以CQI持續性品質改善提升護理人員服務滿意度之專案

Continuous Quality Improvement and Patient Satisfaction with Nurses' Services

李淑萍(Shu-Ping Lee) ； 吳晶萍(Ching-Ping Wu) ； 蔡榮美(Jung-Mei Tsai)

《馬偕護理雜誌》 5卷1期 (2011/01) Pp. 22-31

https://doi.org/10.29415/JMKN.201101_5(1).0003

摘要

本專案目的為提升護理人員服務滿意度，統計單位2002－2004年服務滿意度低，平均為3.38分、部層面為3.23分，分析原因為：護理人員未主動自我介紹及自動關心病人、未維持病室安寧及病室、浴廁的清潔、審核次數太少、無明確規範及獎懲制度。針對原因以持續性品質改善CQI理念進行改善，措施包括2005年制定「改善護理人員服務滿意度」規範、製作單位護理人員介紹海報及相關提醒小牌、建立考核、獎懲及審核辦法，2006年修定「改善護理人員服務滿意度」及獎懲辦法，2007年持續執行。專案實施後2005年單位護理品質調查每月皆達目標值，提升為3.61分，護理部服務滿意度調查，提升為3.41分，2006、2007年持續品質改善，單位護理品質調查每月皆達目標值，提升為3.67及3.62分，護理部服務滿意度提升為3.66及3.75分，同時由全院區排名第30名進步至第1－3名，達到提升護理人員服務滿意度，亦使護理同仁更重視服務，顯現改善措施有效，可作為未來相關改善方案可以應用的方式。

關鍵字

服務滿意度 ； 持續性品質改善 ； 護理品質

並列摘要

The Continuous Quality Improvement (CQI) approach was used over a 3-year period to improve patient satisfaction with nurses' services. For the baseline years 2002 to 2004, the average monthly patient satisfaction score was 3.38 and the overall departmental score was 3.23. Factors contributing to dissatisfaction included nurses failing to introduce themselves and initiate care, lack of order on the ward, poor bathroom cleaning procedures, lack of appropriate audit of performance, and unclear standards. In 2005, three major steps were taken to improve patient satisfaction with nursing services: 1) norms for staff behavior and performance were established; 2) promotion posters and reminder cards were distributed to publicize the norms; and 3) performance evaluation was improved, including the use of awards and penalties to reinforce the norms. In 2006, these measures were reviewed and revised based on a year's experience with practical implementation. As a result of this project, the quality of service of the nursing unit improved, with the average monthly patient satisfaction score and departmental scores increasing over baseline (2005: 3.61 and 3.41; 2006 3.67 and 3.66; 2007: 3.62 and 3.75). In 2005, the branch hospital ranked 30th but moved to 1st place in 2006 and 3rd place in 2007. The results of this CQI project demonstrate its value in helping nurses understand what contributes to patient satisfaction and successfully implementing measures to improve the quality of nursing care provided.

並列關鍵字

patients' satisfaction ； continuous quality improvement ； caring quality