提升護理人員關懷行為執行率

本專案旨在提升護理人員關懷行為執行率，專案期間自2015年5月18日至2015年9月18日，經現況分析發現護理人員關懷行為執行率為85.1%，故進一步分析發現問題如下：一、關懷行為認知不足；二、未維護病房安寧；三、缺乏關懷溝通照護應對訓練；四、缺乏推動關懷氣氛的策略；五、缺乏關懷行為在職教育訓練；六、缺乏關懷行為監控指標。介入解決方案包括：設計「關懷行為創意標語」、制定「關懷行為應對守則」、「護理人員關懷行為檢查表」、製作「關懷Easy go」示範短片、「病房寧靜標示牌」、舉辦「關懷模範角色」遴選、規劃「關懷反思」學習活動等應用。結果顯示護理人員關懷行為執行率由85.1%進步到93.5%，故專案設計可促進護理人員關懷行為的執行率，亦為推行落實關懷的護理本質之參考，期望藉由「提升護理人員關懷行為專案」，改善護理人員對病人之關懷行為，能即時滿足病人及家屬需求，俾使提升外部顧客的滿意度及照護品質，提供相關醫療單位作參考。

關鍵字

護理人員；關懷行為

並列摘要

This project aims to enhance the implementation rate of nurse caring behaviors; the duration of it is from May 18, 2015 to September 18, 2015. According to the patients' feedback in the mailbox of the president, we have found common complaints of patients to the nursing service include: insufficiency of care and concern, poor communication skills, lack of respect of privacy, lack of professional skills, and insufficient problem evaluating and handling skill. All of these show that the nurse caring level still has room for improvement and motivate us to improve it. By analyzing the current situation, we have found that the implementation rate of nurse caring behaviors is 85.1%. Therefore, we analyzed further and found that there were problems as the following: (1) lack of understanding of caring behaviors, (2) ward did not maintain peace and tranquility, (3) lack of caring communication and interaction training, (4) lack of strategy in promotion of caring atmosphere, (5) lack of on-the-job educational training in caring behaviors, (6) lack of monitoring indicator of caring behaviors. Interventional solutions included designing ＂creative slogan of caring behaviors＂, establishing ＂rules of caring behavioral interaction＂ as well as ＂checklist of nurse caring behaviors＂, making tutorial video of ＂Caring Easy Go＂ and signs of ＂Keep Quiet in the Ward＂, holding ＂model of caring selection＂, planning learning activity of ＂self-examination in caring behaviors＂. The results show that the implementation rate of nurse caring behaviors has reached 93.5% from 85.1%. In other words, the achievement of this project indicates that the implementation rate of nurse caring behaviors could be encouraged and it could also be reference of the essence of nursing which carried out the practices of caring. We look forward to improving caring behaviors by this project, which could promptly satisfaction level of patients and their family members as well as enhance nurse caring behaviors to patients. To improve satisfaction level and the quality of caring behaviors, this abstract is provided as a reference to medical organizations.

並列關鍵字

nurses ； caring behavior

參考文獻

台灣護理教育評鑑委員會(2011，2 月)．台灣護理教育評鑑手冊．取自http://www.heeact.edu.tw/ct.asp?xItem=1086& CtNode=355&mp=1 [Taiwan Nursing Accreditation Council(2011, February). Nursing Education Evaluation Manual of Taiwan. Available http://www.heeact.edu.tw/ct.asp?xItem=1086&CtNode=355&mp=1]