Digital Transformation of Special Psychiatric Services

Abstract

Background: The use of technology to develop the service will boost work efficiency. In addition, technology systems may connect needs and benefits of service users. The Mental Health Nursing Unit has developed a service system to increase service channels technologically with information contacts, making appointments, notifying the appointment system, and receiving more convenient assessment through the TUH FOR ALL application (app).

Objectives: 1) adding a service channel for conveniently accessing the service by a LINE official account; 2) making safe treatment available for service users in psychological crisis; and 3) reducing waiting times for psychiatric appointments.

Material and methods: 1) Data was collected about waiting times to see psychiatrists;  
2) a work group created a LINE official account design as service, urgent symptom assessment, and first aid communication channel; 3) staff was encouraged to acquire technological skills to administer the LINE official account while collecting data and analyzing satisfaction; 4) outreach to service recipients was done through hospital corporate communications; 5) group meeting reported on technological system development and ongoing continuous development to supervise and respond to service recipients needs; and 6) staff meetings for knowledge-sharing on work processes to learn best practices for service system implementation.

Result: A special service channel was created to provide digital transformation services by using a Line Official Account as a new service system with collaboration from psychiatrists and a multidisciplinary team. The new service system had these positive results: 1) No incidence of self-harm or death from inability to access services during psychological crises; 2) waiting time for a psychiatric appointment decreased from 90 to 18 days; 3) waiting time for appointments with clinical psychologists and psychiatric nurses decreased from 20 to 5 days; and 4) 95.78% of service recipients were satisfied with LINE Official Account service.

Conclusion: Developing service systems technologically into work to digitally transform services allows recipients convenient access. In addition, staff have learned to develop the service system with sustainably positive performance results.