門診化療室病人等候化療處置時間之改善方案

An Improvement Program for Shortening the Time of Treatment for Patients at Outpatient Chemotherapy Room after Attending the Clinic

門診化療服務量逐年上升，床位需求量大，連續假期候等候時間更是達4小時以上，由於門診化療壅塞，床位難求，未知的等候時間，使得現場抱怨聲不斷，且門診化療病人從護理站報到至進入治療室這段流程是整體滿意度最低，深入探討確認問題導入解決方案：推動處置預約確知報到時間，機動調派護理人力，等候人數多時增加座位區，每個治療室增設2張座椅為預備區，縮短治療室內處置佔床時間，其成效：（一）接受處置時間預約病人準時治療達96.9％，僅3.1％需等候，且等候時間在20分鐘內；（二）接受處置時間預約病人之滿意度調查結果達97.4％，達到專案目的，有效改善門診化療室壅塞及護理師工作壓力，提升醫療效率及照護品質。

The volume of outpatient chemotherapy service is increasing year by year. There is a huge demand for beds, and the waiting time after a long holiday can be over 4 hours. Due to the congestion of outpatient chemotherapy, limited number of beds, and unknown waiting time, there are always complaints at the scene of outpatient chemotherapy room. Besides, the overall satisfaction toward the process from checking-in at nursing station to entry to the chemotherapy room is the lowest among outpatient chemotherapy patients. This study performed an in-depth investigation to confirm the problems and introduce the solutions: to promote the scheduling for treatment time to control the number of patients checking-in at nursing station, to flexibly dispatch nursing manpower, to increase the seating area when there is a larger number of patients waiting for receiving chemotherapy, to add 2 seats as the preparation area in each chemotherapy room, and to reduce the bed occupancy time in chemotherapy room. The effectiveness: (1) as many as 96.9% of patients accepting the scheduling for treatment time arrived on time for treatment, and only 3.1% of them needed to wait and the waiting time was less than 20 minutes; (2) as many as 97.4% of patients accepting the scheduling for treatment time were satisfied. Therefore, the objective of the program was achieved, the congestion of outpatient chemotherapy room and work stress of nurses were improved, and the medical efficiency and care quality were elevated.