探討設計思考如何應⽤用於創新醫療照護服務—以遠距照護服務創新為例

Abstract

隨著科技日新月異、產業變遷，各行各業的顧客需求也不斷在轉變。為了跟上需求轉變的速度，現代企業不斷追求創新，產生一種不創新則滅亡的氛圍。因應這時代背景而起的就是「設計思考」，利用系統性的創新方法與步驟，站在「人」的角度思考，從挖掘洞察至達成創新或改善標的。 另外，近年來台灣遠距照護服務的技術逐漸成熟，國內已有第四代遠距照護模式運行，然而此遠距照護服務處於尚未完全成熟階段，仍有很大的調整空間。而遠距照護服務為醫療照護服務中之創新項目，研究擬使用設計思考，站在病人角度出發，探索早期使用者對遠距照護服務的體驗洞察。同時，研究也將提出設計思考使用於醫療照護領域中之限制及可能性。 首先藉由整理設計思考以及服務設計資料熟悉操作方法與工具，實際選定應用之醫療場域後進行一輪的探索以及收斂，針對收斂結果提出綜合分析並給予四大範疇之建議，分別為：推廣、醫療專業人員、儀器、與個管師。 最後以此個案研究驗證設計思考確實能利用一些技巧以及方法使受訪者產生共鳴進而分享個人經驗與想法，幫助團隊發現洞察。然而因醫療服務本質與一般服務的不同，加上法規限制，使得設計思考中有些方法無法順利應用於遠距照護服務場域中。

As technology improves, most industries transit gradually and customers’ needs also change constantly with the improvement of technology. To catch up on the speed of changing needs, modern corporations keep pursuing innovation and believe in the word of ‘ innovate or perish‘. Design Thinking is arising from this generation background. Using the core value of ‘human center’ to discover insight and reach the goals of innovation or improvement by systematically innovative methods and steps. Recently, technology of tele-healthcare has been gradually developed in Taiwan. Although we have the forth-generation tele-healthcare service, which can provide synchronous data analyzing function and high level of integration of patients’ care structure, tele-healthcare in Taiwan still need to be fine-tuned. Therefore, in this study, we will begin from ‘patient’s center’ and investigate the insight of service experiences of early users. At the meantime, we will conclude the constraints as well as possibilities of applying Design Thinking to innovative healthcare service. First, we synthesize the information of Design Thinking and Service Design methodically in order to get familiar with the methods and tools used in Design Thinking. Then we choose a hospital as our research target and finish one round of diverge and converge stage. Following the result of converging, we propose four recommendations to different parts, which are promotion, medical profession, tele-healthcare device, and case manager. In the end, we find that Design Thinking can exactly help us connect with interviewees and make them share their view or experience spontaneously, and develop insight as well. Meanwhile, there are some constraints such as differences between nature of medical service and general service. Besides, the law and regulations also become difficulties when we want to use Design Thinking methods to discover users’ insight.