Exploring the service design of telehealthcare in the medical institution: based on the activity theory

• Main Authors: Hung, Tien-Tse, 洪典澤
• Other Authors: Kuo, Yen-hung
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/6u73j2

碩士 === 嘉南藥理大學 === 醫務管理系 === 107 === In recent years, the transformation of social patterns has led to an increase in the older population, and the elderly have many diseases and other problems. Increase the demand for medical services and long-term care. Remote health care has become one of the development priorities of Taiwan in recent years. However, telehealtcare is still an unfamiliar service model for users. New technology service products are difficult to operate on users. That is, it lasts the unsolved issue for the service deisgn team to creat an feasible and usable IT-enabled healthcare. Of the research purpose, I, stand on the social-cultural view, applied activity theory to construct the activity system on the service design pattern of the telehealthcare delivery model. With the findings through the identification of contradictions in the activity systems, it reflects the insights for improving the services design pattern. We aim our research on the telehealthcare service design team cross-domain company for the perspective of service design process in the center for telehealthcare in a medical center in southern Taiwan. And qualitative interview form the observing phase between 2017/07 and 2018/04, total of 8 people. Under the analysis of the activity system consisted from activity theory, we find two contradictions in service design pattern of telehealthcare lead to the failure of interaction. First of the contradictions, the “contradictions within user experience and team awareness”. The telehealthcare design team has different professions and cannot reach consensus, make the service design process easy to fail. The second contradiction, the “problematic user service design process”. Cross-domain process, technology vendors and medical institutions have different culture on working awareness, and expect to achieve the goal. Make the process prone to conflicts, difficult to achieve the objective. This research apply acitivity theory reflecting the social cultural perpective to provide an analysis telehealthcare service design patterns. It enhances the understanding of services design through a higher perpective. In conclusion, we provide some suggestions to help to improve the efficacy of services design on the telehealthcare. It is summarized including service design team cooperation consensus, user evaluation test consistency, service design process improvement, communication of professional knowledge and cross-domain cooperation optimization.