| Summary: | 碩士 === 國立高雄大學 === 高階經營管理碩士在職專班(EMBA) === 104 === In this study, the cases of home care in Kinmen Hospital are our research object. By doing literature review and analysis, we can realize the development and current status of home care in Taiwan. In-depth interview, field observation, group discussion and two qualitative methods ─ persona and customer journey map were adopted in this study to collect data. The way of persona is to define the segmentation and patients’ demands, then integrate these data to conduct the customer journey map which, then, was compared with the current service process of Kinmen Hospital. By doing this, the services that should be immediately improved or be innovated can be explored.
Findings from the research of persona showed that they should integrate the internal resources for the different needs of home care, including different divisions of doctors, medical supplies selling spaces, volunteer recruitment. The external resources include those referral institutions outside the hospital and the setting up of the emergency notification system. Assisting in these ways, they can satisfy the needs of home care.
From the questionnaire analysis and the research of the field observation we could found the following results. First, in the aspect of equipment, they should offer the multi-language directional signs to meet the large proportion of foreign caregivers’ requirement. Second, in the aspect of process, they should provide an instruction that easily understood for the family members In advance. Third, in the aspect of personnel, recruit the foreign spouse to be the care volunteers and assist in language communication.
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