- 期刊
提昇急診病人轉送檢查護理交班之滿意度方案
Enhancing the Satisfaction of the Nursing Handover of Emergency Patients
摘要
目的：急診病人病情嚴重度高且未確定性高，檢查之時效性和正確性極為重要。而護理人員交班正確性及完整性是影響檢查品質之主要關鍵之一。本專案為建立病人轉送到檢查單位之標準交班作業流程，並瞭解改善之程度。方法：本專案樣本為某一醫學中心急診室，2007年平均每日急診為225人。依檢查單位抱怨分析並由跨醫療單位專業人員成立專案小組，系統性檢討並建構交班檢查表和滿意度調查表。專案分三期，期間為2007年6月到2008年4月。結果：專案實施後，交班完整性由實施前之61%提高至83%（820/988位病人）；檢查單位技術員對急診護理交班滿意度由55%提升至88%。結論：本改善專案提高交班完整性，並改善檢查單位技術員滿意度。本專案不僅提高單位間之合作，進而提昇急診服務品質；未來可將此方法推展至其他工作單位。
並列摘要
Objectives: Because Emergency Room (ER) patients often present with complex conditions, the efficiency and accuracy of examinations are critical for appropriate treatment. The accuracy and comprehensiveness of nursing handover are key elements in the quality of examination. This paper aimed to establish standardized operating procedures for nursing handover and to determine its impact on improving that handover and the satisfaction of exam unit technicians with that handover.Methods: The study was conducted in one medical center ER. On average, this emergency department had 225 visits each day in 2007. Complaints about exam units were collected by the emergency team. A multi-professional team was organized to review these complaints, establish nursing handover criteria, and develop a satisfaction survey questionnaire. The project was divided into three periods and was conducted from June, 2007 to April, 2008.Results: After implementation of the project, the comprehensiveness of nursing handover increased from 61% to 83% (820/988 patients); and exam unit technicians perceived an increase of satisfaction with nursing handover from 55% to 88%.Conclusions: The quality enhancement project improved the comprehensiveness of nursing handover and satisfaction with that handover. The project not only enhanced cooperation between medical units, but also improved the overall quality of emergency care. We suggest that this method be extended to other units in the hospital.