THE E-HOSPITAL WEBSITE MEASURE ARCHITECTURE APPROACH: INTEGRATING INTERNAL AND EXTERNAL CUSTOMERS’ NEEDS IN INFORMATION DELIVERY SERVICES

E化醫院的網站測量結構途徑 :整合內部與外部客戶需求的資訊傳遞服務

C. C. Chang / Asian Journal of Health and Information Sciences, Vol. 2, Nos. 1-4, pp. 116-131, 2007

CHI-CHANG CHANG*Department of Information Management Science, Chung Shan Medical University, Taiwan

指導老師 : 陳炳彰學生 : 碩研資傳一甲鄭明君

目錄 摘要 引言 E 化醫院積極活動中發展… 研究的設計和方法 資料數據分析 討論（自動化的互動、 IT 協助互動） 結論

摘要 The “Electronic Hospital” movement has swept across almost all the

world during the last decade. This movement represents not only a new paradigm for administration and services, but also a weapon for hospital competition.

在過去的十年當中，電子醫院已經席捲了全世界。在醫院中，這樣的表現已經不是新的管理和服務範例，同時它也成為醫院之間競爭的武器。

According to the literature reviewed, there have been many studies focusing on the technicalities of establishing the websites so as to allow customers more appropriate access to hospital information. However, few studies have paid attention to exploring relationship management among the different stakeholders of e-Hospitals.

根據文獻回顧，已經有許多研究專注於技術性的建立網站，從而讓客戶更適當的擁有進入醫院信息的權利。然而，很少有研究去關注探索電子醫院與不同利益相關者之間的關係管理。

摘要 Therefore, the objective of this paper is to integrate the concepts of

relationship management among the three groups of stakeholders which are: the hospital itself, its potential customers, and its employees.

因此，本文的目的是整合客戶關係管理的概念，在利益相關者之間，它們分別是：醫院本身、其潛在的客戶和員工三個群體。

In addition, a triple-diamond measure framework for hospital website which supports the relationship management and information delivery services is developed and empirically tested.

另外，三重鑽石 ( 如後圖 ) 測量構造用於醫院網站，該網站支持關係管理和信息傳遞服務開發和憑經驗的試驗。

摘要 Finally, a design is proposed for an e-Hospital system function model that

facilitates the effective use of computers and provides a systematic way to integrate the customers‘ expectations. This will furnish decision makers with valuable support for information delivery services.

最後，有一項設計被推薦給電子化醫院系統功能模型，此系統功能模型容易且有利、有效利用電腦，並提供一個系統化的方法來整合客戶的預期。這將提供決策者提供信息傳遞服務的寶貴支持。

引言 The pervasive spread of the WWW has created a tremendous opportunity

for providing services over internet. In the last decade, “e-Hospital” has become an important catchword. Researchers and practitioners from different fields investigate various issues of hospital administration for virtual processes.

全球資訊網創造了極大的機會逐漸普遍蔓延，在網際網路上提供服務。過去十年中，電子化醫院已成為重要的標語。來自不同領域的研究人員和從業者，調查醫院管理各種各樣發佈的虛擬過程。

Much of current research on e-Hospitals focuses on improving efficiency and increasing performance within administration processes. But an e-Hospital is definitely more than just redesigning of customer services and using state-of-the-art-IT.

電子化醫院目前的研究，大部分集中在改進管理過程中，提高效能和增強性能。但電子化醫院明確的重新設計客戶服務和使用最先進的 IT 。

引言 According to the recent e-Hospital research, even with the use of

advanced IT, e-Hospitals are still left with some key problems (e.g. the problem of heterogeneous systems, the lack of customer‘s viewpoint and the lack of employee‘s viewpoint etc.).

根據最近的電子化醫院的研究，利用先進的 IT ，電子醫院仍然留下了一些關鍵問題（例如：異構系統的問題，客戶和員工觀點的缺乏等）。

Hospitals face serious challenges, the most important of which is to offer two-way-communication services for transactions between the administration and their partners.

醫院面臨著嚴峻的挑戰，其中最重要的是提供雙向傳達服務，給予辦法管理和他們合作夥伴之間的交易。

引言 In a word, the successful implementation of e-Hospital services requires

that both their internal reorganization and their external relations with customers operate in a coordinated way. To provide the benefits of such transaction services, a customer-centered solution is necessary. Yet, a comprehensive approach has still not been found.

