提升入院環境介紹完整率之方案

Standardized Procedure for Orientation of New Patients to the Hospital

羅名明(Ming-Ming Lo) ； 古雪貞(Hsueh-Chen Ku) ； 張德馨(Te-Hsin Chang) ； 田聖芳(Sheng-Fang Tien)

《馬偕護理雜誌》 1卷1期 (2007/01) Pp. 36-45

https://doi.org/10.29415/JMKN.200701_1(1).0006

摘要

本專案目的是為了使病人及家屬熟悉醫院環境，減輕對陌生環境的恐懼與焦慮，提高服務品質。首先利用問卷調查，發現病人對於入院環境介紹方式有48%表示不滿意，其原因是內容不容易記住、更換家屬時無法熟悉環境、護士環境介紹不完整，而病人接受到入院環境介紹的完整率平均得分為65.79 %。護理人員對入院環境介紹方式不滿意的有66.7 %，其原因是忙碌遺忘部分項目、內容太多記不住又缺乏書面資料、環境介紹流程及動線不統一易遺漏或重複，而護理人員對入院環境介紹的完整率平均得分為62.61 %。故提出解決方法，包括製作書面手冊及病房平面圖、制定環境介紹流程並統一動線、進行在職教育。經執行後結果顯示病人接受入院環境介紹完整率由65.79 %提升至93.27 %；病人對入院環境介紹方式的總滿意度也52%提升至100%；護理人員入院環境介紹完整率也62.61 %提升至97.33 %；護理人員對入院環境介紹方式的總滿意度由33.3 %提升至100%，同時護理人員平均花費的時間，由原先的9.6分鐘縮減為4.8分鐘，減少一半的時間；所以有計劃的入院環境介紹確實可提升服務完整性、整體滿意度又省時，故可提供其他欲解決相同問題的病房做為參考。

關鍵字

環境介紹 ； 完整率

並列摘要

Newly admitted patients receive an admission orientation to familiarize them and their families with the hospital environment, decrease their fear and anxiety about the unfamiliar setting, and promote the quality of care. The purpose of this project was to improve this orientation process. An initial questionnaire indicated that only 52% of patients questioned were satisfied with the orientation they received on admission. Reasons for dissatisfaction included difficulty in remembering everything they were told, the absence of family members at the time of orientation, and incompleteness of the orientation given by some nurses. Only two thirds of patients ([number], 65.79%) stated they had received a complete admission orientation. Similarly, only one third ([number] 33.3%) of nurses surveyed were satisfied with the orientation process. Reasons given included being too busy to cover every point; extensive content to be covered without written information as a reminder; and inconsistency in the procedure, which caused some items to be missed and others to be repeated. The nurses reported that a complete orientation was provided only 62.6% of the time. Based on the results of the initial survey, we designed a brochure and floor map for patients and families, established a standard procedure for giving the orientation, and trained the nurses how to do it. After implementation of the standard procedure, patients and nurses were again surveyed by questionnaire. Under the new system, 93.3% ([numerator/denominator]) of patients received a complete orientation, and 100% were satisfied with it. One hundred percent of nurses also reported satisfaction with the new procedure. The time required was cut in half from 9.6 minutes prior to the new procedure to 4.8 minute s after its introduction. This standardized format enhances the orientation process, increases satisfaction, and can be performed in less time. It is recommended that other wards adopt a similar procedure.

並列關鍵字

admission orientation ； completion