提昇肝臟移植加護病房視訊會客滿意度

移植術後病人抵抗力弱，為避免感染，加護病房肝臟移植病人採視訊會客。本文旨在提昇視訊會客之滿意度。經調查發現，家屬對視訊會客服務滿意度低（73.1%）。分析原因：1.缺乏視訊會客標準作業；2.護理人員執行視訊會客作業不一致；3.視訊環境設備不符所需。專案介入措施：1.修訂符合單位視訊會客標準作業；2.進行護理人員教育訓練；3.製作首次會客介紹DVD光碟；4.改善會客環境設備。結果顯示：護理人員執行視訊會客作業完整性由76.3%提昇為97.0%，家屬對視訊會客服務滿意度由73.1%提昇為89.4%。由以上結果顯示專案介入能提升家屬對肝臟移植病人視訊會客的滿意度。

關鍵字

肝臟移植；視訊會客；滿意度

並列摘要

After the liver transplantation, recipients are immunocompromised. In order to prevent from infectious complications, liver intensive care unit (LICU) adopts the video visiting. This project aims to enhance the satisfaction of a video parlor. The investigation found that family caregivers have less satisfaction rate (about 73.1%) on the video parlor service. The analyses show that: (1) there was no standard operating procedure (SOP) of video visiting; (2) the execution of video visiting from nursing staff was inconsistent; and (3) the equipment of video equipment did not meet the requirements. After discussion, we made modification (1) to revise the SOP of video parlor, (2) to conduct staff training program, (3) to provide multimedia introduction for visitors, and (4) to improve the equipment. After the implementation of the project, the integrity rate of execution of video visiting from nursing staff increased from 76.3% to 97.0% and the video visiting service satisfaction rate of visitors increased from 73.1% to 89.4%. From the result of this study, it is an effective project to enhance the family caregivers satisfaction rate of the liver transplant patient video parlor in LICU.