研究背景—因COVID-19冠狀病毒疫情快速蔓延，導致大量患者及包含集中居住的移工湧現醫療院所等著RT-PCR受檢進而造成醫護人員的壓力及面臨醫療資源潰堤。因此，政府推出「快篩陽視為確診」政策即是為了改善此種現象，只要使用COVID-19抗原快篩試劑檢測出陽性，即可至各醫療院所就醫或經由醫生視訊看診判斷陽性確診，於是，此政策確實疏通醫療院所的人潮，並大規模快速成長視訊看診的利用率。
研究目的—本研究探討遠距醫療中的視訊看診項目，在這樣新穎的看診服務過程中涵蓋的服務設計思維如何創新醫療服務及移工等使用者於視訊看診服務當中所感受到醫療服務品質為何，以利提供研究實證給予未來研究遠距醫療服務實質參考的價值。
研究方法—以參與觀察法來進行個案研究(Case Study)，透過蒐集次級資料(Secondary Qualitative)佐以使用者及參與者的半結構式的深度訪談(In-Depth Interview)內容及感受歸納彙整進行分析。
研究發現—本研究結果發現使用者對於COVID-19視訊看診創新的醫療服務普遍認為使用便利可打破時間空間距離，如果在診療的儀器方面可以同步像實體看診一樣可以執行理學檢查提供醫事人員判斷病症進而對症下藥，對於視訊看診的信任度會更加提升並增進服務品質。
研究結論—視訊看診服務符合創新服務四構面，醫療的服務設計思維提供了就醫看診新的概念模式、新的虛擬健保卡醫療介面系統呈現病患資訊及健康益友APP等創新應用。而協助移工看診的使用者對於視訊看診服務沒有透過理學檢查的診斷、個資暴露及支付方式較少選擇的情況之下認為影響服務品質，因此可能會降低使用意願。

In response to the COVID-19 epidemic, large-scale telemedicine applied on medical services. The use of innovative medical services is more convenient than traditional medical consultations. Therefore, the video consultation service provides a new concept model for medical consultation, a new virtual health insurance card medical interface system to present patient information, and innovative applications such as the EUCARE APP.
According to the research results, if the medical equipment in the diagnosis and treatment can perform physical examinations to provide medical staff with the ability to judge symptoms and then prescribe the right medicine, the trust in video consultations will be even greater to improve and enhance service quality.

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