提升家屬對新生兒入院護理之滿意度

Improving Family Satisfaction with Nursing Care of Newborns upon Admission

10.6740/NTUHJN.202401_20(1).0016

陳怡婷(Yi-Ting Chen)；李怡嬅(Yi-Hua Lee)；張雅琇(Ya-Hsiu Chang)

入院護理 ； 護理指導 ； 滿意度 ； Nursing care on admission ； nursing guidance ； satisfaction

臺大護理雜誌

20卷1期（2024 / 01 / 01）

182 - 195

繁體中文;英文

背景：入院過程中所面對的人、事、物感受是影響入院滿意度的主要因素，2020年下半年單位滿意度調查「護理照護」項目低於全院平均值為3.73分（滿分為5分），調查滿意度偏低原因為對入院護理衛教內容無法吸收、同意書繁多不知道填寫方式，經現況分析發現與護理師護理指導不完整、口頭說明未發單張相關。本專案旨在提升家屬對新生兒入院護理之滿意度，專案執行時間為2021年3月15日至6月20日。目的：提升家屬對新生兒入院護理之滿意度達4.5分以上與護理師執行新生兒入院護理之完整率至90%。解決方案：制定新生兒入院護理評核、舉辦在職教育、製作入院護理多媒體影片及篩檢、檢查與疫苗說明海報、同意書填寫範本等措施。結果：經執行後入院護理完整率由79.2%提升至99.3%，藉由入院護理完整率的提升，新生兒入院護理滿意度亦由3.93分提升至4.67分。結論：透過制訂新生兒入院護理評核以及多媒體教材的製作，能提升入院護理完整率並提升學習者的成效及滿意度。

Background: The experiences encountered during the admission process, including the people, events, and objects involved, are major factors influencing satisfaction with the admission process. In the second half of 2020, the average score of satisfaction survey results for the "nursing care" category in the unit was 3.73 which was lower than the hospital's average. The reasons for low satisfaction were the inability to understand the content of nursing education regarding admission and confusion regarding the completion of numerous consent forms. The current analysis revealed that incomplete nursing guidance and a lack of written instructions were contributing factors. This study aims to enhance family satisfaction with the nursing care during admission of newborns between March 15 and June 20, 2021. Objective: To improve families' satisfaction with nursing care during admission of newborns to an average score of 4.5 or above, and to improve nurses' completeness rate to 90%. Solution: Develop an assessment tool for nursing care during admission of newborns; provide on-the-job education; create multimedia videos and posters for admission screening, examination, and vaccine explanations; and prepare templates for consent form completion. Results: After the implementation, the completeness rate of nursing care upon admission increased from 79.2% to 99.3%. As a result of the improvement in the completeness rate, family satisfaction with nursing care upon admission increased from a score of 3.93 to 4.67. Conclusion: Developing an assessment tool for nursing care on newborn admission and creating multimedia materials can enhance family satisfaction.