated service design viewpoint. The key service indices were discussed fully in the end of this research, with the propositions, conclusion and recommendations of this research.