運用服務模擬與精實思考於加護病房流程分析-病患及家屬觀點

Using Service Simulation with Lean Thinking in the Process Analysis of an Intensive Care Unit—Perspectives of Patients and Their Relatives

林宏錩(Hung-Chang Lin)

指導教授 ： 任恒毅

元智大學/工程學院/工業工程與管理學系/碩士(2012年)

https://doi.org/10.6838/YZU.2012.00177

摘要

加護病房(Intensive Care Unit, ICU)屬於隔離的環境，處置病症嚴重與緊急之病患。當病人住進ICU時，家屬也同時陷入心理危機。多數醫療照護人員認為當有家屬成員於ICU接受治療時，將會造成病患家屬極大之壓力，因此ICU醫療照護服務對象不應僅止於病患，病患家屬之觀感也應當被重視。本研究針對內科加護病房流程進行分析，從供給面與需求面切入，包含醫護人員對病患的醫療相關作業，以及讓病患家屬清楚醫療處置之過程。為解釋病患與其家屬對醫療人員提供服務之期待與感受相符程度，本研究利用ICU服務滿意度調查問卷資訊，結合服務模擬，找出影響滿意度的關鍵活動，以及分析流程中不同醫護人員的投入程度對滿意度之影響。本研究結果顯示，服務模擬不僅可以有效找出影響滿意度的流程活動，並可以建立ICU醫護人員投入程度的不同情境，與量化分析各情境對於病患與其家屬對ICU服務滿意度的影響程度。

關鍵字

加護病房 ； 流程分析 ； 服務模擬 ； 滿意度

並列摘要

In the hospital, Intensive Care Unit (ICU) is an isolated space in which patients with severe and acute symptoms are treated. When patients are in ICU, their relatives are usually in psychological crisis. For persons performing medical care in ICU, most of them regard ICU patient’s relatives are also under great pressure. In order to provide a complete ICU service, not only the patients need to be well treated, but the feelings of their relatives need to be considered. In the research, one general teaching hospital is used as the study case. The study first analyzed the process of ICU from the perspectives of provider (medical staff) as well as customer (patient and relatives); the ICU customer satisfaction survey results were collected. The satisfaction score is linked to the process and formed the basis for creating the service simulation model. The model is first statistically tested as valid. Then the simulation model was used to identify critical activities of ICU process. Furthermore, scenarios of various assignments of medical staff are explored and their respective satisfaction scores are estimated. Decision on selecting specific medical staff assignment can be made based on quantative results from this service simulation model.

並列關鍵字

Intensive Care Unit ； Satisfaction ； Service Simulation

參考文獻

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