感動服務運用於兒科病房出院衛教之成效

The Effect of Taking an Affectionate Approach to Discharge Education in the Pediatric Ward

王美瑩(Mei-Ying Wang) ； 黃子純(Tzu-Chun Huang) ； 林怡攸(Yi-Yu Lin)

《護理雜誌》 62卷3期附冊 (2015/06) Pp. 58-64

https://doi.org/10.6224/JN.62.3S.58

摘要

背景　2013年1至3月病童住院期間護理人員出院衛教執行率僅36.7%，且家屬對護理人員出院衛教滿意度僅47.1%，經現況分析發現主要問題為：缺乏標準作業流程、護理指導不一致、衛教工具不易瞭解以及主要照顧者無法有效學習所致。目的　本專案旨在將感動服務運用於兒科病房提升出院衛教之成效，使病童及家屬在住院中甚至是出院後都能感受到貼心的照護與服務。解決方案　藉由加強宣導、制定稽核制度、制定標準化流程、製作「感動服務卡」、「寶貝住院貼心手冊」、運用合適照顧者衛教方式及教材等各項措施介入。結果　專案措施介入後出院衛教執行率提升至100%，滿意度也提升至99.4%，顯示兒科病房出院衛教的品質及專案措施獲得良好成效。結論　本感動服務已納入病童出院標準流程，藉此可提升護理人員服務態度以及病童家屬滿意度，並彰顯醫院及護理人員的優質形象。

關鍵字

感動服務 ； 兒科病房 ； 出院衛教

並列摘要

Background & Problems: From January to March 2013, only 36.7% of pediatric patients in our hospital were given health education by nurses and only 47.1% of patient families indicated feeling ＂good＂ about the health education that they had received. After analyzing the situation, we identified the following key issues: (1) Lack of an SOP; (2) Inconsistent nursing guidelines; (3) Difficulties in comprehending health education tools; and (4) Poor caregiver adoption of TPN skills. Purpose: Our aim was to apply ＂impressive service＂ at our pediatric department to improve the effect of post-discharge health education in order to enhance the quality of care received by patients and their families. Resolutions: A variety of measures were implemented to improve the satisfaction rate of post-discharge health education. These measures included: reinforcing advocacy during hospitalization, developing an SOP on health education and an auditing system, manufacturing an ＂Impressive Service Card＂ and a ＂Pamphlet for hospitalized children＂, and employing a health education method and leaflets that were beneficial to the caregiver. Results: The result of our practice increased the rate of health education to 100% and a rate of satisfaction of 99.4%. These significant improvements indicate that the ＂Impressive Service＂ program may be an effective strategy to improve the quality and effectiveness of post-discharge health education. Conclusions: This program was implemented as part of standard discharge procedures as a strategy to improve the attitudes of nursing staff, to enhance the satisfaction of pediatric patients and their family members, and the enhance the image of our hospital and nursing personnel.

並列關鍵字

touching service ； pediatric ward ； discharge education

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