提升急診留觀病患環境介紹滿意度之專案

An Incremental Study of Patient Satisfaction on their Introduction to the Emergency Department Environment

本專案主要之目的為提升急診留觀病人對環境介紹滿意度。環境介紹對入院護理極為重要，不僅影響到病人對醫院之印象，亦影響病人對醫療服務的滿意度。在 2005年至 2006年的急診室滿意度調查結果發現，病人對環境介紹滿意度只達76%，故組成專案小組進行現況分析並確立問題為：缺乏明顯的指標及路線規劃、缺乏環境介紹書面輔助工具、缺乏環境介紹標準作業流程及未執行環境介紹等。針對問題提出解決方案有：制定環境介紹標準作業流程、製作「留觀須知」單張、制訂執行記錄、將常用目標地標示明顯指標路線。經由專案推行後進行調查，急診室滿意度由76%提升至87%；另外，環境相關問題詢問頻率由原先的63%降為32%。顯示此專案措施可行性及有效性，期能作為提升急診照護品質的方針。

This study’s aim was to increase patient satisfaction when they are first introduced to the emergency department (ED) environment. Environment satisfaction is vital to hospital nursing, not only affecting the impression patient’s impression of the hospital, but also their satisfaction with the medical services. An investigation of satisfaction with the ED (2005-2006) found that patients were generally dissatisfied with their introduction to this environment (satisfaction rate = 76%) and an investigation team was formed to analyze the situation. The following problems were identified: lack of obvious indicators and of route planning, lack of a written introduction to the ED environment and lack of a standardized protocol introducing the ED environment. Targeted solutions were introduced including: the formulation of standardized protocol to introduce the ED, the production of “observation notification” pamphlets, establishing records showing the carrying out of procedures and the clear signposting of commonly used destination and routes. After these changes were introduced, the satisfaction rating of the ED increased from 76% to 87%. In addition, environment related inquiries decreased from 63% to 32%, which shows that these policy changes were both feasible and effective in terms of improving the quality of care provided by the ED.