感動服務運用於兒科病房出院衛教之成效

The Effect of Taking an Affectionate Approach to Discharge Education in the Pediatric Ward

10.6224/JN.62.3S.58

王美瑩(Mei-Ying Wang)；黃子純(Tzu-Chun Huang)；林怡攸(Yi-Yu Lin)

感動服務 ； 兒科病房 ； 出院衛教 ； touching service ； pediatric ward ； discharge education

護理雜誌

62卷3期附冊（2015 / 06 / 01）

58 - 64

繁體中文

背景　2013年1至3月病童住院期間護理人員出院衛教執行率僅36.7%，且家屬對護理人員出院衛教滿意度僅47.1%，經現況分析發現主要問題為：缺乏標準作業流程、護理指導不一致、衛教工具不易瞭解以及主要照顧者無法有效學習所致。目的　本專案旨在將感動服務運用於兒科病房提升出院衛教之成效，使病童及家屬在住院中甚至是出院後都能感受到貼心的照護與服務。解決方案　藉由加強宣導、制定稽核制度、制定標準化流程、製作「感動服務卡」、「寶貝住院貼心手冊」、運用合適照顧者衛教方式及教材等各項措施介入。結果　專案措施介入後出院衛教執行率提升至100%，滿意度也提升至99.4%，顯示兒科病房出院衛教的品質及專案措施獲得良好成效。結論　本感動服務已納入病童出院標準流程，藉此可提升護理人員服務態度以及病童家屬滿意度，並彰顯醫院及護理人員的優質形象。

Background & Problems: From January to March 2013, only 36.7% of pediatric patients in our hospital were given health education by nurses and only 47.1% of patient families indicated feeling ＂good＂ about the health education that they had received. After analyzing the situation, we identified the following key issues: (1) Lack of an SOP; (2) Inconsistent nursing guidelines; (3) Difficulties in comprehending health education tools; and (4) Poor caregiver adoption of TPN skills. Purpose: Our aim was to apply ＂impressive service＂ at our pediatric department to improve the effect of post-discharge health education in order to enhance the quality of care received by patients and their families. Resolutions: A variety of measures were implemented to improve the satisfaction rate of post-discharge health education. These measures included: reinforcing advocacy during hospitalization, developing an SOP on health education and an auditing system, manufacturing an ＂Impressive Service Card＂ and a ＂Pamphlet for hospitalized children＂, and employing a health education method and leaflets that were beneficial to the caregiver. Results: The result of our practice increased the rate of health education to 100% and a rate of satisfaction of 99.4%. These significant improvements indicate that the ＂Impressive Service＂ program may be an effective strategy to improve the quality and effectiveness of post-discharge health education. Conclusions: This program was implemented as part of standard discharge procedures as a strategy to improve the attitudes of nursing staff, to enhance the satisfaction of pediatric patients and their family members, and the enhance the image of our hospital and nursing personnel.

1. 陳怡靜, I. C.,胡學誠, S. C.(2011)。從服務接觸探究病患對國內醫療院所之滿意度。顧客滿意學刊，7(2)，259-279。
   連結：
2. Arbore, A.,Busacca, B.(2009).Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances.Journal of Retailing and Consumer Services,16(4),271-280.
3. Levine, C.(2011).Supporting family caregivers: The hospital nurse’s assessment of family caregiver needs.AJN: American Journal of Nursing,111(10),47-51.
4. Norris, B.,Currie, L.,Lecko, C.(2012).The importance of applying human factors to nursing practice.Nursing Standard,26(32),36-40.
5. Singson, K.,Murphy, S.,Merrill, K. C.(2011).Nurses’ knowledge and compliance to catheter associated urinary tract infection prevention bundle: A baseline survey.American Journal of Infection Control,39(5),E170.
6. 吳祥鳳, H. F.,于漱, S.,藍雅慧, Y. H.,唐福瑩, F. I.(2012)。給藥錯誤事件綜論—急診室、加護中心、兒科病房。護理雜誌，59(2)，93-98。
7. 李佳晏, C. Y.,高玉玲, Y. L.(2014)。改善兒童住院病床安全之專案。源遠護理，8(1)，36-45。
8. 洪美雲, M. Y.,陳涵玲, H. L.,蔡艷雯, Y. W.,蔣玉滿, Y. M.,楊麗慧, L. H.(2011)。提升肝臟移植門診病人服藥正確率。長庚護理，22(3)，370-380。
9. 孫郁菁, Y. C.,李秋香, C. H.,蔡淑美, S. M.,劉玉萍, Y. P.(2011)。提昇護理人員執行住院病患口服給藥衛教完整率。中山醫學雜誌，22(2)，263-275。
10. 陳玉萍, Y. P.,曾振淦, C. K.,洪志宏, J. H.,曾雁明, N. M.(2011)。醫院服務品質與顧客價值對於癌患滿意度的關係探討。放射治療與腫瘤學，18(4)，287-297。
11. 馮蕙麗, H. L.,蔡寶慧, P. H.,劉淑霞, S. H.,湛智惠, C. H.,駱淑惠, S. H.(2013)。提升嬰幼兒家屬對預防接種滿意度。志為護理—慈濟護理雜誌，12(4)，79-90。
12. 詹靜惠, C. H.,孫海倫, H. L.,呂克桓, K. H.,陳素珍, S. J.,柯玲暖, L. N.(2011)。運用健康信念模式探討鼻竇炎病童主要照顧者之照護行為。中山醫學雜誌，22(2)，175-186。
13. 滕安娜, A. N.(2010)。感動服務。志為護理—慈濟護理雜誌，9(6)，58-59。
14. 蔡淑美, S. M.,李淑桂, S. K.,洪郁雯, Y. W.,蔡婉蓉, W. J.(2011)。提昇護理人員執行鼻胃管留置病患相關衛教完整率。中山醫學雜誌，22(1)，129-139。

1. 韓慧美,鄭佩如,李安琪,王淑敏(2021)。提昇眼科手術病人出院護理指導完整率之改善專案。志為護理-慈濟護理雜誌，20(2)，87-98。
2. 謝春蘭,曾聖倫,陳麗貞,莊明美,王柏予(2020)。提升急診病人出院護理完整性。長庚護理，31(1)，77-89。