- 期刊
- Ahead-of-Print
應用聊天機器人於COVID-19病人照護之成效
Effectiveness of Chat Robot in COVID-19 Patient Care
摘要
在照護新型冠狀病毒個案時，發現病人會擔心治療無法痊癒而焦慮；家屬無法探視而感到孤獨與不安，本文目的藉由創新智能化的服務，建立與病人的溝通管道，提供正確、及時的資訊，本方案著手運用智慧型手機提供即時查詢，打造24小時有問必答的【和平A9智能照護管家】。調查使用結果分述如下：一、系統操作：入院開始使用，每日至少使用一次佔66.6%，在系統的操作介面、編排方式、符合需求佔88.8%。二、使用品質：快速操作、及時排除疑惑及信任度高達94.3%。三、成效評估：83.2%運用系統可以放鬆心情，88.8%也認為對於住院資訊、疾病的自我照顧、焦慮緩解是有幫助的，甚至高達94.3%覺得可以達到放鬆、解決住院的疑惑與壓力；以一～五顆星進行整體評價，獲得五顆星服務的肯定佔77.7%。本案可持續使用在隔離病房，有效地降低病人的焦慮及社交隔離感，繼而提升服務效率與滿意度，達到優質便捷的醫療服務。
並列摘要
We noticed that the COVID-19 patients are anxious because of the worry of an unhealable disease, and their family members feel isolated and insecure because they could not visit the patients. This article describes the establishment of a novel, smart, and mobile-based artificial intelligence service that provides 24-hour instant queries and answers to build up a communication channel with patients for delivering correct and timely information-The Heping A9 Artificial Intelligence Care and Housekeeper. The survey results indicated three major findings. For system operation, 66.6% of the patients used the system at least once soon after admission, and 88% of the patients agreed that the interface and layout meet their demands. For quality, 94.3% of the patients agreed that the system operation is quick, resolves doubt, and reliable. For efficacy, 83.2% of the patients reported that the use of the system is relaxing and can resolve questions of hospitalization and stress. Also, 77.7% of the patients gave a 5-star rating to the system in the 1-5-star overall assessment. The program can be used in the isolation ward to effectively reduce patients' anxiety and a sense of social isolation and improve service efficiency and satisfaction to achieve high-quality and convenient medical services.