縮短婦癌病人門診化療等待時間之改善專案

Strategy for Shortening the Outpatient Chemotherapy Waiting Time for Patients with Gynecological Cancer

近年醫療照護品質逐漸受到重視，各項服務品質指標中，「等待時間」是病人感受重要項目之一，在門診候診區時常聽到婦癌病人抱怨等待門診化療時間過久。2019 年11 月到2019 年12 月調查婦癌門診化療病人平均等待時間為109 分鐘，整體門診化療流程滿意度為57.3％，分析等待過久的原因有：1. 抽血等待時間太久、2. 門診等待時間太長、3. 繳費方式以臨櫃排隊繳費居多、4. 無專屬化療床位、5. 無專人協助化療排程。因此制定此專案目的來縮短門診化療等待時間，以提升病人滿意度。擬定解決措施：1. 增設化療專屬抽血櫃檯、2. 增設化療保留號掛號程序、3. 宣導病人使用多元繳費方式、4. 增設婦癌門診化療保留床位、5. 由個管師負責化療排程及排程系統化，藉由專案推展將婦癌門診化療病人的等待時間從109 分鐘縮短至60 分鐘，效果持續維持中，婦癌門診化療流程滿意度調查，達滿意及以上占比從 57.3% 提升至90%。

In recent years, quality of medical care has gradually received increasing attention. Among various service quality indicators, ''waiting time'' is a factor that patients care about the most. Gynecological cancer patients frequently complained about the long waiting time for outpatient chemotherapy procedure. From November 2019 to December 2019, we investigated the reasons for prolonged waiting time of outpatient chemotherapy in gynecological cancer patients. The average waiting time was 109 minutes, and the initial overall outpatient chemotherapy process satisfaction rate was 57.3%. The purpose of this project is to shorten the waiting time for outpatient chemotherapy and improve patient satisfaction. We analyzed the reasons for waiting time and formulated the following: 1)Long wait time for blood sampling 2)Long wait time for outpatient visit 3)Waiting in line to pay at cashier 4)No allocated beds for outpatient chemotherapy 5)No specific personnel to arrange chemotherapy schedule. So we proposed the following solutions 1)Set a blood sampling counter for chemotherapy patients 2)Add a reserved number registration for chemotherapy patients at the outpatient department 3)Advocate the use of automatic payment systems or credit card use 4)Add more reserved beds for gynecological outpatient chemotherapy 5)Having a case manager responsible for chemotherapy scheduling. The promotion of this project effectively shortened the average waiting time of gynecological cancer outpatient chemotherapy from 109 minutes to 60 minutes, and improved the overall outpatient chemotherapy process satisfaction rate from 57.3% to 90.0%.