提升中醫門診針灸治療候診滿意度

Reducing Waiting Time and Raising Patient Satisfaction in Outpatient Acupuncture Clinicsat Traditional Chinese Medicine Department

張芸瑄(Yun-Hsuan Chang) ； 劉琦玉(Chi-Yu Liu) ； 林尹惠(Yin-Hui Lin)

《中西醫結合護理雜誌》 預刊文章 Pp. 1-12

https://doi.org/10.6211/TTCMNA.202310/PP.0001

摘要

為獲得中醫針灸治療候診病人更高的滿意度，需瞭解其感受與不滿意源自何處，當聽聞病人或照顧者抱怨治療順序有失公平性、等候時間過久、床位安排有問題與床位標示不明時，特成立專案進行調查、分析與改善。經由現況調查統計，中醫針灸治療室之平均滿意度為3.45分，低於院方門診滿意度閾值4.3分，本專案目的為提升中醫針灸治療候診滿意度。資料分析：主要原因為單位缺乏呈現治療服務的資訊、病人報到流程的細則與治療室管理作業準則，故設置三合一醫師床位配置、床位安排進度與平面圖的資訊刊版、整合報到流程與重新規劃動向與護理作業重新職責劃分。經相關作業改善後，滿意度由3.45分提升至4.75分，有效達到專案目的，期望透過本專案之改善經驗，能有效提升醫病溝通，增加中醫針灸治療之滿意與照護品質。

關鍵字

中醫 ； 針灸 ； 候診 ； 滿意度

並列摘要

Long waiting time and unfair order of priority in outpatient acupuncture clinics often occur and make patients complain.The purpose of this study is to investigate the effect of real-time information for achieving higher outpatient satisfaction. We set up three-in-one physician bed configuration, bed arrangement progress information board, integrated check-in process, and re-division of nursing operations.A statisfaction survey was performed for the patients in clinics. Lacks of information on treatment services, detailed rules for patient check-in service, guidelines of operating management, unfair treatment sequence, long waiting time, and unclear bed arrangements were the most complaints in the clinics.After the improvement works, the satisfaction score increased from 3.45 points to 4.75 points. According to the current situation survey, the interventions of clear information and nursing practice at reducing waiting time and raising patient satisfaction are effective.

並列關鍵字

Traditional Chinese Medicine ； outpatient department ； acupuncture treatment ； Satisfaction