知識型決策支援系統應用於家庭醫師疾病診斷與病患關係管理之研究

A Knowledge-based Decision Support System for Implementing Disorder Diagnosis and Customer Relationship Management on Family Physicians

10.6188/JEB.2008.10(1).11

廖述賢(Shu-Hsien Liao)；宋怡貞(Yi-Chen Sung)

知識型決策支援系統 ； 知識管理 ； 顧客關係管理 ； 資料採礦 ； 家庭醫學 ； Knowledge-based decision support system ； Knowledge management ； Data mining ； Customer relationship management ； Family Medicine

電子商務學報

10卷1期（2008 / 03 / 01）

63 - 92

繁體中文

全民健保的實施使得醫院面臨更大的挑戰，在整體醫療環境變遷下，首先「全人整體照顧」的觀念，引發家庭醫師制度的推行，其施行的實際成效目前雖未顯著，但卻是未來醫療發展必然的趨勢。另外，在競爭的環境中，醫療院所應考量在經營績效、設備建置、人力資源、成本等各層面，採取不同的方法來因應環境帶來的挑戰。近年來，資訊科技替醫療產業提供了多樣的支援系統。資訊科技之於醫療產業的結合是重要的發展方向，因此如何來建置醫療過程與後續病患處理所需的資訊系統，已成為醫療院所發展的重要課題。另一方面，諸多應用於企業的管理概念，例如顧客關係管理，已逐漸延伸到醫療產業，但實際執行者卻為數不多。本篇研究將知識管理、病患關係管理等概念和資訊技術結合，建構家庭醫學與病患關係管理導向之知識型決策支援系統，期望從病患開始診斷到後續追蹤的支援服務，能夠幫助醫療院所執行一般診療及訊息提供的服務外，亦創造病患的服務價值，進而提升醫療的服務品質。

The implement of the Taiwanese National Health Insurance make hospitals face more contests. Under the changing of overall medical treatment environmental trend, the opinion of ”whole person continuous care” has put the system of family physicians into practice. The system urges the concept which the basic unit of medical service should be important. Its execution actual result has not at present revealed, but actually will be the inevitable tendency of medical treatment development in the future. Moreover, the environment which surrounds in the competition gradually expands the pressure oppresses various levels hospital the life or death, therefore the healing institute should adopts the different method by the threat which brings in accordance to the environment. Recent years, the information technology has provided the support system for the medical industry. It's a turning point which may develop to the medical industry. So how to dispose information system which is most cost benefit has become the import ant topic to exist of hospital. Furthermore, many concept of enterprise's management, such as customer relates the management, gradually seeped to the medical industry, but who actually carries out those is few. Therefore after the discussion correlation medical treatment background, our research combine the management concept and information technology, and plans to construct a knowledge-based decision support system which is tally with the orient of ”whole person continuous care”, emphasizes from starts to the following tracing support service. Our research hopes to help the clinic execution generally to diagnose and the news provides, also creates the new value of patents and the difference of same business, and then promotes the clinic the competitive advantage.

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