縮短門診化療病人等候時間之改善方案

An Improvement Program to Shorten the Patients' Waiting Time While Receiving Chemotherapy at Outpatient Clinics

李淑慧(Shu-Hui Lee) ； 高玉鳳(Yu-Feng Kao) ； 楊馨怡(Hsin-Yi Yang) ； 郭怡君(Ye-Chun Kuo)

《腫瘤護理雜誌》 14卷1期 (2014/06) Pp. 49-62

https://doi.org/10.3966/168395442014061401005

摘要

過長的等待時間對醫療服務品質具負向傷害。現況化療室病人等待化學治療時間高達98.2分鐘，專案小組分析造成病人等待的原因包括化療業務量逐年增加且處方複雜度增加、處置時間延長，護理人員無法服務足量病人，床位動用率僅80%；同時段開診數多，導致多位病人同時報到，無法有床位服務同時報到的病人；護理師平均每日花費49.8分鐘處理化療異常處方。確認執行解決方案：1.增加及調整護理人力班別；2.施行化療醫囑模組化開方作業；3.依據處置項目調整治療區。經方案實施後，達到床位動用率能達到100%，門診化療室人等待化學治療時間降至28.3分鐘，達專案提升服務品質目的。

關鍵字

門診化學治療室 ； 等待時間 ； 等待理論

並列摘要

Excessively long waiting time for the chemotherapy patientshas a negative impact on the quality of medical service. The patients have to wait for chemotherapy for more than one hour and thirty eight minutes at the therapy room. According to the analysis by the ad hoc group, the reasons of long waiting include the increase in number of patients receiving chemotherapy year by year, increased complexity of prescription, prolonged treatment time, insufficient nursing personnels to serve the increasedt number of patients, the capacity of the bed utilization only offered 80%, increased number of outpatient clinics leading to more patients' registration for chemotherapy concurrently, lack of sufficient beds for patients' chemotherapy at the same time, and the fact that nurse practitioners have to spend an average of 49.8 minutes per day to deal with the unusual prescriptions of chemotherapy The solutions identified to be implemented are as the following: (1) to increase nursing manpower and to adjust the work shifts; (2) to implement the standardized chemotherapy prescriptions; (3) to adjust the treatment area according to the treatment items. After the improvement program was implemented, the capacity of the bed utilization rate reached to 100%. The patients' waiting time for receiving chemotherapy was decreased to 28.3 minutes at outpatient clinics, and the program could improve the quality of the medical service.

並列關鍵字

Outpatient chemotherapy unit ； Waiting time ； Queuing theory