提升某內科加護病房家屬護理指導滿意度專案

Project of improving Family Satisfaction with Nursing Guidance in Medical ICU

本專案為改善某加護病房家屬對護理指導滿意度，護理部問卷調查發現，本單位護理指導滿意度低於護理部設定之閾值82.0%且持續兩年，調查後確認原因包含：（1）會客時間短暫且護理人員耗費許多時間在處理突發事件，而未能把握時機提供家屬適切指導；（2）提供之護理指導不符合家屬需求且未針對個別性差異提供合宜資訊。故成立專案小組，並訂定閾值為提升家屬對護理指導滿意度至82.0%。專案措施包括制定家屬護理指導需求單、彈性調整人力運作並建立4-8班工作流程機制、安排專人協助治療、依據家屬需求製作單位介紹影片以及制定稽核制度。專案改善後，家屬滿意度提升至84.%。

This paper describes a project that aims to improve the family satisfaction with nursing guidance in the medical intensive care unit (MICU). A survey delivered by Department of Nursing indicated that the family satisfaction in the MICU were lower than the threshold of 82% in the past two years. The identified causes included insufficient visiting hours for the nurses to provide guidance to families and inadequate nursing guidance to meet the individual needs of families. A taskforce team was established. The goal of the 82% threshold for family satisfaction was reinforced. The interventions aimed to initiate new nursing guidance based on needs of patients and their families, make flexible adjustments in the workforce, create a new 4pm-8pm evening shift to assist the patient care, photograph a video program to introduce the MICU, and set up an auditing system. With all of these improving strategy, the family satisfaction increased to 84.4%.