兒科病房工級人員出勤作業缺失改善專案

工級人員是護理工作中不可或缺的輔助人力，若其工作無法有效的統整及運作，則會影響服務品質及工作滿意度。本專案旨在統籌跨單位工級人力運用來改善工級人員出勤作業缺失，以提昇服務品質及工作滿意度。經由調查分析本單位工級人員的出勤作業效率低之原因，包括工級人員不定時出勤次數高、護理站無法掌握出勤後的行蹤、及各護理站工作台物品擺放設置不一。因此專案小組提出解決方案：訂定工級人員共同出勤作業時程表、設計工作日誌及規劃標準一致的護理站工作台，統籌規劃運用四個病房之工級人員出勤作業。經此專案執行後評值結果為：工級人員每天平均不定時出勤次數從改善前165次降為67次；病童家屬對等待工級人員接送的滿意度由68.8%上昇為86.2%；工級人員對出勤作業的滿意度由45.5%上昇為76.2%；護理人員對出勤作業的滿意度也由33.7%上昇為65.2%，達到專案目的，更提昇兒科病童照護品質。

關鍵字

工級人員；作業改善；滿意度

並列摘要

Janitorial staff play an important role assisting nurses in hospitals. If they work inefficiently, this will reduce overall service quality. To improve the efficiency of the pediatric ward's janitorial staff duties, a project team was established. An investigation of this issue disclosed that the main problems induded excessive unpredictable work assignments, nursing station inability to control janitorial staff whereabouts, and a lack of familiarity with each ward's work station. We therefore designed a schedule and an on-duty journal for the janitorial staff of the pediatric ward, and form ulated a standard work station. The results: the frequency of unpredictable work assignments declined from 165 per day to 67; the patient satisfaction rate increased from 68.8% to 86.2%; the janitorial staff self-satisfaction rate increased from 45.5% to 76.2%; the nursing staff satisfaction rate increased from 33.7% to 65.2%. The goals have been achieved through such implementations and would also have positive effects on overall service quality.

並列關鍵字

janitorial staff ； work improvement ； satisfaction rate

國際替代計量

兒科病房工級人員出勤作業缺失改善專案

全文下載

主題瀏覽