提升毒癮住院病人護理服務滿意度專案

病人對護理服務滿意度是評價醫療品質的重要指標。本專案旨在提升毒癮住院病人護理服務滿意度，調查期間自2015年1月1日至2016年2月28日針對毒癮住院病人進行「護理服務滿意度問卷表」分析原因，確立主要問題為：1.住院時，未經說明，提供病人具毒癮標籤化之「病房公約」單張，並切結簽名；2.護理人員先入為主觀念，未能提供合宜適切的專業性指導；3.缺乏服用美沙冬的獨立空間，造成隱私性低；4.缺乏美沙冬給藥標準作業流程。經修訂後改為「感染科病房住院須知」單張，並制定美沙冬給藥SOP流程及設立給藥獨立空間，規劃照護相關在職教育。專案實施後護理服務滿意度由80%提升至90%，達到高品質之護理。

關鍵字

毒癮；護理服務；滿意度

並列摘要

Patient satisfaction with nursing service is important indicator to evaluate medical quality. This project aims to enhance the nursing care. Satisfaction of addiction in patient, we performed the ＂nursing service satisfaction questionnaire＂ for addiction in patient from January 1th, 2015 to February 28th, 2016 and establish the main problem: 1. provide ＂ Convention of the ward ＂with content of drug addiction label for patient to sign the name without previous explanation ; 2. nurses failed to provide appropriate professional guidance with preconceived ideas ; 3. Low personal privacy due to lack of independent space for taking Methadone ; 4. lack of SOP for Methadone administration. We use ＂admission notice of Infections Disease Ward＂ to replace the previous one after modification besides, we esfablish the SOP of Methadone administration and provide independent space for administration and arrange nursing care-related in service education. After performing this project, we achieve high quality nursing service with satisfaction increasing from 80 to 90%.