簡言之，成功實現電子化醫院服務的需求，都在他們的內部重新制定和外部與客戶的關係運轉協調的方式。為了提供這種交易的優勢服務，以客戶為中心的解決方案是必需的。然而，廣泛的途徑還沒有被發現。

引言 The purpose of this paper is to propose a framework for a CRM-based

online customer delivery service. This study proposes the design of E-Hospital system model that facilitates the effective use of the computing capability of computers and provides a systematic way to integrate the customers‘ expectations; thus providing decision makers with valuable support for information delivery services. In section 2, we discuss the evolution periods of e-Hospitals and in section 3 we describe the research methods. Section 4 provides a case study and data analysis. Finally, section 5 and 6 are the discussions and conclusions.

本文的目的是提出一個 CRM 的基礎線上客戶傳遞服務架構。此研究提出有效的電子化醫院系統模型的設計，有利於且有效使用電腦的電子計算能力，並提供了一個系統的方法來整合客戶的期望，以此方式為決策者提供了寶貴的支持信息傳遞服務。在第 2 部分中，我們討論電子化醫院發展的期間，接著，在第 3節中，我們描述研究的方法。第 4節提供了一個案例研究和數據分析。最後，第 5 、 6 部分作為討論和結論。

E 化醫院積極活動中 As a result of various web technologies, the functionality and utility of

web technologies in health care management can be broadly divided into internal and external. Internally, the web and other technologies hold promising potential as effective and efficient managerial tools that collect, store, organize, and manage an enormous volume of data and information . Hospitals also can transfer funds electronically to other departments or provide information to internal employees through an intranet or internet system.

各種各樣的網絡技術作為一個結果，網絡的功能和效用在健康保護管理，它能夠寬廣的被分割為內部和外部的。內部，網路和其它技術擁有前途的潛力，有效和高效管理人的工具，包括收集、貯存、組織和管理數量龐大的數據和信息。醫院也可以透過電子手段，將資金轉移到其他部門或提供信息給內部員工，通過企業內部的網路或網際網路系統。

E 化醫院積極活動中 In addition, hospitals can do so many routine tasks more easily and

quickly. On the other hand, externally, web technologies also facilitate hospital linkages with potential customers. Information and data can easily be shared with, and transferred to, external stakeholders. According to a review of recent e-Hospital research , even with the use of advanced IT, e-Hospitals are still left with some key problems which can be discussed as follows.

另外，醫院可以做很多例行公事工作更加容易、迅速。另一方面，在外部，網絡技術也促進醫院聯繫潛在的客戶。可以很容易地共享信息和數據，並轉移到外部利益相關者。根據最近電子化醫院的研究，利用先進的 IT評論，電子化醫院仍然留下了一些關鍵問題，可以討論如下。

E 化醫院積極活動中 The problem of heterogeneous systems: The delivered services

electronically assume that the sector functions as an integrated environment. One of the major problems that hospitals will encounter is that their data are usually hard to reach, being distributed in disparate and inaccessible systems across various departments. The problem becomes harder when it is related to cultural resistance for information dissemination.

異質系統的問題：通過電子假定的傳遞服務，部分的功能為整合環境。其中一個主要問題是醫院遭遇到資料難以取得，存在於電腦軟體分散式的不同、難以進入系統，穿過各種各樣的部門，這樣相關的問題，變得對資訊傳遞文化阻力、抵抗問題困難。

E 化醫院積極活動中 Adequate working environments must be established where employees

can access information easily, evaluate it and share their emerging knowledge with fellow colleagues. Therefore, hospital employees should be able to make the most of document management, workflow and intranet tools to assist them in this difficult task.

必須建立適當的工作環境，讓員工可以存取信息更容易，評估，並與同事分享他們的新知識。因此，醫院的員工應該能夠使大多數文檔管理，工作流程和內部網工具，以協助他們在這個艱難的任務。

E 化醫院積極活動中 The lack of customer’s viewpoint: Web-based customer services are

generally perceived as being successful, but there has been little evaluation of how well the web meets its users‘ primary information requirements. In other words, the important point is what the customers expect, want and need, and the way they perceive, accept and judge the services of the administration. As an example, customers not familiar with the logic of administrative thinking will need active help in finding the information items they are searching for. Thus, the challenge for today‘s e-Hospital is to integrate the technological advancements for customer‘s benefit.

