某婦科病房護理人員電話禮貌改善方案

Telephone Courtesy Improvement Project of Nursing Staff in a Gynecological Ward

電話是一種完全靠聲音和語言與對方進行溝通的工具，接、打電話語氣、語詞是在「電話溝通」往來間奠定印象的第一關，護理人員接聽電話的禮貌良好與否會直接影響到顧客對醫院的形象及聲譽。執行本專案的動機係因8月份本院電話禮貌測試時，本病房僅得四分(滿分為十二分)為全院最低，故為求改善同仁之電話禮儀，而進行此專案。根據院方查核小組紀錄的資料顯示：本單位電話禮貌不合格的現象有：(1)沒有禮貌性結尾語；(2)轉接程序不完整；(3)電話服務協助性差；(4)沒有主動道問候語。因此於90年9月23日開始推動此專案。電話禮貌改善專案後，「禮貌性結尾語」改善20%，「轉接程序完整性」改善40%，「電話協助性服務」改善3.3%；「主動道問候語」改善23.3%，合格率達100%，目前，已將此標準電話禮貌及語彙列於病房作業規範，並列入新進人員在職訓練之課程中。The telephone is a tool, which relies solely on the use of language and tone to communicate between two parties. Making and receiving phone calls is often how someone makes their first impression. The quality of the nursing staff's everyday telephone courtesy will directly influence the professional image and standard of care of the medical institute to the customers. In August, the telephone manners of the nursing staff in our whole hospital were tested. A gynecological ward received only 4 marks, the lowest score in the whole hospital. For this result, an improvement program was set up. It was found that the reasons for their low scores were: (1) No courtesy in ending conversation. (2)Incomplete referrals. (3)Less voluntary telephone assistance. (4)Absence of greeting. The improvement program was implemented on Nov, 23 th , 2001 and the results showed: (1)20% improvement in courtesy ending of conversations. (2)40% improvement in referrals.(3)3.3% improvement in telephone assistance. (4)23.3% improvement in greeting. (5)100% qualifying rate for telephone manners of nursing staff. After this project was accomplished, telephone courtesy became part of the regulations for ward staff, included in on-the-job training as well as applied in nursing practice.