提升護理人員職場暴力事件處置因應能力之改善專案

A Project to Improve Nurses' Competence in Handling Workplace Violence

職場暴力在醫療工作職場隨時都有可能遭遇的議題，當暴力發生時易造成醫護人員身心受創，進而影響醫療照護品質，故本專案旨在提升護理人員處理職場暴力事件能力，現況分析發現職場暴力事件處置正確率僅31.3%，原因有：教育訓練內容不完整、暴力演練未進行種子觀摩、護理人員對暴力事件認知僅33.6%、無暴力即時通報工具、通報專線不足、未針對高風險單位進行危害辨識及風險評估，故進行專案改善，經修訂執行職務遭受不法侵害預防計畫、制定相關監測稽核、增加緊急職場暴力事件通報系統、新增通報電話記憶口訣、規劃辦理課室教育訓練、新增不法侵害危害辨識風險評估表、擬定網路學習線上課程、研擬職場暴力事件應變實況演練，經改善措施後，職場暴力處置正確率由31.3%提升至86.2%；認知正確率由33.6%提升至96.2%，顯示此專案能有效提升護理人員處理職場暴力事件能力。

"Workplace violence (WPV) is prevalent in the medical workplace. When WPV occurs, it can easily cause physical and mental injuries to medical staff, which results in worsening quality of healthcare. The purpose of this project was to improve the handling competence of nurses against WPV. Previous investigation indicated that only 31.3% of WPV against nurses were adequately managed, which was accessed by handling competence tests. This was caused by: 1. insufficient educational training 2. lack of seed practitioners attending to observe the violence prevention drills 3. only 33.6% of nurses recognizing WPV, 4. lack of instant notification tool for WPV, and 5. paucity of hazard identification and risk assessment to those units of high exposure. Therefore, there was a need in development of this project. In this project, we amended the Workplace Illegally Infringed Plan as well as the Rules Governing Violence, established guidelines for identifying and monitoring WPV, set up emergency violence incidence reporting system, improved phone memorizing tips, scheduled mandatory WPV education courses, established regular hazard identification and risk assessment, performed WPV drills , and developed online learning courses. After implementing this project, 86.2% of WPV were adequately managed and the recognition of WPV also improved from 33.6% to 96.2%. Our results demonstrated that the project effectively improve competence in handling workplace violence incidence of nurses."