透析病人就醫滿意改善專案

A Project to Satisfaction for the Dialysis Patients

劉秀芬(Hsiu-Fen Liu) ； 于普華(Pu-Hua Yu) ； 廖嘉莉(Chia-Li Liao)

《澄清醫護管理雜誌》 1卷3期 (2005/07) Pp. 63-68

https://doi.org/10.30156/CCMJ.200507.0008

摘要

大台中地區現有透析中心約48家，各透析中心間競爭激烈，爲了留住病人莫不傷透腦筋，因此提升病患就醫滿意、避免病人流失，是本透析中心之重要目標。本單位於民國92年8月18日至30日針對本單位長期定期血淮透析病患101人進行專案及改善前問卷調查，並於92年12月8日至20日作專案及改善後問卷調查得知(1)單位安寧滿意由62.4%上升至80.2% (2)洗腎等候時間滿意由64.4%上升至77.2%(3)抽血檢驗得知結果滿意由74.3%上升至87.1%(4)護理人員服務態度及責任感滿意由70.3%上升至91.1%(5)護理人員穿刺（打針）技術滿意由65.4%上升至89.1%(6)衛教適時給予滿意由73.3%上升至82.2%，整體滿意百分比由68.3%上升至84.5%，整體進步率23.7%，顯示本專案執行效益明顯，有效提昇透析病患對本單位及就醫品質之滿意。

關鍵字

透析病患 ； 病人滿意 ； 就醫品質

並列摘要

There are approximately 48 dialysis centers in the Metro Taichung Area. Due to the fierce competition between these dialysis centers, keeping patients has become a top priority for each center. As a result, increasing patient satisfaction and prevention of losing patients have become the important goals of our Dialysis Center. This department performed a satisfaction poll before the implementation of Improvement Project targeting the 101 long-term dialysis patients between August 18, 2003, and August 30, 2003. Another satisfaction poll was performed after the implementation of Improvement Project between December 8, 2003, and December 20, 2003. The conclusions are as follows: (1) Satisfaction level regarding the serenity of our dialysis center increased from 62.4% to 80.2%. (2) Satisfaction level regarding the waiting time increased from 64.4% to 77.2%. (3) Satisfaction level regarding phlebotomy and laboratory results increased from 74.3% to 87.1%. (4) Satisfaction level regarding the attitude and reliability of the nursing staff increased from 70.3% to 91.1%. (5) Satisfaction level regarding the phlebotomy skills of the nursing staff increased from 65.4% to 89.1%. (6) Satisfaction level regarding the health education provided by the nursing staff increased from 73.3% to 82.2%. The satisfaction level regarding all aspects of our dialysis center increased from 68.3% to 84.5%. The rate of improvement as a result of this Improvement Project is 23.7%. The above results demonstrated the effectiveness of the Improvement Project, as this project successfully raised the dialysis patients' satisfaction to our department and to the quality of care received from the nursing staff.

並列關鍵字

dialysis patients ； patient satisfaction ； quality of care