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| ???org.dspace.app.webui.jsptag.ItemTag.dcfield??? | Value | Language |
|---|---|---|
| dc.contributor.advisor | 余峻瑜 | |
| dc.contributor.author | Su-Ying Lu | en |
| dc.contributor.author | 盧思穎 | zh_TW |
| dc.date.accessioned | 2021-06-08T04:59:47Z | - |
| dc.date.copyright | 2010-08-20 | |
| dc.date.issued | 2010 | |
| dc.date.submitted | 2010-08-17 | |
| dc.identifier.citation | 1. 丁金江(2007), 遠距醫療產業的發展趨勢, 科技發展政策報導, 第五期, pp 75-78
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/23362 | - |
| dc.description.abstract | 隨著高齡少子化趨勢，人口結構開始加速老化，加上現代人生活型態改變，各式疾病發生年齡急遽下降，造成人民醫療費用的負擔逐漸增加，因此醫療照護之需求轉為治療與照護並重。其中心血管疾病照護與預防的需求越來越受到重視，但是國人對醫院及醫生高度依賴，造成了大量消耗醫療資源與社會資源的不良影響，因此醫界試著與國內科技廠商合作，透過資通訊科技的導入應用，發展遠距照護服務，激發出創新醫療服務模式的興起，進而帶動健康照護產業的發展。
然而組織複雜、醫療產業特有文化等背景因素，使得醫療產業在創新服務發展上的速度相對較慢。遠距照護服務模式正處於摸索、起步階段，因此本研究首先從個案管理師的角度，利用Parasuraman、Zeithaml ＆ Berry(1988)提出之服務品質擴大模式的概念，談討個案管理師在與個案互動的服務傳遞過程中五個可能導致服務品質不佳的缺口，藉由分析缺口形成的原因、改善品質的可能方式並藉此明白在遠距照護服務中，個案管理師的重要性及角色定位；接著，再進一步利用流程分析概念中Marchand提出之流程再造架構，針對－推廣與簽約；個案資料建立；日常照護（生理數值監控、日常電訪、來電接聽）；緊急情況處理；住院與急診的探視及衛教等遠距照護一般流程中的此五部分，一一搭配人力、資訊、科技等組織內部資源的投入方式分析出可行的改善內容，以組織整體運作的觀點進行全面性的品質改善，以補足從單一缺口進行修正的不足。 在研究過程中，對台灣某醫院之照護中心的服務流程進行分析與改善的建議，並提出本研究之限制與後續研究建議。 | zh_TW |
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| dc.description.tableofcontents | 謝辭 I
摘要 II Abstract III 目錄 IV 表目錄 VII 圖目錄 VIII 第一章 緒論 1 第一節 研究動機 1 第二節 研究目的 3 第三節 研究方法 4 第四節 研究流程 4 第二章 文獻探討 6 第一節 遠距醫療 6 2-1-1 遠距醫療的定義與特性 6 2-1-2 遠距照護的定義與特性 9 2-1-3 遠距醫療(照護)服務發展 10 2-1-4 遠距醫療(照護)服務現況與未來趨勢 11 第二節 個案管理 12 2-2-1 個案管理的定義與特性 12 2-2-2 個案管理師的定義與特性 16 2-2-3 個案管理過程 18 2-2-4 個案管理現況 19 2-2-5 個案管理制度及個案管理師的評價制度 20 2-2-6 遠距照護服務中的個案管理師 22 第三節 服務品質與模式 24 2-3-1 服務的定義與特性 24 2-3-2 服務品質的定義與構面 26 第四節 職能 34 2-4-1 職能的定義 34 2-4-2 職能的內涵 35 2-4-3 職能與績效的關係 37 第五節 業務人員的角色定位 38 2-5-1 業務人員的角色定義與特性 39 2-5-2 業務人員的職能需求 40 2-5-3 業務人員的績效評估 44 第六節 客服人員的角色定位 47 2-6-1 客服人員的角色定義與特性 47 2-6-2 客服人員的職能需求 49 2-6-3 客服人員的績效評估 50 第三章 研究理論架構 52 第一節 PZB服務品質擴大模式 54 3-1-1 缺口五：消費者對服務品質的期望－實際的服務品質知覺缺口 59 3-1-2 缺口一：消費者對服務品質的期望－管理當局對消費者期望的知覺缺口 62 3-1-3 缺口二：管理當局對消費者期望的知覺－管理當局將對消費者期望的知覺轉換為明確的服務品質規格缺口 64 3-1-4 缺口三：服務品質規格－服務傳遞過程缺口 67 3-1-5 缺口四：服務傳遞過程－對消費者之外部溝通缺口 72 第二節 流程分析 74 3-2-1 流程再造 78 3-2-2 流程再造架構 81 3-2-3 遠距流程分析 83 第四章 個案討論與分析 87 第一節 個案介紹 87 4-1-1 研究合作單位之發展沿革 87 4-1-2 研究合作單位之業務概況 87 4-1-3 研究合作單位遠距照護流程 88 第二節 個案討論與建議 90 4-2-1 推廣與簽約 90 4-2-2 個案資料建立 101 4-2-3 日常照護 108 4-2-4 緊急情況處理 117 4-2-5 住院與急診的探視及衛教 124 第三節 個案分析結論 127 第五章 結論與建議 133 第一節 結論 133 第二節 研究限制 135 第三節 未來研究方向 135 參考文獻 137 | |
| dc.language.iso | zh-TW | |
| dc.subject | 服務品質 | zh_TW |
| dc.subject | 遠距照護 | zh_TW |
| dc.subject | 個案管理 | zh_TW |
| dc.subject | 流程分析 | zh_TW |
| dc.subject | Telehealth Care | en |
| dc.subject | Process Analysis | en |
| dc.subject | Service Quality | en |
| dc.subject | Case Management | en |
| dc.title | 創新醫療服務模式中遠距照護個案管理師角色定位之研究—以台灣某醫院遠距照護中心為例 | zh_TW |
| dc.title | The Role of Case Managers in Healthcare Service Innovation – With a Case Study of a Tele-Health Center in Taiwan | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 98-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.coadvisor | 郭瑞祥,蔣明晃 | |
| dc.contributor.oralexamcommittee | 洪冠予,吳政鴻 | |
| dc.subject.keyword | 遠距照護,個案管理,服務品質,流程分析, | zh_TW |
| dc.subject.keyword | Telehealth Care,Case Management,Service Quality,Process Analysis, | en |
| dc.relation.page | 146 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2010-08-18 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 商學研究所 | zh_TW |
| Appears in Collections: | 商學研究所 | |
Files in This Item:
| File | Size | Format | |
|---|---|---|---|
| ntu-99-1.pdf Restricted Access | 591.78 kB | Adobe PDF |
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