某醫學中心婦產科門診醫療服務品質改善專案

A Project of Improving the Gynecology-outpatient Services Quality in a Medical Center

根據台灣兩大保健雜誌對醫學中心之婦產科門診醫療服務滿意度調查，某醫學中心的整體滿意度排序落後，其中以服務態度、就診流程及衛教三項表現最差，此為進行本改善專案之動機。預期本專案改善後能提昇婦產科門診就醫整體滿意度超過80.0％，並降低婦產科客訴件低於24.0％。本專案運用有效問卷調查方法尋找服務品質低下因素，針對問卷調查的缺點加以修正並實行。改善前的問卷調查結果顯示，客訴件數佔門診總件數的48.5％，並且在「隱私未受尊重」、「動線不清」、「無檢查說明」、「衛教不完整」、「應對態度不當」、「檢查便利性差」、「候診時間過長」等方面的滿意度偏低，為了改善上述問題，採用的改善方案包括：增加檢查裙、修正動線、制定診間應對標準、增設指導單張及衛教地點，尤其子宮頸抹片快速通關及驗尿流程的改善，有效縮短等候時間。改善後的門診整體滿意度由76.5％提昇至83.3％、年度客訴亦由48.5％降低至16.0％，已快速且有效地改善婦產門診醫療服務品質。

Surveys of two magazines in Taiwan have showed that the overall satisfaction of the Gynecologyoutpatient was inferior in our medical center, particularly for the items of medical service attitude, the direction of route, and health education. Based on the fact, we aimed at improving the overall outpatients’ satisfaction above 80%, and reducing the customers’ complaints below 24% by using effective strategies. This project explored that the customer complaint rate was 48.5%. Items with low score included poor personnel privacy, the unclear direction route, lack of instructive sheets, incomplete healthy education, inappropriate coping attitudes, inconvenient examining processes, and prolonged waiting time. After we adopted the improvement strategies, such as provision of the casually loose skirts, route redirection, strengthening of coping attitudes, addition of instruction sheets and education locations, and particularly speeding customs clearance for a cervical smear and urine test procedures, which was proved effectively in shortening waiting time, the overall satisfaction increased from 76.5% to 83.3%. The customers’ complaints also reduced from 48.5% to 16.0% as well. These strategies improve outpatient service quality promptly and effectively.