客戶缺乏的觀點：基於網站的客戶服務，廣泛的意識到是成功的，但很少有評價，該如何網絡滿足其客戶的主要信息需求。換句話說，很重要的一點，是客戶的期望、想要和需要，以及給他們一個方式，意識到並且接受、判斷服務的管理。舉個例子，客戶不熟悉的邏輯管理思維，他們需要積極的幫助，使他們找到自己搜索的信息。如此，現今的電子化醫院所挑戰的是為客戶的利益，所需要做的整合技術進步。

E 化醫院積極活動中 The lack of employee’s viewpoint: Before the internet emerged in the

late 1980s, hospitals were already actively pursuing information technologies to improve operating efficiency and to enhance internal communication. However, the focus of e-Hospitals in that era was primarily internal and managerial. The internet has gradually matured into a user-friendly for employees to communicate directly with customers and to deliver massive quantities of information.

員工缺乏的觀點：在過去網際網路出現以前，醫院已經在積極推行信息技術、提高經營效率、提高內部的溝通。然而，在那個時代所專注的電子化醫院，起初是內部和管理的方面。網際網路已經漸漸的走向成熟，考慮使用者需要的平台，讓員工與客戶能夠直接溝通，並且傳遞大量的信息數量。

E 化醫院積極活動中 While there is a lack of internal customer‘s perspective, it becomes

difficult to design and develop employee‘s expectations and integrate interdependent networks coordinated by regulation. In regard to these problems, an e-Hospital can see four perspectives: employees and customers, processes (reorganization) and (tele) cooperation and knowledge. Figure 1 shows the evolution periods of an e-Hospital, which reflects the degree of interaction with users.

然而，那是一個內部客戶缺乏的觀點，變得很難設計和開發員工的期望和整合、互助的電腦網路整合協調的標準。考慮到這些問題，電子化醫院可以看到四個觀點：員工和客戶、過程（重新制定）和（遠距離）合作、知識。圖表 1顯示電子化醫院發展的期間，反射出了與客戶互相影響的程度。

電子化醫院的演變時期如下說明－分為：階段、性質、技術和構造、期間按照英文序號： 1st 、 2nd 、 3rd 、 4th 、 5th 、 6th

E 化醫院積極活動中 In Figure 1, the first stage is “Paper and word processing,” it only a basic

face to face service with customers. Stages 2 and 3 are“Computer-assisted,” where customers‘ data are collected artificially. Stages 4 and 5 are “IT-automated.” Because of the Internet, the target of stage 4 is to improve the management of customer satisfaction and is calculated technically by statistical software programs which also combine the database structure.

在圖表 1 ，第一階段是“紙和文字處理“，它只有一個基本面孔面對客戶服務。第二及第三階段是”電腦協助”，在那裡用人為的方式，做客戶數據的收集。階段 4 和 5 是“ IT- 自動化“。因為網際網路，第 4階段改進管理客戶的滿意度和預先計畫的技術上，透過統計的軟體計畫，也作為資料庫結構的結合。

E 化醫院積極活動中 In order to rapidly respond to customers‘ requests, the computer and

Internet are essential to speed up the processing of these requests and let customers get what they need. The target of stage 5 is the management of customer accounts and orders. In the final stage, hospitals use ingenious information system to provide a personalized service for customers. Through the function of a think-tank and the Internet, hospitals integrate all dimensions of information and reach the goal of customer personalization management.

為了迅速響應客戶的要求，對電腦和網際網路是不可缺的，要求過程加快速度，讓客戶得到他們所需要的。目標第 5階段是管理客戶帳戶和訂單。在最後的階段，醫院使用巧妙的信息系統，提供客戶個性化的服務。通過智囊團和網際網路的功能，醫院整合各個方面的信息和達到客戶的目標，所謂個性化的管理。

E 化醫院積極活動中 However, the framework just simply provides an exploratory conceptual

tool that helps one understand the evolutionary nature of an e-Hospital. The crucial problem, not yet completely addressed, is the challenge of developing an evolutionary architecture to integrate large heterogeneous systems and to meet the requirements of customers. Frequently, crafting an architecture involves not only reengineering technological systems according to a hospital‘s needs, but also reengineering the administrative processes that provide services to customers.

