提升嬰幼兒家屬對預防接種滿意度

Improve Family's Satisfaction with the Childhood Immunization Process

馮蕙麗(Hui-Li Feng) ； 蔡寶慧(Pao-Hui Tsai) ； 劉淑霞(Shu-Hsia Liu) ； 湛智惠(Chih-Hui Chan) ； 駱淑惠(Shu-Hui Lo)

《志為護理-慈濟護理雜誌》 12卷4期 (2013/08) Pp. 79-90

摘要

「以病人為中心」來提高滿意度門診護理人員責無旁貸。本小組服務於兒科門診，預防接種是最常執行且重要之業務，在過程中，家屬敲門詢問排列順序；嬰幼兒哭鬧；家屬擔心疫苗正確性；人員因應對不慎遭投訴致士氣低落，故引發動機。本專案旨在提升門診嬰幼兒家屬對預防接種滿意度，經現況分析，平均滿意度僅87.69%，得分最低到注射室等候接種時間82.16%，其次核對疫苗外觀83.56%、安排順序84.26%、環境84.69%、安撫技巧85.27%、護理指導86.69%。經擬訂改善措施：建立培訓計畫及支援機制、資訊系統增設疫苗外觀及重新製作看板、製作排序盒、布置環境、舉辦「安撫技巧」在職教育及製作疫苗護理指導單張。經實施後，平均滿意度提升至92.94%，達專案目的。

關鍵字

預防接種 ； 滿意度 ； 安撫技巧

並列摘要

Clinic nursing staffs are responsible for raising satisfaction with patient orientation principle. Vaccination is a frequent and vital service in our Pediatric Clinic. However, we found some family's behavior during vaccination process influencing our morale and their satisfaction, including frequent inquiries about queuing order and waiting time, anxious parents caused by crying baby, and repeated questions on injection safety. Thus we aimed to develop a strategy to improve the family's satisfaction with the immunization process. With an average satisfaction score of 87.69%, most family were satisfied about care guidance (86.69%), appease skills (85.27%), environment (84.69%), queuing order (84.26%), vaccine checking (83.56%), and the lowest one, the waiting time (82.16%). Our process improvement plan included (1) establishment of training program and support mechanism; (2) improvement of vaccine information by adding images to our vaccine billboard; (3) reorganization of our queuing order system; (4) decoration of our waiting room; and (5) organization of ”appease skills” education workshop for in-service nurses and the design of ”self-paid vaccination” information leaflet. After implementation of process improvement plan, the average satisfaction score increased to 92.94%, which indicated that our strategy improved family's satisfaction with the immunization process, hence achieving the intended goal.

並列關鍵字

appease skills ； satisfaction ； vaccination