降低病房供餐錯誤率之改善方案

Scheme to Reduce the Incidence of Mistaken Meal Orders on the Ward

陳綉惠(Shiow-Huey Chen) ； 杜金錠(Chin-Ting Tu)

《馬偕護理雜誌》 1卷2期 (2007/07) Pp. 48-56

https://doi.org/10.29415/JMKN.200707_1(2).0006

摘要

本病房為差額病房，於2004年住院護理服務滿意度調查中，病人對本病房供餐的錯誤感到不滿意。經進行實地調查，發現供餐錯誤率達1.44%，其中錯誤原因源自營養課因同一人處理餐卡又接聽電話而錯誤、及發餐前未再確實核對為最多；其次是護理人員忙碌、未養成隨時紀錄病人需求習慣、不清楚報餐時間點、及病人基本資料錯誤而致。故藉由1.教育宣導；2.設計「訂餐（更餐）登錄表」以方便隨時登記病人飲食；3.製做「提醒牌」張貼於開飲食單及投單處；4.安排「協助人員」協助報餐；5.訂定「獎懲制度」養成工作人員報餐習慣等改善措施後，供餐錯誤率已降至0.97%。將秉著持續改善的精神，讓改善措施內化成工作人員新的工作習慣，應可提昇病人對本病房之服務滿意度。

關鍵字

供餐錯誤 ； 病人滿意度

並列摘要

In a survey conducted in 2004 concerning patient satisfaction on a ward, it was found that they were dissatisfied with mistakes in meal orders. This was further evaluated, revealing an incidence of 1.44%. Some mistakes were made in the nutrition department, most commonly either because one person had to deal simultaneously with filling out meal cards and answering the phone or because the order was note checked prior to distribution. Other mistakes occurred on the war because the nursing staff was too busy, the patient's meal order request may not have been recorded correctly, meal times were not clearly understood, and there were errors on in patients' basic data. Measures were taken to address these problem, including 1) education about the process; 2) designing a form for recording meal orders and changes, making it convenient to record a patient's diet at any moment; 3) posting reminder cards where the meal order forms could be picked up and submitted; 4) designation of personnel to assist in meal reporting; and 5) a system of rewards and penalties for staff to inculcate a good meal ordering routine. These measures resulted in a decrease in the incidence of meal order mistakes to 0.97%. It is hoped that continuing such measures will establish better habits among the staff and improve patient satisfaction.

並列關鍵字

mistakes in meal distribution ； patient satisfaction