提升某外科病房新入院病患環境介紹之滿意度

An Improvement of the Satisfaction Level of Environment Introduction to New Patients in a Surgical Ward

本專案主要目的為提升入院病患環境介紹之滿意度，於92年12月01日至93年2月20日，以北部某醫院外科病房新入院病患為收案對象，針對護理人員執行入院環境介紹進行現況分析調查，並針對病患收集問卷後加以分析探討，總共收案有效問卷30份，根據資料分析，結果發現：(1)病患對於入院環境介紹平均滿意度為76.4％，其中人員對介紹浴廁用物(60.1％)、人員對介紹空調設備操作(60.1％)、人員對介紹消防設備(72.4％)、人員對環境介紹內容的完整性(74.4％)等項目滿意度為最低。(2)護理人員執行環境介紹平均執行率為40.4％。鑑此，單位組成專案團隊及經由文獻查證擬定「新入院病患環境介紹改善方案」 ，其內容包括製作本病房環境介紹手冊、制定統一環境介紹標準流程及訂定執行環境介紹時使用之「執行登錄表」。經此方案實施後結果發現：(1)護理人員執行環境介紹執行率由40.4％提升至100％。另外，針對病患對病房環境介紹手冊進行滿意度調查，其滿意度達到96.0％。(2)最後病患對入院環境介紹平均滿意度由76.4％提升至90.0％。結果顯示，經由「新入院病患環境介紹改善方案」介入後，病患對入院環境介紹滿意度明顯提升。因此，藉由本專案執行結果可提供其他相關單位護理人員執行環境介紹之參考。

The purpose of this project was to improve the satisfaction level of environment introduction to new patients in a surgical ward. During Dec. 01, 2003 to Feb. 20, 2004, 30 new patients of a teaching hospital were recruited to evaluate the nurses performance of environment introduction. The findings of the analysis showed that: 1) the average satisfaction level of environment introduction to the patients was 76.4%. The appliances of bathroom and toilet (60.1%), the operation of air-condition (60.1%), the appliances of fire control (72.4%), and the completeness of environment contents (74.4%) were the lowest items. 2) the performance of environment introduction was 40.1%. Therefore, by reviewing relevant literatures, the team workers developed an improvement project of environment introduction to new patients. The project included establishing the ward manual, standard procedures, and performance checklists of environment introduction. The results after the implementation of the project showed that: 1) the performance of environment introduction increased from 40.1% to 100%. 2) the average satisfaction level of environment introduction to the new patients reached 90.0% from 76.4%. In addition, the patients’ satisfaction on the ward manual of environment introduction was 96.0%. Therefore, the results showed that the performance of this project could improve the satisfaction of environment introduction of the new patients. In addition, the results provided nurses of other units with a reference of performing environment introduction.