提升家暴個案就醫滿意度專案

Improving the Treatment Satisfaction for Victims of Domestic Violence

家庭暴力普遍存在台灣社會，亦是健康照護機構高度關注之議題。本院急診室每年通報家暴案件近三百件，但個案就醫滿意度約57%，經現況分析後發現其相關因素有缺乏家暴在職教育訓練、未有獨立空間之候診區及隱密、安全的診療室、缺乏標準規範之作業流程。舉辦家暴在職教育課程、制訂家暴個案就診標準流程、規劃提供安全與隱密就醫環境及製定安心袋。實施改善專案後，急診室護理人員家暴知識認知由64%提升至98%，家暴個案就醫滿意度由57%提升至82%。經由家暴作業標準流程設置、環境改造及針對護理人員在職教育訓練，可有效提升家暴個案就診滿意度，促進落實臨床護理有效率、提供個案完善的醫療服務品質。

Domestic violence has been a common issue and concern to healthcare organizations in Taiwan. Nearly 300 victim cases of domestic violence are reported annually by the emergent department of the hospital where the author works. However, the victim cases' satisfaction with treatment was only about 57 percent. Based on analysis of this statistic, the treatment dissatisfaction-related factors included lack of on-the-job training with domestic violence, lack of an isolated waiting room for patient privacy and a safe treatment room, and lack of standard operating workflow. This project implemented an on-the-job training program, created a safe and private treatment environment, established a standard treatment workflow, and made package bags for the patients. Upon completing this project, the staff increased their knowledge about the awareness of domestic violencefrom 64 percent to 98 percent. The patient's treatment satisfaction also increased from 57 percent to 82 percent. In conclusion, establishing a standard operating procedure, improving the treatment environment, and providing on-the-job staff training may improve domestic victims' treatment satisfaction and promote the effectiveness of clinical nursing care.