降低急診室中央護理站內部聯繫電話次數

To Reduce the Internal Communication Phone Calls in Central Nursing Station of Emergency Room

侯雅文(Y. W. Hou) ； 王錦雯(C. W. Wang) ； 郭嘉琪(C. C. Kuo)

《危機管理學刊》 5卷1期 (2008/03) Pp. 33-44

https://doi.org/10.6459/JCM.200803_5(1).0004

摘要

本院急診室因就診病患數的逐年積增，不斷擴大急診幅地，卻在此時內部聯繫電話溝通產生了許多的抱怨與困擾，甚至延遲訊息的傳遞。若訊息聯繫不當或延誤，除了會增加工作人員工時，降低工作滿意度，也可能因此對病患安全造成了不佳的影響，在效率及效能上也無法達到令人滿意的程度。故本專案目的在藉由瞭解急診室中央護理站內部聯繫電話多之問題所在，進而找出改善方案，以使急診室內部聯繫電話次數能夠降低。經查檢發現中央護理站內部聯繫電話次數多之原因爲：不知道小組長或護佐之所在位置；缺乏與醫師、小組長或護佐之適當聯繫工具；人員將中央護理站電話當急診總機用；住院動態缺乏電腦聯繫。經專案實施改善方案：提供聯繫之硬體設備，電腦程式功能升級，並透過公告與宣導急診相關人員善用提供之硬體設備及電腦動向查尋之功能後，中央護理站內部聯繫電話次數由改善前554次/天，降至改善後145次/天，達到本專案目的。且因每天的電話次數減少，護理人員須處理電話時間相對減少，確可增加護理人員照顧病患的護理時數。

關鍵字

急診室 ； 內部聯繫電話 ； 聯繫工具

並列摘要

Because of the increasing patients in our hospital's emergency room(ER), ER keeps expanding the space for service. At this moment, however, the internal communication through phone calls induces lots of complaints and troubles among personnel on delay activities due to message mistaken or delay. If the message can't pass on the right time, not only it increases the working hour and reduces the satisfactory of the ER's work, but also causes the impact on patients' safety, and fulfills a satisfactory level on efficiency and efficacy of ER. The purpose of this paper is to investigate root causes induce the problem at central nursing station, find out solutions to improve the problem and to reduce the frequency of internal communication phone calls at ER. Through investigation, we find out the root causes on frequent phone calls at central nursing station are as following: First, personnel couldn't locate the leaser or chief nurse's position. Second, the personnel lack of proper tools to communication with leader or chief nurse. Third, personnel use the central nursing phone calls as switchboard. Last, the personnel lacks of dynamic information on hospitalized status through enough computers. Through the case improvement plan, the hospital has provides the hardware equipment on communication, updated of computer program, and taught the right way by training the ER staffs to use the hardware equipment and computer properly. The internal communication phone calls has reduced from 554 (times/ per day) to 145 (times/per day) at central nursing station, and has met the goal of current design plan. The reduction of the phone calls saves the time on handling the phone calls, and increases the working hour on the patients for the nursing staffs.

並列關鍵字

emergency room ； internal communication phone ； communication tool

參考文獻

左如梅、高清華、吳慧嫻、周守民、邱月娥、顏妙芬、佘慧玲、劉怡、朱季華、林笑、陳彩鳳(2003)。護理行政學。偉華圖書有限公司。

何文榮(1999)。專案的溝通與衝突管理。人力發展。64，37-51。

管理溝通

行政溝通與協調

學校組織的溝通藝術