臺北市養護機構工作者及病患家屬對遠距醫療市場態度及需求分析

Abstract

本研究目的在瞭解養護機構內醫療照顧者及病患家屬對於遠距醫療服務的認知及興趣、服務項目需求、付費期望、預期效果以及擔憂，以及這些態度及需求是否會因研究對象背景或消費者屬性而有所差異。 利用結構式問卷進行訪問，對象分成兩類，一類為台北市各養護機構之工作者，總共訪問79人。另一類為位居台北市之崇喜、常喜及永青等三家養護機構之住民家屬，總共訪問37人。 大部分的機構工作者及住民家屬均顯示高度興趣，住民家屬呈現的興趣更高於機構工作者（機構工作者62%，住民家屬73%）。在服務項目方面，不論是機構工作者或病患家屬，最希望和醫院資訊系統連線以取得病患檢驗報告結果。也都認為遠距醫療最可能改善養護機構的醫療服務效率和品質，而對於遠距醫療可以減少醫療費用或節省時間的預期較低。對於增加的遠距醫療費用，大部分僅能接受NT$500以下至NT$1,000元之收費區間。養護機構工作者及住民家屬同樣對於遠距醫療服務的費用增加，擔心程度最高，較不擔心使用上是否會不舒服或不熟悉。 台北市養護機構工作者及住民家屬對於遠距醫療非常有興趣及期待，但是願意負擔的費用卻不高。如何滿足民眾需求卻又能控制收費在一定範圍內，對於未來進入該產業的業者是一項挑戰。

The objective of this study is to understand the interest levels, expected services and fees and concerns associated with possible outcomes of the caregivers of nursing homes and the families of residents toward telemedicine and whether the attitudes are influenced by subjects’ social background and their consumer behavior. Two groups of population were surveyed in this study. The first group consists of 79 caregivers working at nursing homes in Taipei and the second group consists of 37 people selected from families of the residents in 3 nursing homes in Taipei city. The result shows that most nursing home staffs and patients’ families are highly interested in telemedicine. The patients’ families are even more interested than nursing home staffs (staffs: 62%, families: 73%). With regard to the services offered, both the staffs and the families are most interested in obtaining the examination result through the internet. Both staffs and families consider telemedicine is most likely to improve nursing home’s efficiency and quality but do not expect it would reduce the cost or time. In regards to the amount of acceptable fee increase, most of the subjects chose “less than 500 NT” or “between 500 to 1000 NT”. What both staffs and families concern the most is that telemedicine will increase the charge. They have a less concern about the user friendliness of the telemedicine. Nursing home staffs and patients’ families are highly interested in telemedicine; however, they are only willing to pay a little higher. The challenge for the future in this industry is to balance between people’s demand and the associated cost.