This document describes the U-Health service system developed at National Taiwan University Hospital to deliver individualized healthcare. The system integrates prevention, chronic disease management, integrated heart disease care, and palliative end-of-life services through telehealth technologies. These include tele-education, tele-diagnosis, tele-monitoring, tele-consultation, and tele-therapy services. The system aims to offer seamless interactions for remote patients through an electronic medical record system, video conferencing, monitoring devices, and other digital tools. It also outlines a service design framework that considers the needs and expectations of customers, healthcare workers, and partners to develop high-quality telehealth services.

1. Delivering High-Quality
Individualized Healthcare
An Illustration of U-Health Service Design in National
Taiwan University Hospital
Hsin-Lu Chang
Associate Professor, Department of Management Information Systems,
National ChengChi University {hlchang@nccu.edu.tw}
Coauthored with
Michael J. Shaw, Leonard and Hoeft Chair of Information Systems, University of Illinois, Champaign
Feipei Lai, Director, Graduate Institute of Biomedical Electronics and Bioinformatics, National Taiwan Univ.
Wen-Je Ko, SICU Director, Department of Surgery, National Taiwan University Hospital
Yi-Lwun Ho, Telehealth Center Director, National Taiwan University Hospital
Heng-Shuen Chen, Family Physician, Assistant Professor, Department of Medical Informatics & Department
of Family Medicine, National Taiwan University Hospital

2. NTUH U-Health Service System
Integrating life caring, medical caring and long-term caring to offer seamless interactions with remote customers
A2. Integrated A3. Chronic A4. Palliative
A1. Prevention
Service heart disease disease caring medical service for
service
Category caring service service terminal illness
Service Items Tele-education Tele-diagnosis Tele-monitoring
• Professional education and • Case evaluation and management • Biosensor network
mentoring • Live video • Decision support
• Video conferencing • Electronic medical/health records • Electronic medical/health records
• E-learning • Picture archiving and • Picture archiving and Communication
communication • Remote monitoring of clinical and
functional status
Tele-consultation Tele-therapy Lifetime Health
• Expert consultation • High-quality live video • life support
• Real-time video conferencing • robotics • arts and appreciation
and document sharing • Electronic medical/health • Recreation
• E-Referral and scheduling records • health activity
appointments • Picture archiving and
communication

4. Customer-side Firm-side
Value Proposition Value Proposition Partner-side
(Four segments (NTUH and Value Proposition
of patients) Healthcare Workers)
Service
Expectation
Fit
Service
Design/Delivery
Product Promotion
Service Proposition Place People
(6P’s) Price Process

5. Design for Fitness: House of Quality