降低門診新進書記人員離職率之改善專案

A Project to Reduce the Turnover Rates for Newly Hired Clerks at the Outpatient Department

新人教育訓練不但可使其提早適應環境與熟悉各項作業流程，且可提昇病患之照護品質，故希望籍此專案之進行，降低門診新進書記人員的離職率。 經現況分析，發現未滿三個月的新進書記人員離職率高達54.5%、平均考核分數為75分及教育訓練的完成率僅62%。其提早離職的原因包括對工作不熟悉、教育訓練內容不符工作所需，且因臨床指導者不固定，造成指導重複或內容不一致。經問題確立後，提出改善措施，如依門診書記之工作性質，重新規劃教育訓練計劃和查核表，同時製作各項工作手冊，包括：診斷中英文對照表、藥物代碼表、藥物作用手冊等，並輔以實施固定臨床指導員制度。結果3個月內的新進書記人員，離職率降為8.5%，降幅約46%，平均考核分數提昇至89分，提昇約14分，教育訓練的完成率提昇為89%，提昇約27%，達本專案目的。 本專案之實施除能降低新進書記人員之離職率外，更可作為未來各單位人員留任教育訓練之參考。An education training program (ETP) cannot only assist new employees to adapt a new environment and to become familiar with operational tasks earlier, but also to improve the quality of patient services. The aim of this study was to reduce the turnover rates for newly hired clerks in an outpatient department (OPD). After current data analysis, the turnover rate for three-month clerks was high, about 54.5%; the average evaluation score was 75 points, and the rate of completeness for ETP was 62%, Factors related to high turnover rates were: 1) clerks were not familiar with work tasks; 2) the ETP did not meet the needs of clerks; 3) the preceptors were not fixed so that the patient education was redundant; and 4) content was not consistent After revising the training plan, orientation checklists, and producing several work manuals, including diagnosis in both Chinese and English, codes and mechanism of medication, and establishing a fixed preceptor ship system, the turnover rate was reduced to 8.5%, the average evaluation scores were increased to 89 points, and the rate of completeness for ETP was increased to 89%. The results not only reduced the turnover rate for newly hired clerks at the OPD, but also serve as reference for ETP and future personnel retention.