運用PDCA循環提升長期照護機構住民用餐滿意度

目的：長期照護機構為年長者住民居多，為顧及其不易咀嚼的特性，三餐飲食多為固定餐點，且以軟食為主，住民飲食選擇受限。本專案為運用PDCA（Plan-Do-Check-Action）循環品質管理於供餐服務，以提升長期照護機構住民之用餐滿意度。方法：經PDCA循環專案改善計畫，實施新版快樂餐。本研究以長期照護機構住民為研究對象，經問卷調查進行資料蒐集，以瞭解長期照護機構住民用餐滿意度，總計有效問卷為435份，問卷結果以獨立樣本t檢定分析。結果：自2013年1月實施後護理之家住民用餐滿意度與去年相比較，整體滿意度由4.1分提升至4.4分，滿意度成長6.8%。結論：快樂套餐主要意義為提升餐點豐富與營養性，透過選擇餐點的權利滿足住民自由選擇的期待，經PDCA循環目標管理循環落實後的結果，確實提升住民飲食的用餐滿意度。

關鍵字

長期照護；住民餐點； PDCA循環

並列摘要

Objectives: The majority of residents at long-term care facilities are elderly men. The meal provided at long-term care facilities mainly consists of soft food with limited choices. The purpose of this project was to bring a PDCA cycle practice into dietary service to increase residents' dietary satisfaction. Methods: We incorporated the PDCA cycle method into a new version of Happy Meals. The participants in this study were the residents at a long-term care facility. A questionnaire was distributed to understand dietary satisfaction. There were 435 valid questionnaires. The data were analyzed with a t-test for independent samples. Results: After implementation of the PDCA, the residents' overall satisfaction increased from 4.1 points in 2012 to 4.4 points in 2013, an increase of 6.8%. Conclusion: The main purpose of Happy Meals is to enrich variety and nutrition. Happy meals satisfied the residents' expectations of food preferences through optional dishes. After using the PDCA cycle, residents' satisfaction was significantly improved.