提升護理之家入住服務滿意度之改善方案

Enhancing New Resident Check-in Service Satisfaction in a Nursing Home

人口老化及家庭結構改變，機構式照護需求增加，護理之家服務滿意度會影響新住民入住適應，2018年5月本單位新住民入住滿意度調查，其滿意度低3.45分，低於本機構醫品指標4.00分，經分析問題：入住前轉介師無法回答臨床相關細節、護理站無法預知新住民入住日期、入住前體檢繁瑣及報告等候過久、及入住當日繳費流程不熟悉，故本專案目的為提升護理之家入住服務滿意度。專案小組從人、制度、流程面著手改善，增訂「新住民入住護理之家Q&A手冊」、「新住民入住服務作業內容」、修訂「新住民入住前體檢項目」及建置「新住民入住繳費手續標準」等措施，專案結果顯示：服務滿意度由3.45分提升至4.48分，達成預定目標，讓本機構入住服務更臻完善。

The aging population and changing family structure causes the higher needs of institutional care. Service satisfaction of nursing homes can affect new residents’admitted adaptation. Thus, this unit used the results of new residents’admitted satisfaction survey in May 2018 with a low satisfaction 3.45 that was lower than 4.00 of this institution’s medical quality indicator. This problem was analyzed and due to“the referral cannot answer the clinical related detail before moving in,”“the nursing station was unable to predict the arrival date of the new residents in advance,”the trivial physical examination and report was waited too long before admission,”and“unfamiliar with the payment process on the day of check-in.”Therefore, the purpose of this project aimed at enhancing admitted service satisfaction at a nursing home. The team conducted a project to improve the problem from personnel, system, and procedure aspects. The strategies included adding new residents admitted to nursing homes Q&A manual, adding new residents’check-in service content, revising new residents’check-in physical examination items, establishing new residents’check-in payment procedure standard, and etcetera. The results revealed that the service satisfaction was promoted from 3.45 before this project to 4.48 after this project. This result reached the designated goal and was enable check-in service of this institution more perfect.