創新型基層醫療醫師商業服務模式及診所後台管理系統

Abstract

中華民國台灣地區，自1995年來施行全民健康保險制度，獲得了全球各國高度的關注。而政府為了使得全民健康保險制度能夠永續經營下去，自2002年起，正式全面施行全民健康保險總額預算支付制度。然而，全民健康保險總額預算支付制度的施行，卻直接或間接地影響了台灣地區相關的醫療生態環境；其中最顯著的，就是醫院醫師較傾向離開其受訓練的大型醫院，來投入基層醫療系統，開立自己的診所執業。 本研究發現，現行的醫師養成教育中，主要是培養醫師臨床診治疾病的能力，而對於一名醫師如何設立及經營自己診所之相關職能的養成，現階段的醫師養成教育是不足夠的。因此醫師若要自行設立診所執業，仍然要自行摸索，往往造成時間、金錢及精神上的耗費與壓力。 因此，本研究提出「創新型基層醫療醫師開業服務模式」，來協助有意投入基層醫療照護之醫院受聘雇醫師，從設立診所、裝潢診所、設備／器材／系統／人事／客服／資源管理等…，一條龍、一站式、全方位的商業服務模式；讓醫師能在專案管理人員的協助下，一步步扎實地完成自己診所的開業準備。在此同時，醫師也必須學習資深醫師傳授之診所開業術，強化其診所經營之能力；再搭配有效的行銷活動規劃與執行，讓醫師能夠充分準備，安心開業。 再者，於本研究訪談中進一步發現，醫師對於診所資源管理相當重視。因此，為了讓「創新型基層醫療醫師開業服務模式」能夠達到更好的成效，本研究進一步開發更切合診所需求的「診所後台管理系統」，希望利用此系統，能更有效管理診所中所有相關可用資源，並且深入開發相關其客服系統數據庫的應用分析，妥善利用分析客戶數據庫之結果，來有效強化現有客戶與診所間的聯繫與互動，並且能更精準地執行進一步的行銷活動，開發診所潛在之新客戶，擴大利用客服系統的應用分析結果，協助基層醫療醫師，達成成功經營自營診所的目標。

Taiwan, the Republic of China, has been implementing the National Health Insurance system since 1995 and attained global prestige. In order to make the National Health Insurance system sustainable, Taiwan government has officially implemented the Total Budget Police of the National Health Insurance system since 2002. However, the implementation of the Total Budget Police of the National Health Insurance system has directly or indirectly affected the relevant medical ecology. The most notable is that those hospital physicians are more willing to leave the large hospitals to have their own clinics as the primary health care physicians. This study found that physicians have insufficient knowledge on how to set up and operate their own clinics. Therefore, if doctors want to set up their own clinics, they still have to explore for themselves, suffering the pressure in time, money and stress. Therefore, this study proposes 'An Innovative service model for the primary care physician’s clinics' that is an one-stop, full-service to assist hospital physicians in setting up their own clinics step by step. This service is including the decorating of clinics, preparation of the registrations/ equipment/ customers/ resources management system. Not only assist doctors to set up the clinics but also help doctors to learn the management skills at the meanwhile. This study also found that physicians really concerned the resources management of their clinics. Therefore, we also develop a resource management system that is a comprehensive system to manage all the resources of the clinics. Meanwhile, a customer management system is also progressed that helps to allocate the marketing resources more efficiently in both current customers and potential customers, base on the customers database analysis from the clinics resource management system. From the study perspective, we do believe our study- “An innovative service model for the primary care physician’s clinics and resources management system” do help the primary care physicians to manage their own clinics successfully.