提升加護病房家屬探病滿意度專案

A project for enhancing satisfaction of intensive care unit (ICU) family visiting

加護病房為提供重症病人立即、連續性照護並減少感染機會，所以訂定家屬探病 規則。本單位2006年4-6月家屬探病品質滿意度僅62%，故積極成立專案小組。經現況 分析得知原因包括缺乏家屬探病標準作業流程、未制定護理指導制度、家屬探病原則 不符合所需及同仁缺乏相關在職教育等。故實施本專案尋求改善方法，過程中建立醫 護人員家屬探病標準作業流程；制定護理指導標準制度並修改家屬探病規則及提供護 理同仁在職教育課程。本專案實施後，統計2006年10月至2007年4月家屬探病品質滿意 度由62%提昇至92%，達到本專案目標。加護病房的醫療人員在面對重症病患及家屬， 應秉持著視病猶親的理念，除提供專業照護品質外，採用人性化訪客管理；將可有效 提昇家屬對醫療照護高滿意度與建立良好醫病關係。

Intensive care unit (ICU) provides continuous and comprehensive care to critical patients, so the rule for family visiting must take infection control into consideration. The satisfaction rate of family visiting is only 62% during the period from April 2006 to June 2006 in our unit. Analysis suggests reasons for the low satisfaction are lack of standard of procedure (SOP), lack of nursing director system, and existing rules don’t fulfill family needs. We execute the program to establish SOP, nursing director system and modify current visiting rules. The following survey reveals higher satisfaction rate (92%) for the period of October 2006 to April 2007. Health care workers in ICU should not only provide professional care to patients, but also adopt family-friendly visiting rules which allow quality patient-family interaction.