Study of impact of artificial intelligence on healthcare service design

• Main Authors: Chun-Kai Chang, 張浚凱
• Other Authors: Houn-Gee Chen
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/p6cbwx

碩士 === 國立臺灣大學 === 商學研究所 === 107 === As the global population continues to grow and the population structure is aging, issues related to the cost and efficiency of healthcare services continue to draw lots of attention. Patients’ unimpeded receiving of medical and health information and sense of autonomy has led to the transformation of healthcare services into a patient-centered model. Based on the patient-centered service model, this study investigated the impact of application of artificial intelligence (AI) on service process in healthcare industry. With the framework of service design, changes to stakeholders (patients and clinicians) during the development of AI in healthcare were discussed. Based on the healthcare service design planning model proposed by the previous study, we focused on how the three phases of input, service delivery system and output will be affected after the introduction of AI technologies. Stakeholders’ consideration and recommendation on these issues were collected through structured in-depth interviews. The analysis showed that the introduction of AI was believed to help share the loading of clinical routine work and patient care, which would result in more effective deployments and inputs of limited medical staff. Since patient-clinician interactions were still considered as the core of healthcare service, the released labor inputs should be transferred to human-human interactions and relationships. Therefore, the role of AI in the healthcare service design should be assistive instead of completely replacing medical professionals. In addition, patients’ recognition to the use of AI were largely determined by whether higher value was perceived and whether AI-based services were included in health insurance. The health insurance system and the regulations related to medical care and patient data were considered as main restrictions on the introduction of AI in healthcare services in Taiwan. Studies on the benefits and risks of AI in healthcare from patients’ views have been published in other countries, whereas related research in Taiwan is still rare. We believe that accounting for patients’ perspectives will make the introduction of AI technologies more in line with patients’ real needs.