提升恢復室病人的家屬獲得訊息滿意度

Increasing Patient Family Member Satisfaction with Information Received from a Post-Anesthesia Care Unit

背景：恢復室病人的家屬，常因焦慮而進入恢復室詢問病人麻醉恢復相關訊息。歸納2010年12月22至31日訪談家屬的需求，發展「家屬訊息需求問卷」內容為家屬的訊息需求與了解程度、滿意度及焦慮程度，並於2011年3月18至31日進行調查，家屬獲得訊息的整體滿意度僅75.5分，確立原因如下：家屬未能即時獲得護理師提供完整的衛教、家屬因焦慮而影響訊息之了解程度、護理師未清楚說明病人麻醉恢復相關訊息、及恢復室位置標示不明確。目的：提升恢復室病人的家屬獲得訊息滿意度。解決方案：2011年4月擬定及實施解決策略如下：主動說明病人在恢復室的恢復狀況、提供家屬須知，包含圖示說明進出等候區各大門位置與順序及病人術後簡要照顧之相關訊息。結果：經實施解決策略後，家屬進入恢復室詢問頻率每日由15件降至2件，家屬焦慮程度由3.4分減至2.2分，家屬獲得訊息的滿意度由75.5分提升至92.5分。結論：病人在恢復室觀察期間，預先滿足家屬需求能減輕焦慮及有效提升家屬對獲得訊息的滿意度，且詢問頻率下降，護理師能專心照顧病人，提升護理品質。

Background: Families of patients in post-anesthesia care units (PACUs), often feel anxious because of a lack of information on patient condition and post-operative care. Based on interviews with families, we designed a family information needs questionnaire to measure family information needs, satisfaction with information received, satisfaction with post-operative care, and level of perceived anxiety. Results of a questionnaire survey taken in March 2011 revealed an average satisfaction-level score of 75.5%. Factors negatively affecting satisfaction included lack of orientation information on the PACU, unclear PACU navigation information, and general comprehension difficulties due to anxiety.Purpose: A project was designed to increase PACU patient family members' satisfaction levels with information received.Resolution: In April 2011, education material was developed that provided relevant PACU care and PACU orientation information.Results: Improvements directly associated with this project included reducing the incidence of unauthorized entry of family members from 15 to 5 times per day, decreasing the average level of perceived anxiety from 3.4 to 2.2 (1-4), and increasing satisfaction from 75.5% to 92.5% (0-100).Conclusions: By providing education material in response to family needs, nurses can reduce family member anxiety and increase satisfaction with nursing care.