隨著醫療科學的高速發展，近年來全人醫療的概念日益受到關注。這種以患者為中心的醫療服務理念與設計思考中的以人為本邏輯高度契合。儘管已有研究探討醫院內的服務設計，針對罕見疾病複雜診療流程與特殊需求的整合性服務設計研究仍屬罕見。如何有效評估並優化醫病關係，並提出兼具患者需求與醫療實務導向的服務設計，仍是一項重要挑戰。
本研究運用關係協調理論分析多層次協作中的核心挑戰，通過分析皮膚罕見疾病特別門診服務中的利害關係人網絡，探索罕見疾病患者回診服務的設計流程。研究揭示患者和醫療提供者間的互動模式與服務流程中的痛點，特別是在多部門協作及溝通與心理支持方面的需求。本研究進一步運用服務設計工具，結合用戶旅程地圖與服務藍圖，視覺化醫療服務流程及關鍵接觸點，並基於關係協調提出改進策略。
研究結果顯示，所構建的服務設計模型不僅有效提升患者的回診意願與整體醫療體驗，還加強了患者與醫療團隊之間的協作與醫病關係。此外，設計模型展現了基於關係協調理論在醫療服務中的應用潛力，為罕見疾病門診服務的未來優化提供了具體的實務參考。本研究期望透過構建以使用者為中心的醫療服務，作為其他醫療機構推動罕見疾病門診服務的參考，最終改善患者的醫療體驗與服務品質。

With medical science's rapid advancement, holistic healthcare has gained increasing attention in recent years. This patient-centered approach to medical services aligns closely with the human-centered logic of design thinking. Although prior research has explored service design within hospital settings, studies focusing on integrated service design for rare diseases with complex care processes and unique needs remain scarce. Effectively evaluating and optimizing the doctor-patient relationship while proposing service designs that balance patient needs and medical practice remains a critical challenge.

This study applies relational coordination theory to analyze the core challenges in multi-level collaboration. The study explores the design process for return appointment services for rare disease patients by examining the stakeholder network within rare skin disease outpatient services. The research highlights the interaction patterns between patients and healthcare providers. It identifies pain points within service processes, particularly in multi-department collaboration, communication, and psychological support needs. Further, the study employs service design tools, integrating user journey mapping and service blueprints to visualize healthcare service processes and key touchpoints while proposing improvement strategies grounded in relational coordination theory.

The results demonstrate that the constructed service design model enhances patients' willingness to return for appointments, improves their overall medical experience, and strengthens collaboration and the doctor-patient relationship. Moreover, the design model showcases the potential of applying relational coordination theory to medical services, providing practical guidance for optimizing rare disease outpatient services. This study aspires to establish user-centered medical services as a reference for other healthcare institutions aiming to advance rare disease outpatient services, ultimately improving patients' medical experiences and service quality.

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