提升婦產科病房入院護理滿意度

Improvement of Satisfaction Level of Admission Care in Obstetrics and Gynecology Ward

林小絹(Lin, Hsiao-Chuan) ； 李威青(Lee, Wei-Ching) ； 張志明(Chang, Chih-Ming)

《健康與建築雜誌》 4卷1期 (2017/02) Pp. 51-59

https://doi.org/10.6299/JHA.2017.4.1.R6.51

摘要

背景：入院護理目的在增加新病人對醫院環境的熟悉以減輕病人的焦慮，然而護理人員臨床工作量大且繁雜，且口述護理指導內容不一致，造成入院護理完整率及滿意度低，將影響與病人或家屬治療關係建立。目的：本專案旨在提升婦產科病房入院護理滿意度及完整率。方法：收集105 位新入院病人對入院護理之內容滿意度為3.9 分，等待入院護理時間之滿意度為3.8 分，護理人員執行入院護理完整率僅65.56%。故提出解決方法，包括製作輔助工具(環境介紹光碟、病房平面圖與物品操作說明、入院護理指導衛教本)，建構入院護理流程及環境介紹動線，進行在職教育。結果：經由措施介入，入院護理之內容滿意度為3.9 分提升至4.4 分，等待入院護理時間之滿意度為3.8分提升至4.6 分，入院護理完整性由65.56% 提升至99.72%，平均等待時間由42 分鐘降低為16分鐘，執行入院護理時間由29.3 分鐘降低為21.8 分鐘，護理人員超時下班頻率下降為6.7%。結論/實務應用：本專案在護理人員執行入院護理完整性及滿意度方面確實有顯著的成效。

關鍵字

入院護理 ； 滿意度 ； 環境介紹

並列摘要

Background: The purpose of admission care is to increase new patients' familarity with hospital environment to reduce their anxiety. However, the clinical workload of nursing personnel is heavy and complicated. In addition, the inconsistency in verbal nursing instruction content will lead to low admission care completion rate and satisfaction level, which will affect the development of therapeutic relationship with patients or family members. Purposes: The purpose of this project is to improve the admission care and completion rate of wards at the Division of Obstetrics and Gynecology. Methods: This study enrolled 105 new patients as the subjects, and found that their level of satisfaction with admission care content was 3.9 points. Their level of satisfaction with waiting time for admission care was 3.8 points. Nurses' completion rate of admission nursing was merely 65.56%. In order to address these issues, this project proposed solutions, including the producing assistive materials (facility introduction CD, ward floor plan, instructions on operation of items, and health education manual for admission care instruction), developing admission care procedures and facility introduction flow, and implementing in-service education. Results: After the intervention measure, the level of satisfaction with admission care increased from 3.9 points to 4.4 points, and with waiting time for admission care increased from 3.8 points to 4.6 points. The completion rate of admission care increased from 65.56% to 99.72%. The average waiting time decreased from 42 minutes to 16 minutes. The duration of implementation of admission care decreased from 29.3 minutes to 21.8 minutes. The overtime rate of nursing personnel decreased by 6.7%. Conclusions/Implications for Practice: The implementation of this project had a significant effect on completion rate by nursing personnel and satisfaction level with implementation of admission care.

並列關鍵字

admission care ； satisfaction level ； environment introduction