提升加護病房家屬對生命末期臨終照護滿意度之改善方案

Enhancing the ICU Family Satisfaction of End of Life Care Program

以舒適為導向的生命末期照護模式，儼然已成為國際間的照護「心」趨勢與護理人員照護重點。故本專案目的在提升加護病房家屬對生命末期臨終照護滿意度，藉以提升更優質的護理服務品質。利用生命末期臨終照護審核單、電話滿意度調查發現，生命末期臨終照護完整率與家屬滿意度低。經由建立臨終照護標準流程、建立標準化護理指導單張、規劃在職教育內容、策劃增設臨終照護工具、安排護理人員臨終照護經驗分享及制定監測辦法等措施後，生命末期臨終照護完整率由74%提升至92%，家屬對生命末期臨終照護滿意度也由3.25分提升至4.38分。專案進行期間醫療團隊提供完善專業資訊，提升家屬對生命末期臨終照護滿意度外，進而提升加護病房生命末期臨終照護品質。

Comfort-oriented mode of end of life care has become international new trends of care.The mentality of thefamilies has also become the focus of nursing care. Therefore, this project aims to enhance the ICU patient’s familysatisfaction of end of life care in order to provide better service quality. The results show that initially the integrality ofend of life care was only 74% by using end of life care checklist and telephone satisfaction survey, and familysatisfaction was low. By developing standard end of life care procedures, the establishment of standardized nursinginstruction leaflets, in-service education with periodic inspection, the integrality of end of life care increased from 74%to 92%, and the family satisfaction increased from 3.25 points to 4.38 points. The medical team providedcomprehensive health care professional information which enhanced the family satisfaction of end of lifecare.Furthermore, it improved the quality of ICU end of life care.