特殊兒童療育的服務設計
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2016
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早期療育服務係為未滿六歲的發展遲緩特殊兒童及家庭進行的整合性服務，及早進行療育服務能改善特殊兒童遲緩的狀況或開發發展潛力，同時提供家庭支持與協助，並減少日後社會成本。服務設計是整合性的跨領域新思維，注重整體服務經驗的創造性解決方案。服務無實體存在、隨時間變化、無法被儲存並且和消費行為同時發生的特質，運用服務設計能處理其複雜特性，把握以使用者為中心、共同創造，按順序執行，實體化和整體性的原則進行，讓服務提供者在提供服務時更有效率並創造經濟價值，同時更符合服務接受者的需求與期望。
本研究以服務設計的視角檢視早期療育系統，透過質性研究方式探究現有療育服務，經過跨領域團隊會議進行設計過程的探索與定義步驟重新檢視服務旅程，將設計構想規劃為療育服務空間、療育輔助軟體、療育服務延伸產品等三個部分進行概念發想與修改，最後將構想呈現並建構新的服務藍圖。本研究結果發現：
（1）不同醫療機構針對療育服務的運作大同小異，而每個療育項目皆需視為單獨個體分開預約，預約後至實際進行療育則需要一段等待期。
（2）療育服務是為特殊兒童設計，但主要的服務對象還包含了照護者。在建構服務時須考量照護者的角度，除了讓照護者感到舒適安心外，也應讓治療師進行服務能更有效率，減少雙方非必要的時間與精力消耗以提升品質。
（3）早期療育講求系統性與整合多種專業合作，實際進行時不同領域卻缺乏整合。療育服務後階段若能將服務理念延伸至特殊兒童生活和其他環境中，對兒童、家長及社會都是有益的。
（4）對治療專業的信任感和兒童未來進步空間的前瞻性，為照護者在初診階段決定是否接受療育服務的關鍵。
（5）複診為偏向經驗導向的服務，在建構服務時應著重在使照護者能更方便迅速地接受服務，減少精力與時間消耗，以達到服務雙方長久合作的關係。
研究將服務設計應用於特殊兒童的療育服務規劃與創作結果：
（1）召集跨領域成員參與服務設計過程時，可規劃自由討論時間提升成員的興趣，並輔以多種工具以及簡單範例以助思考。
（2）特殊兒童的療育空間需考量動線寬敞與環境舒適，氣氛營造跳脫醫療空間的印象，並提升兒童於療育中的精神。
（3）利用空間規劃手法和制度建立，達到管理療育人數、時間、硬體的目的。
（4）開創雙向療程紀錄的概念，隨每次服務登錄照護者對療育服務的感知。
（5）以產品與軟體將療育服務的效益延伸至生活中，設計上應以簡單易學為主，提升使用者運用的情況與意願。
（6）即使建構新的服務系統能幫助療育品質的提升，治療師的經驗與專業性仍是療育品質的重要因素。
Early intervention is an integral intervention for anthropogeny delayed children under six years of age and their families. Initiating intervention earlier could improve the condition and the potential development of those children as well as providing support and assistance to their families while decreasing social costs. Service design is an integrally interdisciplinary initiative which emphasizes creative solutions based on overall service experience. The characteristics of service does not include a physical presence, changes in accordance to time, cannot be saved and happens at the same time with consuming behaviour. Service design can manage these issues, centralize customers and improve efficiently following the principles of materialization and integrity. Therefore, it enables service providers to conduct their duties more efficiently and improve value, thus meeting the needs and satisfaction of service receivers. This study examines early intervention system from a service design viewpoint and discusses current intervention service through qualitative research. Through exploration by interdisciplinary teamwork design and re-inspections of the service process, the design plans were catagorised into three parts for generating concepts and were later modified — the space of intervention, the software to assist intervention and the extension product of intervention. Finally, the ideas were presented and the new blueprint was presented. The findings of this study are listed below: 1. Different medical organisations practice the service similarly. Every service item is treated individually and reserved independently. After reservation, there is a waiting time before the actual practice of the intervention. 2. Although the intervention service was designed for the children with special conditions, the main customers include their caregivers. When establishing the service, the need of caregivers should be taken into consideration so the caregivers can be comfortable and rely on the service. Caregiver satisfaction will also enable the therapists to work more efficiently thus increasing the quality of the service by minimizing unnecessary time and energy. 3. Early intervention emphasizes system and the integration of multi-professional cooperation. However, in practice, integration could be improved. It would benefit the children, parents and the society if the concept of the service could be extended to the lives and environment of the children in the final stage of the intervention process. 4. The reliability of therapeutic professionals and the foresight of the children’s progress is key to staff member decisions on whether to accept intervention service at the first consultation. 5. Subsequent visits are similar to experience-oriented service. The establishment of the service should stress on the convenience of caregivers to receive the service, thus decreasing the energy and time to achieve long-lasting cooperation. The results from the studies on the practice of service design on children’s intervention service and creativity: 1.When recruiting interdisciplinary members to join the service design, the time allowing free discussion which motivates members’ interests could be assisted with different kinds of tools and simple examples to facilitate thinking. 2.The design of the intervention space should consider the smoothness of the traffic flow and the comfort of the environment, build the atmosphere which differs from that of a stereotyped medical environment. And improve the spirit of children in a medical system. 3.Through the arrangement of space and the establishment of system, reach the goal of controlling the numbers of patients and the time and equipment spent. 4.Create the concept of recording bidirectional intervention and log in the perception of the caregivers toward the intervention at every service. 5.Extend the benefits of intervention service using products and software. The design should be learnt easily which motivates the users. 6.Although building up a new service system is helpful for the quality of the intervention, the experience and professions of the therapists is still essential to the quality of the service.
