提升腫瘤病房住院病人護理服務滿意度方案

Project to Improve Inpatient Satisfaction with Nursing Care in a Cancer Ward

陳淑芬(Shwu-Fen Chen) ； 林怡孜(Yi-Tzu Lin) ； 蔡麗雲(Li-Yun Tsai)

《馬偕護理雜誌》 2卷1期 (2008/01) Pp. 27-36

https://doi.org/10.29415/JMKN.200801_2(1).0003

摘要

病人對護理服務是否滿意，是評價醫療服務品質的重要指標。本專案旨在提升腫瘤病房住院病人護理服務滿意度，調查期間自2004年8月1日至2004年9月30日針對所有出院病人，進行「護理服務滿意度問卷表」調查，分析出得分偏低的項目，再進一步擬定「護理服務滿意度得分偏低原因分析調查表」，於2005年1月1日至2005年2月1日，再次針對所有出院病人進行問卷調查。調查結果住院病人服務滿意度得分為3.35分，針對排名居後三分之一的項目調查原因，確立主要問題為：一、缺乏對病房環境清潔、安寧、活動安全之維護及溫馨感之營造。二、未提供病人詳細的護理指導。三、未主動且詳細評估病人問題。經由制定維護病房環境清潔、安寧及活動安全之標準規範與監測辦法，擬定執行護理評估及護理指導之標準規範與教育訓練辦法，配合節慶舉辦相關活動。專案實施後住院病人護理服務滿意度由3.35分提升至3.45分，達到循序漸進改善護理照護品質之目標。

關鍵字

醫療服務品質 ； 護理服務滿意度 ； 腫瘤病房

並列摘要

Patient satisfaction with nursing care is a major index used to evaluate the quality of health care. A project was undertaken to improve inpatient satisfaction with nursing care in a cancer ward. Methods: All patients discharged from a cancer ward from August 1 to September 30, 2004 were asked to complete the Inpatient Satisfaction With Nursing Care questionnaire. Attempts were made to address items with the lowest scores on that initial assessment, after which another questionnaire was administered to all patients discharged from the same ward from January 1 to February 1, 2005. Results: The mean score on the initial questionnaire was 3.35. The major problems identified were: (1) insufficient attention to environmental cleanliness, maintaining a calm atmosphere, and safety during activities; (2) failure to provide a detailed nursing guide; and (3) lack of prompt, thoughtful evaluation of patient's problems. The ward rules and monitoring were adjusted, a training protocol and standard procedure implemented, and activities related to holidays instituted. On the second questionnaire, the mean score increased to 3.45, indicating improvement in satisfaction.

並列關鍵字

quality of health care ； satisfaction with nursing care ； cancer ward