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企業員工健康管理服務創新模式AnInnovativeModelofHealthCareManagementforCorporateEmployees王雅玲Ya-LingWang醫務管理研究所關鍵詞:企業員工健康管理;服務創新;營運模式;Keyword:healthcaremanagementforcorporateemployees;serviceinnovation;businessmodel;摘要:近年來，由於疾病演變、醫療費用日益高漲，世界各國開始將後端的醫療支出移到前端的預防管理費用上。而企業雇主為了降低對員工的醫療給付，紛紛幫員工進行健康管理，希望能樽節支出。國內，目前市場上的健康管理方式眾多，但目前仍無有效的營運模式。本研究鎖定以系統平台為主的健康管理模式，從服務創新的角度，探討研發至技術移轉、服務提供者的應用和最終企業使用的情形，以期完整了解目前國內企業員工健康管理模式以及企業員工健康管理平台的服務內涵和流程。此外，本研究站在服務提供者角度，提出企業員工健康管理的創新營運模式。本研究採個案研究法，分為上、中、下游。以國內某研發機構研發的健康管理系統平台為起始進行研究，共有4家個案接受訪談。針對服務創新、技術移轉、服務傳遞和顧客價值，四構面分析，了解目前健康管理系統平台的發展狀況。經由本研究結果所得到幾點重要發現：【上游】1.企業員工健康管理所研發的資訊系統，可以加強與員工的健康管理互動過程，並提高護理人力的工作產能。2.國內目前發展企業員工健康管理仍存在發展困難與瓶頸。【中游】1.越瞭解醫療產業知識與趨勢則企業員工健康管理服務創新越容易成功。2.系統平台進行技術移轉會比自行研發更容易成功、節省研發所需資金、時間。3.服務提供者有無健檢相關業務會影響後續流程規劃的設計，而企業員工健康管理服務的介入越深，則需要提供更多的獎勵誘因給員工。4.發展國內的企業員工健康管理營運模式，服務提供者較可行方式為採用B2B2C模式。【下游】1.有員工健康管理需求的企業特質：大型、高風險、高壓力和員工福利佳。2.由於企業員工健康管理服務的績效難以衡量，所以會影響企業雇主為員工提供健康管理的意願。3.雇主對於員工健康管理的整體績效，認為需要長時間的觀察或利用量性資料來輔助證明。Abstract:Inrecentyears,duetotheevolutionofdiseasesandtheraiseofmedicalcosts,mostcountriesstartedtoshiftthemedicalexpenditureinback-endstagetothediseasepreventionandhealthmanagementexpendituresinfront-endstage.Thus,corporateemployerslettheiremployeesparticipatethehealthcaremanagementinordertoreducethemedicalexpenditure.InTaiwan,therearemanykindsofhealthmanagementmodelsonthemarket,butnoonecanworkeffectively.Thisstudywasbasedonthesystematichealthmanagementplatform.Fromtheviewpointofserviceinnovation,thisstudyalsodiscussedthedevelopmentandthenthetechnologytransferinITRIandthesituationoftheserviceapplicationintwoserviceprovidersandtheusageinonecorporation.Thiswasinordertounderstandtheservicecontentandprocessofthebusinesstobusinesstoconsumer(B2B2C)modelandtheB2B2CplatforminTaiwan.Moreover,thisstudyproposedtheinnovationworkingmodelofhealthcaremanagementforcorporateemployeesfromtheviewpointofaserviceprovider.Thisstudyproceededwithcasestudiesanddividedintothreeparts:upstream,midstreamanddownstream.FourcaseshavebeenstudiedbyusingtheplatformofaresearchorganizationÕshealthcaremanagementsystem.Besides,theyhavebeenanalyzedfromthefouraspects,theserviceinnovation,thetechnologytransfer,theservicedeliveryandthecustomervalue,inordertounderstandthedevelopmentoftheplatformofthehealthmanagementsystem.Severalimportantfindingsinthisstudy:Upstream:1.Thesystemdevelopedfromthehealthmanagementplatformforcorporateemployeescouldenhancetheinteractionwithemployeesandimprovetheworkingefficiencyofthenursingstaff.2.Theoveralldomesticenvironmentdidnotsupportthedevelopmentofthehealthcaremanagementforcorporateemployees.Midstream:1.Providersthatdeeplyknewtheknowledgeandthetrendaboutthemedicalindustrywereeasiertosucceedsuccessfulinhealthcaremanagementserviceforcorporateemployees.2.Thesystematicplatformobtainedbytechnologytransferwaseasiertosucceedthanthatbyself-developmentplatform.Bythisway,itcouldsavemorefundsandtime.3.Itwouldaffecttheprocessdesignwhethertheprovidershadthephysicalexaminationornot.Thedeepertheinvolvementofthehealthcaremanagement,themorerewardsweneededtogiveforemployees.4.ThisstudysuggestedthattheB2B2Cmodelwasfeasibleforproviders.Downstream:1.Thecharacteristicsofthecorporationthatneededthehealthcaremanagementforemployeeswerelarge-scale,high-risked,high-pressuredandwell-welfare.2.Itwouldaffectthatemployersusedthehealthcaremanagementforemployees,duetotheperformanceofthehealthcaremanagementwasdifficulttoestimate.3.Inordertoestimatetheperformanceofthehealthcaremanagement,theemployersthoughtthatitneededlong-termobservationorquantitymaterialdata.