- 期刊
提高加護病房家屬對治療計劃及病情說明滿意度方案
Improving the Satisfaction in Doctor-Patient Communication within an Intensive Care Unit
摘要
醫療環境的急劇蛻變使得醫療市場如服務與製造業邁入全面品質管理(Total Quality Management, TQM)時代，除了注重服務的技術外亦重視醫病關係，強調「全面顧客滿意」。本方案目的希望改善加護病房醫護人員對病患及家屬病情說明及治療計劃之溝通，進而提昇家屬之滿意度。方案內容主要針對醫院政策、病房醫護人員、病房環境及設備等影響因素設計介入措施，執行期爲民國92年6月至月，評值期爲民國92年9月至93年3月。介入措施有效提高家屬之滿意度，由實施前4.17分提高至4.41分，目標達成率114%，進步率5.7%；並將醫護人員與家屬病情說明及治療計劃溝通列爲病房標準常規，以減少醫療糾紛發生，確保醫療品質，可供其他加護病房參考。
並列摘要
Like the service and manufacturing industries, rapid changes in the medical service environment have driven this market into an era of TQM (Total Quality Management). In addition to the service skills, by emphasizing the importance of physician-patient relationship, one can reach a point of ”Total Customer Satisfaction”. The purpose of this project is to raise the satisfaction rates of the families by offering a better explanation/communication of the treatment plan. The project was conducted between June, 2003 and August, 2003, by implementing the intervening methods according to the possible influencing factors, such as the hospital's administration policies, physicians/nurses' attitude, and the ward environment and facilities. The project was evaluated between September, 2003, and March, 2004. By introducing the planed intervention methods of this project, the families' satisfaction rates rose from 4.17 to 4.41 (goal reaching rates-114%). We also made it a routine work in the explanation and communication of the treatment plan to the patients' family in our practice.
被引用紀錄
延伸閱讀
- 白玉珠、陳怡礽、陳姿伶（2003）。提昇某加護中心病人及家屬對護理指導之滿意度。榮總護理，20(2)，200-210。https://doi.org/10.6142/VGHN.20.2.200
- 陳曉玲、戴秀珍、林欣怡、周郁文、張純純、蔡麗紅（2014）。提升加護病房護理人員交班滿意度之改善專案。澄清醫護管理雜誌，10(3)，62-72。https://www.airitilibrary.com/Article/Detail?DocID=18136702-201407-201407080019-201407080019-62-72
- 黃紀諺、連如玉、劉翠婷、林美玲（2009）。加護病房護理指導課程滿意度改善專案。志為護理-慈濟護理雜誌，8(3)，81-90。https://doi.org/10.6974/TCNJ.200906.0081
- 謝慧珊、洪玉婷、任育琪、羅雅馨（2023）。提升內科加護病房護理人員跨單位支援滿意度之改善專案。領導護理，24(1)，158-174。https://doi.org/10.29494/LN.202303_24(1).0012
- Sheu, C. C., Tsai, J. R., Hung, J. Y., Yang, C. J., Hung, H. C., Chong, I. W., Huang, M. S., & Hwang, J. J. (2007). Admission Time and Outcomes of Patients in a Medical Intensive Care Unit. The Kaohsiung Journal of Medical Sciences, 23(8), 395-404. https://www.airitilibrary.com/Article/Detail?DocID=02575655-200708-23-8-395-404-a