縮短腹膜透析病患候診時間改善方案

A Project to Reduce Waiting Time during Peritoneal Dialysis Visits

本方案旨在縮短腹膜透析病患候診時間。本腹膜透析中心病患之候診時間長、看診環境吵雜，經常備受病患之抱怨，經工作團隊實地觀察測量並作病患對看診滿意度問卷調查後，發現病患平均候診時間長達88.3分鐘，對看診滿意度得分僅有78分。經工作團隊利用特性要因圖分析要因後，提出解決辦法如下：（1）制訂電腦預約制度；（2）提供到診時間；（3）調整看診流程；（4）執行護理人員看診前準備作業；（5）重整看診環境等以改善看診流程，使病患在候診時能充分獲得透析評估與護理照護。方案實施兩個月後，不僅病患平均候診時間由88.3分鐘下降至27.4分鐘，病患滿意度平均得分也由78分提升至86分，顯示本方案有顯著成效。

This study aimed to reduce the length of waiting time for patients undergoing peritoneal dialysis (PD). Long waiting times and over-crowding in the waiting area were two of the most frequent complaints among PD patients at a peritoneal dialysis center. The center carried out a survey to investigate patients' satisfaction with their visit and the length of time they had to wait during their visit. The average waiting time was 88.3 minutes, and the average score for satisfaction was 78. After a Cause-and-Effect diagram analysis, recommendations to improve patient visits were as follows: (1) establish a computerized appointment system, (2) provide designated arrival times, (3) reorganize visit procedures, (4) integrate the pre-visit preparation process, and (5) rearrange the waiting areas. With better processes, patients might obtain thorough evaluations and nursing care while waiting. Two months after the implementation of these proposals, the average waiting time had shortened to 27.4 minutes, and scores for satisfaction had increased to 86, showing the proposed measures to be highly effective.