某加護中心訪客須知介紹改善方案

Improving Visitor Notification in an Intensive Care Unit

本專案為某加護中心訪客須知介紹改善方案，用以提升更有品質的護理服務。實施期間自2004年9月至2005年4月止，以查閱及觀察法，發現護理人員執行訪客須知介紹的完整性僅達71.4%，以問卷調查病患家屬對訪客須知內容了解程度、期望知道的訊息，結果顯示本加護中心提供的訪客須知內容明顯不足，導致家屬對訪客須知內容了解程度僅69.6%。經修訂合乎家屬需求之訪客須知內容、制定介紹流程、設計配合動線的介紹方式、製作各類環境標示，並訂定執行訪客須知介紹查核表等改善方案後，護理人員執行訪客須知介紹完整性達100%，家屬對訪客須知內容了解程度達97.8%。本專案促使護理人員提供專業資訊，滿足病患家屬知的權利，進而提高護理服務品質，可助於其他相同特性單位之參考。

This project was an improvement of the visitor notification system for an Intensive Care Unit aimed at improving the quality of nursing service. From September 2004 to April 2005, by interviews and observation, we found that visitor notification and introductions were fully practiced only about 71% of the time. By presenting the patient's family with a questionnaire to determine their knowledge of and desire to know about the visitor notification system, we found that the system in place was clearly inadequate and that the families' awareness about visitor notification practices was only about 70% complete. After adjusting the content of visitor's notices, the nursing staff carried out family introductions 100% of the time and 99% of families reported knowing about visitor notification. Meeting families' needs, defining the introduction process, designing introduction procedures and coordinating pathways, creating slogans for increasing patient/family awareness of the system, and formulating auditing methods enabled nursing staff to offer professional information and to satisfy patients' and families' right to know can further improve quality of care. The program offers a good example for other units with similar characteristics.