然而，該架構只是簡單地提供一個探究的概念工具，它可以理解的發展性質的電子化醫院。決定性的問題，是尚未完全滿足挑戰發展中，進化的結構整合大量的異種的系統，以滿足客戶的需要。通常的情況下，架構的手法需要的不僅只是再造技術系統，得和醫院的需求相符，但也同時再造管理的過程，為客戶提供服務。

研究設計 Based on the above discussion, the challenge for today‘s e-Hospital is the

need to integrate the technological advancements for the customers and employee‘s benefit. In order to develop a measure framework for e-Hospitals, a systematic approach is used. Figure 2 shows the triple-diamond website measure framework of an e-Hospital, which consists of three functional orientations: IT strategy orientation, customer orientation and administration orientation which offer transport, basic and cooperative services with each other.

基於以上的討論，現今的電子化醫院所面臨的挑戰，是需要整合的技術進步，讓客戶和員工能夠從中受益。為了發展出電子化醫院的測量架構，慣用有系統的方法。圖表 2顯示出了三重鑽石對於電子化醫院網站測量架構，由三種機能的定位： IT戰略導向、以客戶和管理部門定位，提供運輸，基礎的彼此合作服務。

研究設計 IT strategy orientation: Basically, the central issue of an e-Hospital is

applying IT in information activities, in order to redefine and improve existing administration services. IT is used in a broad sense of information resource configurations referring to IT handling techniques (storage, processing, transport, capturing and presentation) of data including text, sound and visual images and knowledge. It is an intermediate technology or communication gateway, enabling electronic interaction between actors. Therefore, the sector needs to understand the role of the new technology in information service delivery, aiming at developing inter-organization cooperative information systems supporting e-Hospital actions.

IT 戰略定位：基本上，電子化醫院的焦點，是應用 IT 資訊科技的資訊活動力，為了重新定義和改進現存的管理服務。 IT採用的是廣泛意義上的信息資源結構，將 IT處理技術歸為 (貯藏、程序、運輸、捕獲和呈現 ) 的數據，它包括文本、聲音和視覺圖像和知識。它是一個中間技術或傳達途徑，授予全力的電子行為者之間互相影響。因此，部門需要理解，新科技角色對信息服務傳遞，目標在發展組織間合作的信息系統，支援電子化醫院的行動。

研究設計 Customer orientation: Hospital support and assistance should be

available anytime to aid the potential visitor as a valuable customer, reflecting the fact that a hospital respects the customer. However, referring to potential patients as customers reflects the attitude that a hospital must have when it interacts with patients. It is meant to acknowledge that issues such as customer satisfaction, fulfilment of needs, quality of service etc. should be part of an e-Hospital‘s mentality and practice.

以客戶為定位：醫院的支援和幫助，該是在任何時候可用的，隨時幫助潛在寶貴的探病、檢查者，反應的事實是，醫院尊重客戶。然而，當潛在的病人，歸因客戶反應的態度時，醫院必須和病人互相影響。它表示去承認問題，像是客戶滿意度，去履行、實現需求，質的服務等，這部分都必須是電子化醫院的精神和實踐。

研究設計 Administration orientation: This study suggest that hospital

administrations face serious challenges and requirements both as regards their internal reorganization and their external relations with customers. A successful IT implementation of e-Hospital services requires the internal and external components to be developed in a coordinated way. Therefore, their tasks can be better structured, and employees can concentrate on improving the quality and performance of their process workflows. For this purpose, the employee-oriented design goes one step further by categorizing information and services on the Web according to the needs of different departments or work groups.

