數位化心理健康服務商業化之可能性探討

Abstract

心理健康是21世紀世界性的重大議題，在台灣、大陸或其他華文地區心理健康需求增加快速，然而因著文化的觀點、就醫的不便、或心理健康產業的不透明性，許多心理健康的需求尚待滿足，未得到介入、治療的心理問題可能延伸成疾病，也可能造成家庭的問題、工作產能下降、甚至造成社會問題和加重整體社會經濟的負擔。 台灣有著優質的精神醫療與心理健康服務，透過數位化發展，有機會跨過時間、空間、結構的限制，將專業服務傳遞到過去因種種因素未能解惑、或未能得到治療的區域，甚至是跨越台灣邊界的華文區域，幫助過去沒有機會得到協助的人，解決更多的家庭問題、社會問題。永續的服務需要良好的商業模式設計，透過好的商業模式，不僅心理有疑惑的人得到協助，也協助心理健康專業人士在幫助他人的同時增加自己的收入。商業化的第一步要先了解需求者的需求在，本研究針對以線上問答作為媒介，傳遞心理健康的服務，探討心理健康有需求的消費者對於這樣的服務的觀點與期待。 本研究以中高收入、較高教育程度的中生代為研究樣本，研究結果發現此族群中，1. 多數人使用線上心理諮詢時最關注隱私的安全性 2. 民眾對於線上心理健康比較有興趣的議題包括：「自我探索與成長」、「關係議題」、「情緒困擾」，其次為「中老年議題」、「職場議題」、「家庭議題」。3. 對於向專業提問，近九成的人願意付費 4. 大多數的受訪者希望看到他人類似困擾的發問，以及專業人員的回應。5. 大多數的受訪者期待提問後24小時內得到回應。

As mental health becomes a universal topic in 21th century, the demands for mental health services have grown rapidly in Taiwan, China, and other Chinese areas. However, the demands are far away from been met, probably because of culture barrier, the inconvenience of seeking treatment or fear among the general public, the mystery and existing stigma surrounding mental health issues. Mental health concerns left unaddressed may lead to psychiatric disorders, at the cost of family disputes, compromise productivity, and increased socio-economical burdens. With the advent of digital mental health services, mental health professions in Taiwan are able to deliver services to people and places in need without temporal, spatial, and structural barriers. A good business model creates sustainable mental health services, which can not only assist people in demands, but also increase the income of mental health professionals. The first step of commercialization is to understand the need of consumers. This research is to explore consumers’ concepts and expectations of digital mental health services, delivered by online on-demands Q&A. This research is based on middle-aged population with mid to high income and higher educational level. The result shows: 1. Privacy remains a major concern for most people using online psychiatric consultations. 2. People using online mental services are most interested in below areas: “self-exploration and personal development”, “relational issues”, “emotional disturbance”, followed by “aging issues”, “occupational issues”, and “family issues”. 3. 90% of people are willing to pay for professional mental health services. 4. Most people are interested in reviewing professional answers to similar concerns. 5. Most people expect a prompt response within 24 hours.