提昇新移民門診個案對就醫流程作業之滿意度

Improve Satisfaction toward Receiving Medical Services among Newly-immigrating Outpatients

由於醫療環境硬體設施、語言溝通限制會影響所提供醫療資源不具備可近性，造成新移民利用醫療資源的不方便性。經專案人員觀察發現新移民門診個案對就醫流程不清楚、看不懂環境標示及缺乏專責人員協助解決就醫問題，致對就醫流程作業之滿意度低為60.5%。為克服流程障礙，提昇此群體對就醫流程作業之滿意度，故成立專案小組，經由建立新移民就醫流程工具，修繕現有的標示為具有多國語言的標示，招募外籍志工及對本國志工進行外語教育訓練。結果顯示：新移民門診個案對就醫流程作業之滿意度由60.5%提昇至85.1%。因此本專案透過就醫流程作業改善，能提供此群體更有效的健康服務，未來可提供其他醫療機構參考執行。

A special project team was established with two purposes, to overcome the barrier and improve the satisfaction toward receiving medical service in Taiwan among newly-immigrating outpatients. The reason for holding this special project team was that a lack of understanding the medical process of visiting a doctor in Taiwan has resulted in reduced accessibility to medical care among a group of new immigrants. After a series of analysis, it was found that the low satisfaction of immigrants toward doctor visit (60.5%) was caused by three factors, including not being clear about medical process, not being able to read signs and indications in Chinese, and inadequate assistance when encountering difficulties. The strategy of plan included building up an immigrants-suitable process of receiving medical service, revising all signs from Chinese only into multiple-lingual ones, recruiting foreign social workers and enhancing language training courses for local social workers. The satisfaction increased from 60.5% to 85.1% after the program. The project provided efficient health-care services. This program can served as an example for other outpatient units serving newly immigrants.