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研究生:吳牧軒
研究生(外文):Mu-hsuan Wu
論文名稱:建構加護病房家屬科技自助服務之研究-以成大醫院為例
論文名稱(外文):Building a Technology-Based Self-Service for Intensive Care Unit Patients’ Families - Take National Cheng Kung University Hospital as an Example
指導教授:陸定邦陸定邦引用關係孔憲法孔憲法引用關係
指導教授(外文):Ding-Bang LuhShiann-Far Kung
學位類別:碩士
校院名稱:國立成功大學
系所名稱:創意產業設計研究所
學門:藝術學門
學類:視覺藝術學類
論文種類:學術論文
論文出版年:2008
畢業學年度:96
語文別:英文
論文頁數:128
中文關鍵詞:科技設計服務設計加護病房病患家屬科技自助服務
外文關鍵詞:Technology-Based Self-ServiceTechnology DesignService DesignICU patients’ families
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近年來,科技大量傾注於我們的日常生活與各個產業中,各種進步的科技藉由其獨具的特性與優勢,增進日常的便利性與工作的效率。科技自助服務(TBSS)則為科技的廣泛運用,在環境週遭隨處可見,如自動提款機(ATM),自動售票機,甚至一般的企業服務網站均屬之,科技自助服務的概念係以資訊科技為核心,整合其它科技介面以取代實體服務人員,提供消費者自行取得所需服務的新式服務型態,具有節省公司成本、增加顧客滿意度等優勢,已被廣泛應用於各種服務業,金融、零售、旅遊甚至醫療業等。
加護病房是整體醫療過程中備受重視一環,身處其中的病患正經歷病重的難關,而需接受醫護人員全心的照護,然而加護病房外的家屬同樣感受莫大的壓力與無助,但由於醫院人手及經費的限制,無法提供其所需的服務與協助。
本研究欲建構一套加護病房病患家屬的科技自助服務 - CarePlus,整合科技自助服務的核心概念及分析加護病房病患家屬的現況需求,提供病患家屬一全面貼心的服務,整體的服務發展分為「服務」與「科技」二面向之設計分別平行發展。首先由文獻歸納並參酌調查及訪談,發展科技服務,以成功大學附設醫院為實際執行測試的地點,收集測量加護病房病患家屬的使用心得,以量化基礎搭配質化建議,歸納整體服務的評估。
所建構的加護病房病患家屬自助服務- CarePlus,係利用資訊站為介面,以網頁系統概念整合各種資訊,將精簡的文字搭配豐富的影音提供病患家屬所需的整合性服務,共分為醫院相關資訊、加護病房專區資訊、家屬休息區專區資訊、生活資訊、病患照護教學、醫療衛教資訊、心靈舒壓與消遣,以及資訊專線八項服務選項。完整易懂的病患相關訊息、醫療方面資訊,加上以多媒體營造的心靈舒緩、宗教支援等資訊服務,不僅能直接滿足家屬的需求,更能間接減少醫院及醫護人員負擔。
經成大醫院病患家屬實際操作使用此自助服務系統後,評估結果顯示,皆對此科技自助服務有高度的肯定,在服務提供與科技呈現方面,亦有正面且良好的回應,尤其是在家屬使用此服務前後的需求滿足程度變化,經由統計分析後呈現顯著差異(P<0.05),顯示家屬的需求可藉此服務獲得高度的滿足。本研究並歸納加護病房病患家屬科技自助服務的標準建構要點,做為未來實務或相關研究的參考依據。
These years, technology overwhelmingly infused in our daily life and various industries. With progressive and specific superiority, technology could accelerate the convenience and efficiency of our life and work. Technology-based self-service (TBSS) is the popular application of technology, which is in every corner of our environment, as automatic teller machine (ATM), automatic ticker seller, and the web-service of company. The concept of TBSS is that based on the information technology, applies other technology interface to replace the physical server and provide the service by the customers themselves. TBSS can reduce the human resource cost of company and increase the satisfaction of customers, therefore, TBSS has been widely adopted in numerous industries, includes finance, retailing and even medical industries etc.
