某地區醫院家庭暴力個案就醫流程再造之專案

Improving Procedures for Treating Domestic Violence Victims in a Local Hospital

黃雅芬(Ya-Fen Huang) ； 周貴蘭(Kuei-Lan Chou) ； 陳佩詩(Pei-Shih Chen) ； 陳淑華(Shu-Hwa Chen)

《護理雜誌》 52卷3期 (2005/06) Pp. 39-46

https://doi.org/10.6224/JN.52.3.39

摘要

本專案旨在改善某地區醫院處理家庭暴力個案就醫的問題缺失，讓醫護人員了解在家庭暴力防治過程中所應扮演的角色，並提升相關認知，使家庭暴力個案能得到安全且有尊嚴的醫療服務。經過資料收集及分析，顯示醫護人員對家庭暴力的認知觀念有偏差、醫師開立診斷書內容不完善、未設立標準規範供人員遵循，及缺乏安全與隱密性的環境。藉著本改善方案，設立單一窗口、安全環境規劃、制定家庭暴力個案驗傷診療處理流程、使用家庭暴力事件驗傷專用診斷書及人員在職教育。經介入方案執行後，確實使護理人員對其認知由原58%提昇至97%，且透過流程改善使個案滿意度由原55%提昇85%，期望藉由專案促使個案早日走出家庭暴力的陰影，身心得到完善的醫療照護，以提升醫院的服務品質及護理專業形象。

關鍵字

家庭暴力 ； 醫療服務 ； 滿意度

並列摘要

The aim of this project was to improve the handling of cases of domestic violence by a local hospital. Through the project, medical personnels may gain an improved understanding of this problem and increase their ability and knowledge in relation to domestic violence. The hope was to provide professional medical services while protecting the personal privacy of the patients who needed to be helped. Our previous observations had led us to note that there was inadequate recognition of domestic violence, inadequate keeping of medical records, no standardized working protocol and an environment that was not sufficiently secure and safe for victims of domestic violence. During the project, several improvements were made, including the setting up of a one-stop service counter, a standard working protocol, a design for a safer environment and advanced training for medical personnel dealing with cases of domestic violence, and the creation of a special form of medical document for domestic violence. The results showed improved understanding of the problem among nursing staff, from an initial 58% to 97%. The satisfaction rate among patients was also elevated, from 55% to 85%. Thus with this project, we hope to help victims of domestic violence to banish their unpleasant memories early on, to obtain proper medical care both physically and psychologically, and finally to benefit from an improved quality of service provided by a local hospital, the professional image of whose nursing stuff has also been enhanced.

並列關鍵字

domestic violence ； medical service ； satisfaction