流程再造——某新生兒加護病房病童辦理住院過程之改善

Improvement ofProcedures for Patient Admission to Neonatal Intensive Care Unit

本專案目的為發揮服務最優化及以客為尊的精神，讓家屬於最迅速、便利的情況下辦妥入院第一要事－住院手續，故針對民國89 年3 月1 日至89 年12 月30 日期間，住進新生兒加護病房的102 位病童家屬辦理住院程序中所遇到的問題深入探討。資料收集採實地觀察、問卷填寫及訪談方式，依據院方的「辦理住院流程辦事細則」，自擬「家屬辦理住院程序觀察表」及「家屬辦理住院程序滿意度調查表」為評估工具，所發現的問題經由住院程序作業簡化及增設入院常規指引來改善，結果發現：平均每位家屬辦理住院程序所耗費的時間由44分42 秒減少為9 分51 秒。家屬對辦理住院程序的滿意度也由19.53 上升至38.65 。故印證流程的簡化、減少家屬等待時間及減少家屬走動，工作人員採取主動服務的方式，確實能提高家屬對服務的滿意度。The purpose of this study is to optimize the hospital service and to minimize the duration of admission process-the first step in hospitalization. This study started on 1 March 2000 and ended on 30 December 2000. 102 families from the Neonatal Intensive Care Unit (NICU ) participated in this study. The questionnaires employed were ' Observation of admission process of NICU' and' Family Satisfaction with admission process of NICU score!' designed by the investigator, using 'Detailed Regulations of Admission procedure' of the hospital. Results revealed that before introducing the project, the time spent on the admission process was 44'42” , and satisfaction score was only 19.53 on average. After the project was completed, the time spent on admission process was reduced to 9'51', and the satisfaction score increased by 38.65 on average. It is important to simplify the admission process and reduce the waiting time and efforts in walking for families. The staff should take an active approach to service, so as to increase the satisfaction of families.