管理定位：本研究建議，醫院管理經營部門面對嚴峻的挑戰和要求，這兩者所要求的，是他們就其內部重新制定和外部與客戶的關係。一個成功的IT 成就，電子化醫院服務內部的需要，和外部發達協調構成的要素。因此，他們的任務是更好的結構，以及員工可以專注增進質量、履行他們的工作流程。為了這個目的，員工以此為設計更進了一步，根據不同部門的需求和工作類別，通過網絡來做信息的分類和服務。

研究設計 Therefore, hospitals have to rethink their existing services and possibly

create new ones. These services must be developed in a way accessible to all customers, easy to use and based on delivery channels assisted by advanced technological means, requiring a evaluation of the hospital‘s processes.

因此，醫院不得不重新考慮他們現存的服務，並有可能創造新的。這些服務必須是所有客戶易理解、易於使用的，基於先進的技術方法傳送管道幫助，醫院需要評估過程。

When customers perceive that the information meets their needs and requirements, they are willing to criticize the value of each product or service based on their purchase decision criteria. Thus, determining customers‘ perception of information delivery quality on the web is a primary stage in assessing their potential behavior. Customers‘ attitudes toward accepting the hospital‘s website was constructed with the combined effect of three measurement scales: customer, administration and IT.

當客戶察覺信息，滿足他們的需求和要求，他們願意批評重要性，基本上每個產品或服務的價值，都會是購買決定的標準。因此，決定客戶察覺在網絡上的信息傳遞質量是一個主要的階段，在評估其潛在的行為。客戶的態度導向接受醫院網站，三個測量尺度構成綜合的影響：客戶、管理和 IT 。

研究設計 For this reason, an established scale was used, and a customer-focus

performance evaluation scale system for the hospital‘s website was measured by using 22 positively worded items from the e-Hospital performance evaluation scale (see Table 1). In order to develop an employee-focus performance evaluation scale for a hospital‘s website we firstly define 12 dimensions for a hospital information delivery service from a literature review and experts‘ opinions. The 51 items of the 12 defined dimensions are named “ease of use,”“ability,”“reliability,” “communication,”“safety,”“understanding,”“form,”“classification & frame,”“approachability,”“information quality,”“useable” and “maintainable.”With growing interest in the evaluation of internet information resources, many sets of criteria have been proposed for the evaluation of websites.

出於這個原因，使用一個既定的規模，和客戶關注焦點的實行評價尺度系統，對醫院網站積極測量過，明確的使用 22 個項目，電子化醫院的實行評價測量評量表（見表 1 ）。醫院的網站為了發展員工焦點，實行評價尺度，我們首先定義為 12 個 重 要 性，對於 醫 院 信息 傳 遞 服 務 ，回 顧 文 獻 和專家的意見。 51 個項目中 12 個清楚的定義被命名：易用性、能力、可信賴性、通訊、安全、理解、形式、分類與架構、易接近性、信息質量、可用的和可維持的。隨著越來越多關注，網際網路的網站信息資源評價，對網站的評價已有多套標準被提議出來。

研究設計

新竹醫院通用客戶對於傳遞服務質量與測量的標準醫院網站以客戶為中心的績效評價尺度系統（信度 α=0.8988 ）

研究設計 In order to develop the criteria used for the evaluation of a hospital‘s

website. This study has adapted the related literatures and concluded the IT measurement, which identified five dimensions (e.g. security, the constructional capacity of the network, data processing, performance, database system) and 32 attributes (Table 2).

為了發展用於評價的標準醫院網站。這項研究已適應相關文獻，並推斷出IT 的測量，確認五個方面 ( 如：安全、電腦網路構造容量、資料數據處理、性能、資料庫系統 ) 和 32屬性（表 2 ）。

研究設計

網站提供的服務質量的測量分為：尺寸規模、屬性特性、索引指示、結果

研究設計

於新竹醫院通用標準員工傳遞服務的質量和測量醫院網站的員工對焦性能評價尺度系統（信度 α=0.8959 ）

研究設計 Next, for the external customer, this study organized a panel of coders

composed of 98 college students to conduct structured content evaluation of the website of Hsin-Chu General hospital, to define the concepts perceived from customers‘ perspectives. Subjects were given a 30 min training session to familiar themselves with the websites of Hsin-Chu General hospital.

接著給外部的客戶，本研究組織一組調查對象，編碼器由 98 個大學生實施結構化內容的評價網站定義的概念，認為從新竹總醫院察覺思想，去定義客戶的觀點。題目是給予培養者 30 分鐘的培訓課程，以熟悉自己與新竹總醫院的網站。

Second, for the internal customer, we conducted 40 structured interviews with administrative employees of Hsin-Chu General hospital.

