降低特等病房新進護理師之離職率

Reducing The New Personnel Turnover Rate in A Nursing Ward

本專案為降低特等病房新進人員離職率，經現況調查發現本單位自2012年1月12月新進人員離職率高達77.7%，針對2012年離職的新進護理人員進行電話訪談收集資料，發現主要原因為人員工作壓力負荷大，其導因為1.學習護照內容與實際臨床需求不符合，2.病人及家屬應對技巧壓力大，缺乏服務禮儀訓練，3.人員支持系統薄弱。故進行改善方案，包括修訂學習護照內容，增加病房常見疾病及檢查項目、製作在職教育課程數位學習檔案、修訂標準化服務禮儀應對手冊、臨床服務禮儀情境模擬演練、服務禮儀推廣小組上課及心理師舉辦壓力釋放工作坊等措施。專案施行後離職率由77.7%降為12.5%，達到專案目的。特等病房之病房特性為提供高照護品質，護理人員的人力及穩定性是其重要因素，故提供完整的臨床教學訓練，適時給予支持，減少新進護理人員工作壓力，以提升護理服務高品質，營造病人與醫院雙贏局面。

This project attempted to reduce new nurse personnel turnover rate in a nursing ward. During the period of the survey, from January 2012 to December, new personnel turnover rate went up to 77.7%. For 2012, according to phone interview data, the main reason new nurses left was that the work pressure load was too heavy. This was due to a few factors. 1. Learning passport content and actual clinical needs were not met; 2. Patients and the family members were under heavy pressure; 3. The lack of service etiquette training; and 4. Personnel support systems were weak. Improvement programmes involved passport details, common diseases, increased ward inspections, adding digital archives to the curriculum of in-service education, revising the standardized service etiquette in manuals, clinical simulation of service etiquette in specific situations, service etiquette promotion group classes and psychological stress release workshops. The turnover rate decreased from 77.7% to 12.5% after the execution of the project, therefore meeting the project’s objective. The purpose of the ward is to provide a high quality of care, which is an important factor for stability of nursing personnel. A full clinical training program, timely support and decreased working pressure were put forth to enhance nursing service quality, creating a win-win situation for patients and the hospital.