北部某醫學中心病房安寧滿意度改善專案

A Project to Improve Satisfaction with the Noise Level in a Medical Center Ward in Northern Taiwan

據本院醫品會2004年對住院病人滿意度調查顯示，住院病人對病房安寧滿意度評分普遍偏低，為提昇服務品質，病房成立專案小組進行改善方案。經過問卷調查及實地音量測量，發現病房噪音主要來自醫護人員叫喊及談話聲、工作車輛聲響、訪客談話及手機聲、醫療儀器運作及警示聲、護士呼叫鈴聲和印表機列印聲等六項。專案小組以提昇病房安寧滿意度與降低噪音源音量為目標，經由教育、標語提醒及利用控制噪音源音量和隔絕音源等措施改善病房噪音。專案實施後，病房安寧滿意度由3.43分提升至4.32分，且各項噪音測量值均低於70分貝，達到預定的目標。本專案的結果，不僅改善工作環境的安寧，更提供病人舒適的住院環境，且提昇住院醫療服務品質。

According to our hospital medical quality control center (2004), our inpatients had low satisfaction with the ward noise level. Thus, this project aimed at improving our service quality, particularly with improving satisfaction with the ward noise level. The project team developed surveys for patients and their families, and conducted investigations of the volume of ward noise. The results indicated six major sources of the noise, including shouting and talking by staff, work carts, talking by visitors and cell phones ring, normal operation and alarms from medical equipment, patient call bells, and nursing station printers. Interventions to improve patient satisfaction with the ward noise level included staff education, posting signs in the ward, noise level controls, and noise insulation. The results showed that the satisfaction score for ward noise increased from 3.43 to 4.32, and all six tested noise volumes were less 70 dB. This project not only reduced the noise in our working environment, but also improved our service quality by providing a quiet and comfortable environment for patients.