其次，對於內部客戶，我們與行政新竹總醫院的員工，進行了 40 個結構化面試。

研究設計 A customer‘s perception of information quality is presumed to affect their

intention and acceptance to use web information positively. In this part, attitude measures were developed by asking respondents to rate each attribute on a 4-point semantic differential scale by ascending from “not at all agree” to ”very agree. ＂ Finally, IT quality was represented by the five constructs: Security, Network capacity, Data Processing, Operating performance and Database system. In order to discriminate the different levels of each construct, they were marked with “yes,”“no” or “N/A (Not Available).”

假定一位顧客的感知信息質量，影響到他們的意圖和積極利用網絡信息的接受。在這一部分，態度的措施，通過率各屬性 4 點的語義差別規模，要求受訪者按上升序從“不同意”到“非常同意。最後， IT質量代表的五個結構：安全性、網絡容量、數據處理、經營成果和資料庫系統。為了區分每個結構的不同層次，它們分別標有“是”、“否”或“ N/A （不可用的）。”

資料數據分析 Of the 98 external customer, 63 (64.3%) were males. The subjects

between the ages of 20 and 29 comprised 87.6% of the sample. As shown in Table 5, customers‘ intention to use an e-Hospital website was directly and positively affected by their perceptions of “Understanding.”“Safety,” received a lower average score, followed by the attributes, “Response,” “Friendliness,” “Communication.” Second, for the internal customers, of the 40 respondents, 80% had technical jobs, and 20% were in administrative positions. The results are shown in Table 6. In the light of the IT quality, we study the features that are available at Hsin-Chu General hospital website. Regarding this criterion, the results are shown in Table 4.

98 外部客戶中，有 63 （ 64.3％）為男性。對象之間年齡在 20至 29歲佔 87.6％的樣本。如表 5所示，客戶打算使用電子化醫院的網站是直接和積極的影響，藉由“了解他們的看法”。“安全”，獲得較低的平均得分，隨後的屬性，“響應”、“友善”、“通訊”第二，在 40名內部客戶的受訪者中， 80％有技術的工作， 20％的行政職務，其結果示於表 6 。在光的 IT質量，我們研究的特色是可用在新竹醫院網站。關於該標準，結果示於表 4 。

資料數據分析

新竹醫院標準的 IT 傳遞服務質量的措施分為：安全標準、網路容量標準、數據處理標準、經營績效標準、資料庫系統標準

資料數據分析

客戶的反應的平均值和變化分為：屬性特質、平均數、變化內含：友善、響應、能力、可靠性、通訊、安全、了解、搜索、頻道…等

資料數據分析

員工響應的均值和變化分為：屬性特質、平均數、變化內含：易用性、能力、可靠性、通訊、安全、了解、形式、分類和架構、可接近、信息質量…等

資料數據分析 As shown in Table 9, the results of analyzing the existing website of Hsin-

Chu General hospital are divided into three parts. The most common disagreements observed on the website are lack of navigation support, design inconsistency, overly long reaction times, lacking a foreign language version, orphan pages, security issues, and lack of biographies. Many of the above mistakes are interrelated and symbolize the failures of coordination between the different phases of the website development. Most importantly, all of them could cause serious integrated problems on the usability and endanger the effort of this hospital. Hence, to ameliorate these problems, a formal strategic planning needs to be implemented and suitable IT measures need to be adopted.

於表 9 中所示，現有的網站結果分析，新竹綜合性醫院分為三個部分。最常見本網站所觀察到的，意見不一的導航功能支持、設計不一致、感應時間過長、缺少外國語言版本、無人照管的頁面、安全問題，以及缺乏的傳記。許多上述的錯誤是有相互關係的，象徵著協調失敗之間的差異網站的發展階段。最重要的是，所有這些可能會導致嚴重體性問題，這家醫院的可用性和危及努力的成果。因此，為了改善這些問題，一個正式的戰略規劃，需要藉由手段和採用適當的 IT 測量需要。

