提昇某血液透稀室病患對藥物指導之滿意度

A Project to Improve the Satisfaction for Medication Instruction among HDR Patients

病人對護理人員的服務滿意程度有賴於平時的衛教、技術之熟練及溫和的態度。病患對服用藥物之了解，能夠影響病患對藥物服用的正確性及安全性，故本專案目的在探討血液透析室病患對護理人員執行藥物指導滿意度低之原因並擬定改善方案，自92年11月10日至92年11月14日止採問卷調查方法，調查結果發現病患對護理人員執行藥物指導滿意度為79%，經分析確認主要問題為：1．護理人員未向病患說明藥物作用及注意事項；2．護理人員藥物解說後病患的了解程度不夠；3．病患等持藥物拿到的時間太晚。經由舉辦護理人員在職教育、建立血液透析室常用藥物手冊並舉行護理人員藥物認知考試、制定藥物圖片指導手冊、製作藥物標本海報、及定期查檢病患對藥物服用之了解程度、及更改領藥作業流程。透過對策實施後，病患對藥物指導之滿意度由改善前79%提升到90.7%，提昇了病患對藥物的認知與了解，達到病患對護理人員執行藥物指導之滿意度。

Patients' satisfaction with the nursing service mainly depends on how the nursing team practices usual hygienic education, their proficiency of technique and their kind attitude. The more understanding of prescription, the more the patient would take medicine correctly and safely. Therefore, the purpose of this project is to explore the reasons why HDR patients are dissatisfied with nursing services and to work out schemes for improvement. From 10(superscript th) to 14(superscript th) Nov. 2003, the author used a questionnaire to investigate and found that the satisfaction level among the patients for the medication guidance by nurses is 79%. After analysis, the main problems lay in three related areas: 1. Medical personnel didn't explain to the patients how the medicine worked and what to notice while taking those medicines; 2. After explanation, the patients did not understand clearly enough. 3. It's always too late for the patients to receive the medicines. But the satisfaction rate improved from 79% to 90.7% after the medical care personnel attended on-the-job training, common medication handbooks were built up, examinations on recognizing medicines were held for those personnel, the medicine picture companions and posters of medicine specimen were compiled, how clearly patients understood their prescriptions were regularly checked up and the procedure for patients to get their medicines were altered.