提高加護病房家屬對治療計劃及病情說明滿意度方案

Improving the Satisfaction in Doctor-Patient Communication within an Intensive Care Unit

10.6142/VGHN.22.2.149

石燕菁(Yen-Ching Shih)；劉柏卿(Po-Ching Liu)；張麗銀(Li-Yin Chang)；吳杰亮(Cheih-Liang Wu)；張瓊如(Chiung-Ru Chang)；侯淑芩(Shu-Chin Hou)；陳美婉(May-Wan Chen)

加護病房 ； 醫病溝通 ； 滿意度 ； intensive care unit ； doctor-patient communication ； satisfaction

榮總護理

22卷2期（2005 / 06 / 01）

149 - 158

繁體中文

醫療環境的急劇蛻變使得醫療市場如服務與製造業邁入全面品質管理(Total Quality Management, TQM)時代，除了注重服務的技術外亦重視醫病關係，強調「全面顧客滿意」。本方案目的希望改善加護病房醫護人員對病患及家屬病情說明及治療計劃之溝通，進而提昇家屬之滿意度。方案內容主要針對醫院政策、病房醫護人員、病房環境及設備等影響因素設計介入措施，執行期爲民國92年6月至月，評值期爲民國92年9月至93年3月。介入措施有效提高家屬之滿意度，由實施前4.17分提高至4.41分，目標達成率114%，進步率5.7%；並將醫護人員與家屬病情說明及治療計劃溝通列爲病房標準常規，以減少醫療糾紛發生，確保醫療品質，可供其他加護病房參考。

Like the service and manufacturing industries, rapid changes in the medical service environment have driven this market into an era of TQM (Total Quality Management). In addition to the service skills, by emphasizing the importance of physician-patient relationship, one can reach a point of ”Total Customer Satisfaction”. The purpose of this project is to raise the satisfaction rates of the families by offering a better explanation/communication of the treatment plan. The project was conducted between June, 2003 and August, 2003, by implementing the intervening methods according to the possible influencing factors, such as the hospital's administration policies, physicians/nurses' attitude, and the ward environment and facilities. The project was evaluated between September, 2003, and March, 2004. By introducing the planed intervention methods of this project, the families' satisfaction rates rose from 4.17 to 4.41 (goal reaching rates-114%). We also made it a routine work in the explanation and communication of the treatment plan to the patients' family in our practice.

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