提升癌末患者及家屬參訪安寧療護病房之滿意度

To Improve the Satisfaction of Terminal Cancer Patients and Their Families during Hospice Ward Visiting

單位統計2008年1月1日至2008年6月30日，參訪安寧療護病房之癌症患者及家屬共168人，經現況分析發現，由於病房衛教單張過於簡化、參訪過程未標準化及缺乏參訪稽核制度；造成工作人員參訪解說完成率偏低，癌末患者及家屬參訪滿意度降低。本專案旨在提升癌末患者及家屬參訪安寧療護病房之滿意度，透過建立病房參訪標準作業書，修訂安寧緩和醫療服務理念、癌末常見症狀衛教單張，及安寧緩和醫療手冊，實施病房參訪在職教育，建立參訪稽核制度，並製作參訪衛教光碟等多項解決策略後，病房工作人員參訪解說完成率由45％提升至94％，癌末患者及家屬參訪滿意度由2.35分提升至4.62分，已達專案目的；期望專案成果可做為臨床服務參考方針，藉以提昇病房服務品質。

According to the statistics, the total number of patients and visitors was 168 in the hospice ward during January 1, 2008 to June 30, 2008. After analysis, the causes of incomplete explanations of staff and low satisfaction of patients and their families included use of an oversimplified education manual and lack of a standardized visiting policy as well as an effective auditing system. This project aims to promote the satisfaction level of terminal cancer patients and their families during hospice ward visiting. During the process, we provided many strategies to improve the problems of hospice ward visiting such as setting up standardized operating procedures of visiting, revising the purpose of hospice palliative care, providing education leaflets concerning terminal cancer symptoms and the manual of hospice palliative care, holding on-job education and training about visiting, establishing a checking system about visiting, and making an educational CD-ROM for visiting procedures. After these interventions, the completeness of explanations by staff increased from 45% to 94%. The satisfaction level of visiting increased from 2.35 to 4.62. With this obvious improvement, we hope to provide intervention strategies for other clinical services and try to improve the quality of ward care.