- 期刊
降低急診病人對護理師投訴事件之改善專案
Project to Reduce Complaints from Emergency Patients Against Nurses
摘要
急診室環境緊張且複雜，時刻提供立即且廣泛性的護理需求，本單位病人對護理師投訴事件2019年共10件，在2020年增加為18件，更於2020年第四季投訴事件高達8件，不僅打擊護理師士氣，亦有損醫院形象，本專案目的為降低急診病人對護理師投訴事件，經2020年急診就醫滿意度及投訴事件原因分析，主要原因為缺乏同理心、服務禮儀達成率低、防疫政策異動頻繁及防護裝備隔閡。透過同理心情境模擬遊戲、建構在職教育課程、製作服務禮儀教育影片、建立服務禮儀查核機制、增設麥克風減少防護裝備隔閡，以及成立Facebook社團即時更新防疫政策資訊。專案改善後急診護理師同理心測驗分數平均提升至91.42分，急診護理師服務禮儀改善後達成率為96.22%，以SPSS 22.0版成對樣本t檢定p<.05皆達統計上顯著差異。急診護理師不僅維護病人安全，亦須關懷同理病人需求，讓病人感受急診護理的禮儀與溫度，營造高品質的照護環境。期此專案能提供降低急診病人對護理師投訴事件之參考，提升急診護理師工作士氣，並彰顯急診獨特的護理價值。
並列摘要
The emergency room environment is tense and complex, requiring immediate and comprehensive care at all times. In our unit, the number of patient complaints against nurses increased from 10 to 18 from 2019 to 2020, with eight complaints occurring in the fourth quarter of 2020 alone. The COVID-19 pandemic has exacerbated these problems. This project thus aims to reduce this number of complaints. The causes of complaints in 2020 stemmed from low (1) empathy, (2) adherence to service etiquette, and (3) communication effectiveness (particularly from muffled voices due to protective equipment) and (4) the high frequency of changes in epidemic prevention policies. To address these problems, the project implemented several interventions, including empathy simulation exercises, in-service education courses, service etiquette training videos, a service etiquette review mechanism, the introduction of microphones to reduce communication barriers, and the creation of a Facebook group for real-time updates on epidemic prevention policies. As a result of these interventions, the average empathy score for emergency nurses increased to 91.42 points, and the service etiquette compliance rate improved to 96.22%; these increases were significant according to a paired samples t-test in SPSS (Version 22.0). The project was thus effective in improving the quality of care provided by emergency nurses.