提升住院病人滿意度

特等病房之住院病人滿意度稍低會降低病人對醫院之信賴感，進而影響服務品質。本單位因2014年下半年度住院病人滿意度降至96.1%，其中病人對入院流程滿意度僅64.1%，分析主要問題為：入院流程耗時40分鐘、志工缺乏環境介紹標準流程，環境介紹完整率低僅60.8%。故本專案目的在提升住院病人滿意度，縮短入院流程時間，及志工環境介紹之完整率。在執行跨單位合作、制定單位入院作業流程標準、修訂志工環境介紹標準與建置院內標誌及指引等解決辦法後，住院病人滿意度提升到100%，入院流程時間縮短為22分鐘，志工環境介紹完整率提升到100%，專案確實從制度面及流程面加以改善精進，呈現具體成效，達到最優質護理服務。

關鍵字

住院病人；入院流程；滿意度

並列摘要

Patient satisfaction is closely related to their confidence and trust of hospitals. A 2014 inpatient satisfaction survey result of a hospital study showed that 96.1% were satisfied with the hospital. However, satisfaction for the admission process was 64.1%. Areas that require attention were long hours of waiting, unclear patient instructions, and shortage of volunteers to guide patients through the admission process. Patients spent an average 40 minutes going through the administration process. Only 60.8% of volunteers were able to provide clear admission process and environmental orientation to patients. This project aims to improve admission process and therefore to increase the patient satisfaction score. The collaborative effort among related departments revised the standard admission process, patient instructions, and more directional sign posting in the hospital. The admission time was reduced to 22 minutes and the patient satisfaction score was increased to 100%.

並列關鍵字

hospitalized patients ； admission process ； satisfaction

參考文獻

Kadom, N., & Nagy, P. (2014). Patient satisfaction: Opportunities for quality improvement. Jour- nal of the American College of Radiology, 11(8), 830-831. doi:http://dx.dio/10.1016/j.jacr. 2014.04.07

朱凰瑛、許淑純 ( 2013 ) . 運用團隊領導模式改善排床等候時間 , 醫療與健康期刊 , 2 ( 1 ) , 81-87 •