提昇加護病房病患及家屬對醫師解釋介入性檢查之滿意度專案

Improving the Satisfaction of the Patients and their Families to the Explanation by Doctors on Invasive Interventions

10.6142/VGHN.24.4.383

何崇萍(Chung-Ping He)；余幸澄(Hsing-Cheng Yu)；蘇湘茹(Hsiang-Ju Su)；林怡君(Yi-Chun Lin)；高佳霙(Jia-Ying Gau)

加護病房 ； 介入性檢查 ； 滿意度 ； invasive intervention ； satisfaction

榮總護理

24卷4期（2007 / 12 / 01）

383 - 390

繁體中文

本專案旨在提昇病患及家屬對醫師解釋介入性檢查之滿意度。加護病房醫護人員經常面對處理危急病患，介入性檢查的醫療行為具有極高的複雜性，除了注意服務技術外亦需重視醫病溝通之關係。以往本加護病房醫師多經由口述解釋，但在繁忙的診療過程中，解釋內容未盡完整。在滿意度問卷調查中顯示總滿意度低，只有43.1%；導致滿意度低的原因有：缺乏教具、討論時間不足、環境易受干擾、未給予發問機會等問題。透過此專案的實施製作衛教單張、海報、錄製衛教光碟、設置會議室舉辦醫病座談會，減少外界干擾、以教具輔助說明，並引導發問，安排充分的討論時間等措施。實施後總滿意度由43.1%提昇至92%，目標達成率132.5%，進步率為113.5%，因此將此專案列為病房標準常規，持續推展以病人為中心，提供高品質的醫療服務。

The purpose of this project was to promote the satisfaction of the patients and families in the explanation by doctors on invasive interventions. Formerly the doctors in our Intensive Care Unit (ICU) explained the invasive procedures to patients and families orally, however the explanations were always incomplete due to their heavy workload. The results of questionnaires revealed lack of teaching aid, insufficient time for discussion, easily disturbed environment and no time to ask questions as the major reasons for dissatisfaction. We provided teaching materials, posters, videos and an isolated space in this project. With this design, the satisfaction rate was increased from 43. 1% to 92%. The goal achieved rate was 132.5%, with the rate of improvement being 113.5%. Finally we included this design in our standard book to provide high quality medical services.