資料數據分析

新竹總醫院的網站分析的結果分為：居民定位導向、管理定位導向、 IT定位導向 (沒有選擇 )內含：反應、值得信賴的、能力、安全、搜索、分類、維護…等

討論 In order to identify the success of the e-Hospital action, the e-Hospital

measurement framework was proposed as in Figure 3 and described as below. 為了確認成功的電子化醫院的行動，電子化醫院測量架構提出在圖 3 中所示，

並如下所述。

External Customer: IT holds great potential to improve the interface between hospital and customers. The information may comprise simple “where-to-go,” detailed information regarding delivery service, support for customers searching processes or even general everyday information. For example, customers who are not familiar with the logic of administrative thinking will need active help in finding the information. Therefore, by way of external customer criteria for the evaluation of website, the goal is to move constituents to this new channel while continuing to provide excellent service through the internet.

外部客戶： IT 擁有巨大的潛力，以改善醫院和客戶之間的接合部。這些信息可能包括簡單的“去哪裡”，關於詳細的信息傳遞服務，為客戶提供搜索支持程序，或甚至每天普遍的信息。例如，客戶不熟悉的管理思考邏輯，需要積極他們幫助尋找信息。因此，通過外部客戶標準評價網站，我們的目標是移動全體，這個新的方向同時連續透過網際網路，提供優良的服務。

討論 Internal Customer: In the e-Hospital domain, for information sharing over

the network, the internal customer criteria for the evaluation of a hospital‘s website will play a crucial role for realizing the expected revolution. Similar to the customers, the employees do not only search and access information, but also communicate and operate to fulfill the administrative processes with others through the website. The websites also support employees demands when accomplishing their tasks.

內部客戶：在電子化醫院領域，信息共享在網絡上，醫院的網站實現預期革命，內部顧客的評價標準，成決定性角色的重要作用。類似的客戶，員工不僅只是做搜索和使用信息，也要溝通和運轉執行，管理的程序與其他通過網站。當他們完成任務時，該網站還支持員工的要求。

討論 IT Strategy: For the purpose of co-operation, autonomous machine

agents should be available. This will support employees demands when accomplishing their tasks. In addition, these IT elements need to be tightly integrated and need effective analysis by the information technology criteria for the evaluation of websites. The successful elements are highly dependent on the effectiveness of the other elements.

IT 戰略：為了合作的目的，自主機器的代理商應該是可利用的。這將支持員工要求，完成他們的任務。另外，這些因素都需要緊密整合，和需要有效的分析，透過信息技術標準的評價分析網站。高度的依賴，是有效於其他元素成功要素。

討論

討論 These elements must be integrated in a seamless fashion. While each of

these IT elements has obvious advantages, it is the relationship among these elements that provides a hospital with the potential to effectively interact with its customers. When a hospital‘s information strategically links together with these key elements, it produces an atmosphere of customer interaction where the product is greater.

這些元素必須被整合在一個無縫的方式。雖然這些 IT元素具有明顯的優勢，它是這些元素之間的關聯，提供一間醫院潛力，有效地與客戶互相影響。當醫院的信息戰略連接在一起，這些關鍵要素，它產生一個客戶互動的氛圍中，其中以該產品更是優越。

討論 As mentioned above, the e-Hospital is a new management concept that

relies heavily on technology and process automation to create its environment. However, to create such an environment will entail change. Berry (1995) referred to technology‘s role in customer delivery service as ’high touch through high tech‘. Information technology can be used in both manual and automated customer interactions. Figure 4 shows the e-Hospital website function model, which consists of two components offering transport, basic and co-operative services.

正如上面提到的，電子化醫院是一種新的管理概念，依賴於繁茂的技術和自動化過程創造環境。然而，創造這樣一個環境必須承擔變化。 Berry （ 1995 ）通過高科技角色的客戶傳遞服務，它是通過高科技的高觸感信息技術，能夠用於手動和機械、自動化，和客戶交付服務中作用。圖 4顯示出的電子化醫院網站的功能模型，它由兩個組件運輸，提供基本和合作的服務。

討論 ( 自動化的互動 ) The key to the automated service encounter is to pass the control of

interaction process to the customer (see part I of Figure 3). Technical infrastructure is a key consideration when a hospital designs its automated interaction strategy. This will consist of a telecommunication network and terminal equipment and can be internal or external to the hospital.

