提升精神科病人就診服務滿意度

Improving Psychiatric Outpatient Services Satisfaction

精神疾病需長期規律性鬥診追蹤治療，才能維持正常社會功能;等待看診時間過久，常使病愚焦慮不安產生抱怨，進而影響病人就診服務滿意度。本單位因先報到先看診，造成病人等候時間久，引起病人及家屬抱怨，護理人員需花費時間安撫病人情緒，造成醫師看診中斷；加上精神科門診服務滿意度僅3.02分；引發專案小組成立的動機。為改善精神科病人就診服務滿意度，藉由製訂精神科就診流程作業指引、舉辦教育訓練、建立查核制度、製作就診須知、更改依燈號就診、增設診間移動式拉門等改善方案後，精神科門診作業流程執行率由改善前49.9%提升至91.3%；精神科病人就診服務滿意度平均由改善前3.02分提升至4.16分，顯示本專案已達到專案目的。

Psychiatric patients need long-term outpatient follow-up to maintain their regular social function. A long waiting time at the clinic before seeing a psychiatrist often causes patient anxiety and complaints; furthermore, this negatively affects patient satisfaction. The workflow of seeing a psychiatrist is based on the order of first-come, first-serve. Therefore, patients who have waited to see a doctor for a long time not only complain but need nurses to soothe their emotions, which interrupt the doctors' schedules of seeing patients. A low psychiatric patient ervices satisfaction score of 3.02 triggered the establishment of a project team. The improvement strategies included designing a workflow and operational guideline for the psychiatric clinic, holding educational training, setting up a monitoring system, creating a need-to-know information sheet for clinical visits, using a light signal design for patient calling, and modifying portable sliding doors to increase the number of diagnostic rooms. With the implementation of these strategies, the workflow of psychiatric outpatient services improved from 49.9% to 91.3%, and the psychiatric outpatient services satisfaction score improved LEADERSHIP NURSING LEADERSHIP NURSING VOL.17 NO.1 2016.03 97 Psychiatric patients need long-term outpatient follow-up to maintain their regular social from 3.02 to 4.16, indicating that the aim of this project was achieved.