復健科病人輪椅借用服務流程改善專案

Wheelchair Loan Service Process Improvement Project for Rehabilitation Inpatients

本專案之目的為提升復健科病人輪椅借用服務的滿意度。透過問卷調查得知復健科病人對於病房提供輪椅借用服務的整體滿意度僅52.4%，經現況分析確立主要原因為：護理人員的認知及操作技能不足、未教導如何使用、輪椅品質不良、缺乏維修保養、保管地點不合適、無標準流程、無專人管理、借用未經專業評估。針對以上原因提出解決對策：舉辦教育訓練、制定稽核機制、篩選及檢修輪椅、納入公用財產由輔具中心管理、規劃保管地點、制定維修保養辦法、制定標準化流程、由輔具中心評估借用，實施2個月後整體滿意度由52.4% 提升至95.7%，並平行推行至另一個復健科病房。此專案採專業介入及跨部門合作模式達到以病人為中心的醫療服務。

The purpose of this project is to enhance the satisfaction of the rehabilitation department patients with the wheelchair loan service. According to a patient satisfaction questionnaire on the wheelchair loan service at a rehabilitation ward, the overall satisfaction ratio was only 52.4%. After analysis, the main reasons were inexperienced nurses lacking knowledge and skills, inadequate wheelchairs usage education, poor quality wheelchairs, lack of wheelchair maintenance and repair, improper storage location, lack of standard procedure for wheelchair service, lack of a specific service manager, and no professional assessment for loaning of wheelchairs. For the above reasons, strategies included organizing education and training, development of nursing audits, wheelchair maintenance and repair, incorporation of service into public property management, planning of a storage location, development of standard for wheelchair maintenance and repair, development of standard procedure for wheelchair service, and loan assessment by the assistive technology center. After two months of implementation, the overall satisfaction increased from 52.4% to 95.7%, and the improvements were extended to another rehabilitation ward. This project applies professional intervention and cross department service collaboration to achieve quality patient centered service.