Early intervention is an integral intervention for anthropogeny delayed children under six years of age and their families. Initiating intervention earlier could improve the condition and the potential development of those children as well as providing support and assistance to their families while decreasing social costs. Service design is an integrally interdisciplinary initiative which emphasizes creative solutions based on overall service experience. The characteristics of service does not include a physical presence, changes in accordance to time, cannot be saved and happens at the same time with consuming behaviour. Service design can manage these issues, centralize customers and improve efficiently following the principles of materialization and integrity. Therefore, it enables service providers to conduct their duties more efficiently and improve value, thus meeting the needs and satisfaction of service receivers. This study examines early intervention system from a service design viewpoint and discusses current intervention service through qualitative research. Through exploration by interdisciplinary teamwork design and re-inspections of the service process, the design plans were catagorised into three parts for generating concepts and were later modified — the space of intervention, the software to assist intervention and the extension product of intervention. Finally, the ideas were presented and the new blueprint was presented. The findings of this study are listed below: 1. Different medical organisations practice the service similarly. Every service item is treated individually and reserved independently. After reservation, there is a waiting time before the actual practice of the intervention. 2. Although the intervention service was designed for the children with special conditions, the main customers include their caregivers. When establishing the service, the need of caregivers should be taken into consideration so the caregivers can be comfortable and rely on the service. Caregiver satisfaction will also enable the therapists to work more efficiently thus increasing the quality of the service by minimizing unnecessary time and energy. 3. Early intervention emphasizes system and the integration of multi-professional cooperation. However, in practice, integration could be improved. It would benefit the children, parents and the society if the concept of the service could be extended to the lives and environment of the children in the final stage of the intervention process. 4. The reliability of therapeutic professionals and the foresight of the children’s progress is key to staff member decisions on whether to accept intervention service at the first consultation. 5. Subsequent visits are similar to experience-oriented service. The establishment of the service should stress on the convenience of caregivers to receive the service, thus decreasing the energy and time to achieve long-lasting cooperation. The results from the studies on the practice of service design on children’s intervention service and creativity: 1.When recruiting interdisciplinary members to join the service design, the time allowing free discussion which motivates members’ interests could be assisted with different kinds of tools and simple examples to facilitate thinking. 2.The design of the intervention space should consider the smoothness of the traffic flow and the comfort of the environment, build the atmosphere which differs from that of a stereotyped medical environment. And improve the spirit of children in a medical system. 3.Through the arrangement of space and the establishment of system, reach the goal of controlling the numbers of patients and the time and equipment spent. 4.Create the concept of recording bidirectional intervention and log in the perception of the caregivers toward the intervention at every service. 5.Extend the benefits of intervention service using products and software. The design should be learnt easily which motivates the users. 6.Although building up a new service system is helpful for the quality of the intervention, the experience and professions of the therapists is still essential to the quality of the service.
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Keywords
服務設計, 特殊兒童, 早期療育, 發展遲緩, service design, anthropogeny delayed children, early intervention