自動化的服務，接觸的關鍵，是通過控制給客戶的互相影響過程（見第一部分圖 3 ）。技術基礎設施一家醫院時，其自動化設計的互動策略，是一個重要的考慮因素。這將包括組成電信網絡和末端設備，並能是內部的或外部的醫院。

討論 ( 自動化的互動 ) Customer Use Interface (CUI): IT holds great potential to improve the

interface between hospital and customers. The information may comprise simple ‘where-to-go’, detailed information regarding delivery service, support for customers searching processes or even general everyday information. Therefore, the Web-Interface presence is well suited to new efficiencies afforded by e-Hospital, and the goal is to move constituents to this new channel while continuing to provide excellent service through the internet.

客戶使用界面（ CUI ）： IT 有很大的潛力，改進醫院和客戶之間的接口。這些信息可能包括簡單‘去哪裡’，詳細的信息關於傳遞服務，支持客戶的搜索過程，甚至是普遍一般每天的信息。因此，網路接口的存在，是非常適合電子化醫院所提供的新效率，新頻道和移動結構目標，同時繼續通過網際網路，提供優良的服務。

討論 (IT 協助互動 ) IT-assisted interaction is predominantly a manual process that uses IT to

enhance the relationship between the service provider and the customer (see part II of Figure 3). This will consist of a customer interaction center and employee use interfaces, which can be mentioned as follows:

IT 協助互動作用，主要是佔優勢的手動過程，用它來提高服務供應者和客戶之間的關係（見第二部分圖 3 ）。將組成客戶互動中心和員工使用接口，可以提出如下：

Customer Interaction Center (CIC): Providing customer service over the web is a given, but as expectations expand, customers‘ demand for self-service options will cross over to non-Internet channels. Therefore, the complexities of anticipating and responding to customers increase and robust customer interaction centers become even more essential. A Customer Interaction Center should concentrate on providing a framework for supporting applications that solve administration issues, rather than satisfying the urge to deploy point solutions.

客戶互動中心（ CIC ）：在網絡上提供客戶服務是給定的，但期望擴大，客戶的需求為自助服務，選項將跨越到非網際網路頻道。因此，錯綜複雜的預測和響應，客戶的增長和強大的客戶互動中心變得更加不可缺。客戶互動中心，適用集中在提供了一個架構，支持應用程序，以解決管理問題，而不是滿足主張展開單點解決方案。

討論 (IT 協助互動 ) Employee Use Interface (EUI): In an e-Hospital domain, for information

sharing over the network, the EUI plays a crucial role in realizing the expected revolution. Similar with the CUI (Customer Use Interface), through the website, employees not only search and access information, but they also communicate and operate to fulfill the administrative process with others. For the purpose of co-operation, autonomous machine agents should be available that will support officials on demand when accomplishing their tasks.

員工使用的界面（ EUI ）：在電子化醫院領域，網絡上信息共享， EUI 是決定性角色，在實現預期革命。 CUI （客戶使用接口），通過網站類似，員工不僅是搜索和取出信息，但他們也溝通和營運，與他人履行行政程序。為了合作，自主機器的代理商，應該支持正式的，去要求完成他們的任務。

討論 ( 自動化的互動 & IT 協助互動 )

結論 本文探討新出現的問題，基於電子化醫院系統網路的功能框架。 在台灣，當地醫院調查結果表明，客戶的需求，是電子醫院實施和發展顯

著的因素。 根據此研究結果中，數據也引起醫院的決策者和實踐者若干問題。 這項研究還提出了一個在線評估架構，服務支持客戶信息的傳遞。 本評估架構，實現的好處是顯而易見的相互關係，有必要使醫院成為電子

化醫院。 未來的研究應該去評估，該模型在多大程度上進行驗證，在現實中，電子

化醫院用特別的方式發展該模型，從最初的修辭意圖通過戰略規劃，系統開發，集成到最終轉化，將是一項創新的改變。

該結果可以用來作為決策者的體系結構發展指導和方向，電子化醫院倡議的進展，以減少複雜性，其餘的組織溝通，提供了里程碑評估和控制體系結構開發的成本。