臨床實驗室高危險值警示系統之初步評估

Preliminary Evaluation of High Risk Reminder System Concerning Clinical Laboratory Critical Value Alerts

徐瑜敏(Yu-Min Hsu)

指導教授 ： 黃崇謙

臺北醫學大學/公共衛生暨營養學院/醫務管理學研究所/碩士(2005年)

摘要

本研究旨在使用PZB (1985) SERVQUAL之五大構面設計臨床實驗室高危險值警示（High Risk Reminder, 以下簡稱HRR）系統的服務品質問卷，以此問卷衡量臨床醫療人員對HRR系統服務品質期望程度及知覺程度，以求得臨床醫療人員認知的HRR系統服務品質（滿意度），藉以提供醫院作為提昇HRR系統服務品質的參考。 並且利用實驗室資訊系統（Laboratory Information System）之資料庫，統計每月檢驗危急值通報數量，以及常發生在門診、急診及住院病人之危急值檢驗項目，常發生危急值之臨床科別。 研究結果發現，臨床實驗室HRR系統的服務品質皆受到臨床醫療人員的肯定，平均滿意度為3.84。臨床醫師平均每月接獲通報的數量為857次，其中血色素（Hb）1298次（13.75％）、血液酸鹼值（pH）947次（10.03％）、血液二氧化碳濃度（blood gas pCO2）918次（9.73％）之檢驗，不論是在急診、住院或是門診病人中被通報的次數最多。通報檢驗高危急值給臨床醫師最高頻率的前三名科別：急診醫學科2417次（25.61%）、胸腔內科1179次（12.49%）、小兒科1026次（10.87%）。

關鍵字

PZB ； 服務品質量表 ； 高危險值警示系統

並列摘要

The study is using PZB model to design Clinical Laboratory High Risk Reminder (HRR) System service quality questionnaires, to measurement clinical medical staffs their expection and perception of HRR, for understanding their satisfaction, and provide the outcome to the information technology department for improving the service of HRR. Otherwise, using Laboratory Information System (LIS) database to calculate HRR amounts per month, which test items are high frequencies occurred in OPD, ward and ER department, and which department doctors were received the most frequencies reminding messages. The study found that clinical medical staffs all approve HRR system, the average score is 3.84. There were average 857 HRR amounts per month, Hb 1298 times（13.75％）、pH 947 times（10.03％）and blood gas pCO2 918 times（9.73％）are the most frequencies reminding test items whatever in OPD, ward or ER department. ER 2417 times（25.61%）, thoracic department 1179 times（12.49%） and pediatrics department 1026 times（10.87%） were the most high frequencies reminding department.

並列關鍵字

PZB ； SERQUAL ； High Risk Reminder System

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