提升兵役體檢服務滿意度之改善專案

Project to Improve Satisfaction in the Conscription Physical Examinations Service

10.6224/JN.202110_68(5).09

陳秀姬(Hsiu-Chi CHEN)；賴意雯(Yi-Wen LAI)；吳靖云(Ching-Yun WU)；周佩君(Pei-Chun CHOU)

兵役體檢 ； 醫療服務 ； 滿意度 ； conscription physical examinations ； medical services ； satisfaction

護理雜誌

68卷5期（2021 / 10 / 01）

65 - 73

繁體中文

背景：因為兵役體檢服務滿意度下降至69.3%，考量兵役體檢服務品質及疫情威脅，關心體檢過程中役男之安全社交距離的重要性，故引發改善之動機。目的：本專案旨在提升兵役體檢服務滿意度，以提供優質醫療服務。解決方案：經成立專案小組分析後，發現問題為：動線設計不佳、分站間密集造成排隊人潮、更改兵檢日期流程繁瑣、役男與院內就醫病人接觸、教育訓練不足。經搜尋文獻及小組討論後，以設計整體不交叉動線、役男分艙分流受檢、資訊系統簡化流程、變更體檢場地、規劃教育訓練等解決方法，來提升兵役體檢服務滿意度。結果：專案執行後服務滿意度由69.3%提升到90.3%。結論：建議未來每年依服務滿意度結果重新檢視兵役檢查流程使其更順暢，以提供更優質醫療服務品質。

Background & Problems: In response to a decrease in satisfaction to 69.3%, we resolved to optimize the process of conducting conscription physical examinations. After an investigatory panel conducted an analysis, the following problems were identified. Firstly, the poorly designed route lead to dense queues between exam stations. Secondly, the procedures for changing the dates of conscription physical examinations were cumbersome. Lastly, unexpected contacts between examinees and the patients in the hospital occurred from time to time, which increases the risk of cross infection. Purpose: This project was developed to improve the level of satisfaction in conscription physical examinations and increase the quality of medical services provided. Resolution: After brainstorming and reviewing the related literature, we identified several actions to address and resolve the problems. We adopted non-crossing lines, divided the servicemen's cabins for inspection, simplified the information system process, relocated the physical examination venue, and planned education and training. Results: Satisfaction with the examination process increased from 69.3% to 90.3%. Conclusion: A survey-based review of the conscription physical examination process should be conducted annually to ensure the procedures are as smooth as possible and to improve the quality of medical services provided.

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