- 期刊
降低門診人員英語口語表達焦慮之改善方案
A Proposal to Reduce Anxiety of Outpatient Staffs When Dealing with Non-Mandarin Speaking Patients
摘要
門診人員在外籍人士就醫過程時最大困難是語言障礙，常因此影響外籍人士就醫的速度、品質與效益，及延遲其他病人就診時間，造成工作壓力與焦慮，影響服務品質。故本專案旨在降低門診人員與外籍人士溝通時英語口語表達的焦慮。經問卷調查分析問題有人員缺乏自信心、單位欠缺英語溝通輔助工具及英語服務支援人才等；針對問題提出解決方法為建置單位英語支援系統、改善英語輔助溝通工具、增加英語教育訓練課程等策略解決問題。專案實施後同仁的焦慮程度由3.7分降至2.8分，缺乏自信心下降率達43.2%，對輔助溝通工具使用滿意度達80.6%。藉由視覺圖像來達到與外籍人士溝通目的，不僅有效降低同仁直接英語口語表達的負面情緒，進而增加自信心及學習動機，加快外籍人士就醫過程速度與效率。未來將繼續推廣其他語系工具，增加醫療服務的可近性，以提高服務品質。
並列摘要
project aims to investigate the reasons for anxiety of the outpatient staffs while dealing with non-mandarin speaking patients and to propose a suitable program to overcome this obstacle. The biggest problem between the outpatient staffs and non-mandarin speaking patients is the language barrier. This would cause delay in diagnosis and treatment for the patients, as well as reduce the quality of the medical care provided. Through a comprehensive investigation, we found that most outpatient staffs lack confidence in speaking English. There are no adequate communicating tools or assisting staffs that can aid during the process. We have proposed to set up an English support unit, which can provide immediate assistance when English service is needed. Useful communicating tools and English-speaking training courses were also provided. This program had been proven to be effective. The degree of anxiety in outpatient staffs reduced from 3.7 point to 2.8 point. The percentage of outpatient staffs lacking of confidence in speaking English reduced to 43.2%. The satisfaction of communicating tools is over eighty percent. Using visual graphics to communicating with non-mandarin speaking patients, the negative attitudes felt by the outpatient staffs were reduced. Non-mandarin speaking patients were also able to receive the proper management in a shorter amount of time. Besides English, this program can also be applied to other languages to make the medical service more efficient and more accessible.