提升病人對化學治療病房環境滿意度

Improve Patient Satisfaction in a Chemotherapy Unit

李靜枝(Ching-Chih Lee) ； 黃家珍(Chia-Chen Hwu) ； 吳絡茜(Lo-Chien Lu) ； 張嘉蘋(Jia-Ping Chang) ； 劉麗珒(Li-Ching Liu)

《源遠護理》 5卷1期 (2011/05) Pp. 41-51

https://doi.org/10.6530/YYN.2011.5(1).06

摘要

專案目的在提升病人對化學治療病房環境滿意度。本院化學治療病房包含門診化學治療與住院治療，現因兩區部分空間交錯，加上病人數持續增加，使得報到高峰期環境擁擠，造成病人及家屬抱怨，病人對病房環境表示滿意者僅占20%。經由收集資料分析後，發現引起環境滿意度低的原因為行政上疏於管理、病人未依約定時間報到、未制定工作職責、病房設備不足、病房空間狹窄等。故組成專案小組擬定改善方法包括：增加病房空間、病室重新規劃、制定衛材管理規則、制定工作職責、制定門診化學治療報到流程圖、加強病人依預約時間報到、物品汰換需求。經改善後，病人對環境表示滿意者為93.33%。由此可知，完善的空間規劃與制定各項作業標準程序，有助於提升病人對化學治療病房之環境滿意度。

關鍵字

化學治療 ； 病房環境 ； 滿意度

並列摘要

This article describes a project on improving patient satisfaction of a chemotherapy unit, including the reorganization of the unit design. A patient satisfaction score of score of 20% prompted the initiation of this project. Previously, the area for chemotherapy contained a mix of outpatients and inpatients who received chemotherapy. The improvement project included additional unit space, reorganized unit design and flow, clearer management and staff roles and job descriptions, design of outpatient appointment work flow, reinforcing outpatients to comply with chemotherapy appointments and replacement of out-of-date equipment. Post project implementation results showed increased patient satisfaction (93.33%). This project supports the positive effects of work space redesign and development of standard operating procedures.

並列關鍵字

environment ； chemotherapy ； satisfaction