Caring in intensive care unit (ICU) is taken seriously in the whole medical process. The patients in ICU are undergoing badly medical condition and need the completed medical service and attentive caring from medical personnel. However, the families of patients are also hopeless and stressful outside ICU without any assistance. The limited budget and human resource of hospitals are unable to provide enough and quality services for patients’ families.
To establish “ CarePlus” – a comprehensive TBSS for ICU patients’ families, proposed by this research. CarePlus integrates main concepts of the TBSS and investigates the needs of ICU patients’ families. The complete service is discussed from “service” and “technology” two design dimensions, and through the integration of the literature review, needs investigation and interview to develop CarePlus. ICU of NCKU Hospital is the target for implementation and evaluation, specialized TBSS would be tried by the ICU patients’ families and the feedback would be analyzed based on the quantitative analysis with the generalization of focus group interview.
The established CarePlus adopted the kiosk as the interface and integrated the information by the web-based system, with simplified context and abundant audio and video resources. The service can be divided to Hospital Related Information, ICU Related Information, ICU Patient’s Family Related Information, Living Information, Patient Nursing Information, Medical Information, Consultation Hotlines, Religious and Spiritual Support. The complete and understandable patients and medical information, as well as the service of stress relief and religious support provided by multimedia system will not only fulfill the needs of ICU patients’ families directly, but also decrease the burden of medical personnel.
After the trial and operation of patients’ families in NCKU hospital, result of the evaluation of TBSS for ICU patients’ families illustrates the highly affirmative of patients’ families, and besides, the statistic analysis is positive and remarkable on the service design and technology design of the TBSS. Especially the needs fulfillment condition of patients’ families before using and after used the TBSS are obviously different (P<0.05) which refers to the needs of patients’ families can be highly fulfilled after used the TBSS. With the conclusion, this study will propose a suggestion and design guideline for ICU patients’ families TBSS development and future research.
I Introduction ………………………………………………………………..…….1
1.1 Background and Motivation ……………………………………………….1
1.2 Objective ……………………………………………………………………5
II Literature Review…………………………………………………………..…….6
2.1 Technology-Based Self-Service …………………………………………….6
2.1.1 Self Service ………………………………………………………...6
2.1.2 Technology Infused in Service ……………………………………..8
2.1.3 Self-Service Technology ……………………………..…………...10
2.2 Design and Evaluation of TBSS ……………………………………………15
2.2.1 Design of TBSS………………………………………………….. 15
2.2.2 Evaluation of TBSS ……………………………………………….17
2.3 Intensive Care Unit………………………………………………………19
2.3.1 ICU Patients’ Families……………………………………………….20
2.3.2 Current Service for ICU patients’ families……………………….21
2.4 Needs of ICU Patients’ Families…………………………………………..24
2.4.1 Needs of Chinese ICU Patients’ Families…………………………25
2.4.2 Information Needs of ICU Patients’ Families……………………..26
2.4.3 Assurance Needs of ICU Patients’ Families……………………….27
III Design of CarePlus – a TBSS for ICU Patients’ Families.…………………....29
3.1 Design Framework………………………………………………………….29
3.2 Design Process……………………………………………...………………30
3.3 Investigation ……………………………………………………………......31
3.4 Preliminary Design and Concept Prototype of CarePlus……………….......32
3.4.1 Service Design of CarePlus…………………………………………..32
3.4.2 Technology Design of CarePlus……………………………………...37
3.5 Experts and Users Interview………………………………………………42
3.6 Detail Design and System Prototype…..……………………………………49
IV Evaluation of CarePlus………………………………………………………….55
4.1 Evaluation Subject…...…………………………………...............................55
4.2 Evaluation Process…………………………………………………………...56
4.3 Evaluation Tool………………………………………………………………57
4.4 aluation Result………………………………………………………………..59
V Conclusion and Suggestion ……………………………………………………72
Reference……………………………………………………………………………..76
Appendix……………………………………………………………………………..80
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