| Summary: | 碩士 === 東海大學 === 高階經營管理碩士在職專班 === 105 === A Novel Model of Emergency Medical Services Build Based on Service Experience Engineering, (SEE) and Lean Production
The quality of healthcare has been being expected higher and higher day by day with the growth of rapid economic develops, individuals' general knowledge and demand for the quality of life. Emergency department provides medical service on the front line among the hospital healthcare service system, taking the responsibility for emergency and critical care. However, due to the information asymmetry between patients or their family and healthcare providers, the patient expectation gap, and the complaint of the dissatisfied healthcare protocol, the quality of healthcare has been being affected and the frequency of violence events is increasing.
In order to find the gap of emergency care protocol, interviews for related compliant event individuals, patient and their family, and environment investigation for ED were arranged in this study. Beside, the problems were defied by the model of SEE (Service Experience Engineering). Also, It is positive that the outcome of healthcare may get improved and the win-win situation may happen depending on the improvement of service protocol, information platform, and space use with traffic flow.
The method of content analyst and interview survey were used to analyze the complaining events and define the problem. Based on the concept of SEE, the study were divided into 2 phases. In the first phase, the survey for the environment gap in emergency department was conducted, based on reviewing the compliant submission and suggestion in recent years and making the interview survey to analysis the requirement of environment in ED. In the second phase, the service conceptualization was proceed to investigate the requirement in ED environment among various patients and conduct the coping plan and policy suggestions based on the study findings which could satisfy both inner and outsides user.
Our finding shows that waiting, uncomfortable space, negative interactive between healthcare provider and patient, unfamiliar with hospital protocols, and information hoarding could make negative feeling on patient and their family. Also, feasible coping plans for the gap of hospital service among three dimensions were conducted. There were hardware (space, architecture), software (service protocol and message), and interaction (healthcare providers and family).
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