응급실 의료환경개선을 위한 정보 서비스디자인 특성에 관한 연구

다국어 초록 (Multilingual Abstract)

The purpose of this study is to analyze the cases of emergency rooms in which recent medical service designs were applied, focusing on information services among medical service designs in order to solve various emergency room medical problems caused by information asymmetry in the emergency room. We intend to improve the quality of medical service design and the medical environment.
Through previous research, the basic concepts of emergency medical institutions and medical service design were explored and considered, and detailed elements according to the characteristics of the information service design for improving the medical environment of emergency rooms according to the customer journey were derived. According to the classification of the emergency room medical service industry, the medical environment was analyzed by focusing on treatment services, and classified into medical information delivery, hospital environment, and service.
Through the approach from the aspect of information service design, the elements of the characteristics of each medical environment to improve the medical environment in the emergency room were presented.
To this end, Korea University Anam Hospital and Yeungnam University Hospital, which are regional emergency medical centers belonging to superior general hospitals, and Seoul Medical Center and Boramae Hospital, which are regional emergency medical centers belonging to general hospitals, mainly for emergency rooms applied with domestic medical service design within the last 10 years. Selected.
For evaluation from various perspectives, focusing on the target of this case, it is divided into before emergency room service, emergency room service status, and after emergency room service according to the customer's journey. Analysis of the current status through evaluation of nine detailed factors and interviews was conducted, and based on the results, an approach to information service design for improvement of emergency room medical space was suggested.
The results of the study are as follows.
First, as a result of comprehensive analysis of the case targets, it was found that the overall evaluation scale according to each characteristic was high through the application of the emergency room medical service design, service elements were applied evenly, and the medical environment was sufficiently improved through the interaction of several factors.
Therefore, the information service approach for the improvement of the domestic emergency room medical environment requires an integrated information service design as an approach according to the characteristics of the medical environment. Efficient, converged, and complex information services must be provided with sufficient provision of information services according to customer journeys for the experience of emergency room users.
Based on these results, the emergency room medical environment should reduce the information asymmetry of patients, guardians, and medical staff by applying information service design in order to operate according to the use and function of each space by providing accurate and prompt information It requires active efforts from stakeholders.
Since the emergency room is transforming into a space that has the function of psychological healing through the provision of various services, not just the function of treatment, the evaluation of the information service design of the emergency room is difficult to access objectively and scientifically. Apart from subjective evaluation according to the research and experience of the researchers, the evaluation was conducted targeting various experienced persons engaged in professional occupation.
As a method, the information service design of the emergency room medical environment did not follow the existing service design process, but analyzed through the elements and items derived from the research, and after conducting an interview and evaluation with the overall blueprint according to the experience journey map of the emergency room users. The result was derived and a plan was suggested.
This study is significant in that it presents an efficient direction of information service design for continuous improvement and activation of the emergency room medical environment in the future, and suggests guidelines in terms of information service design for improvement of the emergency room medical environment. From a point of view, it can be said to be valuable in that it can be used as a basic guideline for information service design to improve the medical environment of emergency rooms.
In the future, it is necessary to continue research on overall medical service design beyond information service design in cooperation with all stakeholders using emergency rooms, and research on a more holistic and detailed approach.

목차 (Table of Contents)

• 제Ⅰ장. 서 론 1
• 1.1. 연구의 배경 및 목적 1
• 1.1.1. 연구의 배경 1
• 1.1.2. 연구의 목적 3
• 1.2. 연구의 범위 및 방법 4
• 1.2.1. 연구의 범위 5
• 1.2.2. 연구의 방법 5
• 1.3. 연구 흐름도 7
• 1.4. 선행연구조사 9
• 제Ⅱ장. 이론적 고찰 14
• 2.1. 응급의료의 일반적 고찰 15
• 2.1.1. 응급의료의 이해 15
• 2.1.2. 응급의료체계의 역사 및 구성요소 17
• 2.1.3. 응급의료기관의 유형 및 공간 구성요소 19
• 2.2. 의료서비스디자인의 이해 24
• 2.2.1. 의료서비스디자인의 정의 24
• 2.2.2. 의료서비스디자인의 특징 25
• 2.2.3. 의료서비스디자인의 구성요소와 프로세스 30
• 2.3. 응급의료의 서비스디자인 36
• 2.3.1. 응급의료의 서비스디자인 개념 36
• 2.3.2. 응급의료의 서비스디자인 이해 36
• 제Ⅲ장. 응급실 의료환경개선을 위한 정보 서비스디자인 특성 38
• 3.1. 응급실 의료환경 39
• 3.1.1. 응급실 의료환경 영역 39
• 3.1.2. 응급실 의료환경 유형 40
• 3.1.3. 응급실 의료환경의 유형별 정보 서비스디자인 접근방법 41
• 3.2. 접근방법에 따른 유형별 정보서비스디자인 44
• 3.2.1. 의료정보전달과 정보 서비스디자인 44
• 3.2.2. 병원환경과 정보 서비스디자인 46
• 3.2.3. 서비스와 정보 서비스디자인 47
• 3.3. 응급실 의료환경의 정보 서비스디자인 특성 49
• 3.3.1. 응급실 의료환경의 정보 서비스디자인 역할 49
• 3.3.2. 응급실 의료환경의 특성에 따른 정보 서비스디자인 요소 50
• 제Ⅳ장. 응급실 의료환경개선을 위한 사례분석 53
• 4.1. 대상지 선정 및 사례 연구방법 53
• 4.1.1. 대상지 선정 53
• 4.1.2. 연구방법 및 분석 틀 54
• 4.2. 국내사례연구 59
• 4.2.1. 고려대 안암병원 59
• 4.2.2. 영남대병원 62
• 4.2.3. 서울의료원 65
• 4.2.3. 보라매병원 68
• 4.3. 사례분석 결과 및 제언 71
• 제Ⅴ장. 결론 75
• 5.1. 연구의 결론 75
• 참 고 문 헌 78
• [ 부 록 ] 80
• ABSTRACT 82