Design and Implementation of a Telephone Counseling Support System for Healthcare Self-Management System

[[abstract]]台灣遠距醫療中，電話諮詢照護作業流程，提供大多是急重症照護服務，僅需要通報，系統便會安排急救車到府，護送傷者或是病患送至醫院給予醫療照護，其中缺乏慢性疾病電話照護作業流程。故本研究開發個人健康自主管理電話諮詢服務支援系統，搜尋國內外相關文獻，分析慢性疾病的電話諮詢系統，發展本國慢性疾病之電話諮詢作業流程，建置慢性疾病的電話諮詢作業流程於健康知識庫中，開發健康自主管理系統雛型，系統架構包含三個部份：疾病分類子系統、問題諮詢子系統及處置內容子系統，提供醫療相關專業人員編輯和查詢各項疾病的電話照護流程，健康知識庫中以高血壓、低血壓、糖尿病及發燒這四種疾病為例，進行評估，研究發現可以彌補在遠距醫療中，對電話諮詢系統的不足之處，進而在未來可以提供各種慢性疾病的電話照護應用。本研究以發展慢性疾病的電話諮詢服務系統為經驗，提供遠距醫療相關單位之技術應用之參考。 Due to the limited application of using telemedicine to treat long distance patients in Taiwan, it needs to be improved to provide better telephone counseling care processes for long distance patients. The system will arrange ambulances to escort patients to hospital for proper medical care while the system receive the notice. Furthermore, the basic problem of using telemedicine is lacking of telephone caring standard of procedure for chronic diseases. Therefore, this research aims to develop a telephone counseling service support system for personal health self-management in order to improve the application of using telemedicine. This research adopts relevant literature and analysis of chronic diseases telephone advisory system to help improve the telephone counseling process for chronic diseases, which can also be adopted by health knowledge library to create a standard procedure for domestic chronic diseases. The health self-management prototyping consists of three factors: Subsystem of Disease-Classification, the Advisory, and the Contents of Disposal. This system could act as a reference of telephone caring processes for medical professionals. For instance, the chronic diseases like hypertension, hypotension, diabetes and fever could be evaluated in the health knowledge library. The literature indicates that the application of health self-management could compensate the shortages of telephone counseling cares in telemedicine