智慧病房系統導入醫療機構之效益研究—以M公司為例

Abstract

隨著國人對健康意識的重視與社會逐漸邁入老年化，民眾對醫療服務的品質需求逐年提升，期望也不斷提高，使得醫療機構的服務量增加，但現階段國內醫療機構醫護人力嚴重的不足無法負荷，也面臨物力、時間等耗損等問題。有鑑於此醫療機構導入科技化與智能化的智慧病房將是刻不容緩的趨勢了，本篇論文主要探討當代的醫療機構將提供患者最完善的照護品質、以病患角度為出發點，使醫生、護理師、病患三方溝通更有效率與暢通快速，將醫護服務做到與病人零距離，其實就是全球醫療機構中的床邊服務觀念(Bedside Service)。 本論文將探討M公司所開發之智慧病房系統導入某醫學中心後之相關綜效分析，並從三個面向進行量化評估; 一、病患對於入住智慧病房後的服務滿意度調查分析，以SERVQUAL量表從病患的角度來衡量醫療服務品質。二、以量化法進行實驗設計，利用時間與事件觀察法蒐集數據，觀測醫護人員在於智慧病房的導入後於工作流程工作效率的改善分析，以有效降低醫護人員的工作負荷。三、設計醫護人員工作滿意度調查表來確認醫護人員對於導入智慧病房前後的感受程度，最後搭配內外部環境與資源分析進行整體的效益式評估，也預期期綜效能夠達到提供病患優質貼心的住院照護，簡化醫護工作流程降低醫護人員的工作負荷，將時間還給護理師，而護理師將時間給予病人更多的關懷與照顧

With people in Taiwan emphasis on health awareness and gradually entering an aging society, the demand and expectation for the quality of medical services has increased year by year. Therefore, medical institutions face the serious problem of lack of manpower, material resources and medical time to provide high-quality services. In view of the fact that it will be an urgent trend for medical institutions to introduce technology-based and intelligent smart wards. This paper mainly discusses that contemporary medical institutions will provide patients with the most complete quality of care. The tripartite communication among doctors, nurses and patients is more efficient and faster. It shows the zero distance between the medical care service and the patients, called the bedside service concept in global medical institutions.

This paper will discuss the relevant analysis about the smart ward system developed by M company and introduced into a medical center. The quantitative evaluation are from three aspects: First, the patient's service satisfaction questionnaire and analysis focuses on after staying in the smart ward. The scale by SERVQUAL measures the quality of medical services from the perspective of patients. Second, the experiment is designed by quantitative method and collected data by time and observation. After introducing the smart ward system, the improvement and analysis of the work flow and efficiency based on observing medical staff to effectively reduce the workload of medical staff. Third, design a job satisfaction questionnaire for medical staff to confirm the feeling of medical staff before and after the introduction of smart wards systems.

Finally, conduct an overall benefit evaluation with internal and external environment and resource analysis. The goal of expectation is to provide high-quality services and medical care for patients, simplify the working process, reduce the workload of medical staff. It will both benefits medical staff getting more time to take care of patients and patients obtaining more medical care.