提昇某醫學中心供應室服務滿意度之專案

Improving Satisfaction with Central Supply Services

呂桂雲(Kuei-Yun Lu) ； 王宜華(I-Hwa Wang) ； 張淑蘭(Ching-Ping Liu) ； 陳麗雪(Li-Hsueh Chen)

《馬偕護理雜誌》 4卷2期 (2010/07) Pp. 36-48

https://doi.org/10.29415/JMKN.201007_4(2).0004

摘要

本專案目的旨在提昇某醫學中心供應室服務滿意度。專案期間自2007年10月1日至2008年6月30日，經由服務滿意度及重要度調查與分析，及統計病房反應及抱怨事件，進行滿意度偏低需迫切改善項目之原因再分析。調查結果發現：某醫學中心供應室服務滿意度3.25分，滿意度低但重要性高的項目主要有：儀器之功能性能、器械之功能性能、儀器傳送速度、敷料的品質。經分析確認主要問題的原因為無儀器及器械功能檢測標準作業流程、使用者對儀器操作方式不熟悉、供應室儀器功能檢測不周、儀器傳送者兼顧功能檢測及多樣工作過於忙碌而疏漏、敷料非專人製作及監控原物料品質等。經由制訂儀器及器械功能檢測標準作業流程、辦理相關教育課程、調整內部作業重新分配工作、修訂簡易操作說明卡等方法，使得某醫學中心供應室服務滿意度由3.25分至3.37分（滿分4.0分）達專案之目的，提昇病房對供應室服務之滿意度，進而促進醫療團隊的和諧運作。

關鍵字

供應室 ； 服務滿意度 ； 重要度

並列摘要

The purpose of this project was to increase satisfaction with services provided by the hospital's Central Supply Center. The project ran from October 1, 2007 to June 30, 2008. Initially, data on satisfaction with the services and complaints from wards were analyzed. The mean satisfaction score for Central Supply services was low (3.25 out of 4). Important problems to address included machines and instruments that didn't work properly, delays in delivery of necessary equipment, and poor quality medical dressings provided by Central Supply. These problems were caused by the lack of standardized testing of medical equipment, users' unfamiliarity with how to operate equipment correctly, failure to fully test instruments' functions, human error, and lack of quality control in the production of medicated dressings. Standard operating procedures were established for the testing of medical equipment, training was provided for users, Central Supply internal operations were improved, and user instruction cards for medical equipment were redesigned. After these measures were introduced, the mean satisfaction score increased to 3.37, indicating improvement in Central Supply efficiency. This should enhance the quality of service provided by the hospital as a whole.

並列關鍵字

central supply center ； satisfaction ； importance