提升碘131輻射防護病房住院滿意度

Improvement of Patients’ Satisfaction toward the Hospitalization in the Iodine-131 Isotope Care Unit

病人住院滿意度是品質照護重要指標，本院碘131輻射防護病房營運以來抱怨頻傳，故引發改善動機，期望提升住院滿意度，使滿意度偏低項目（醫師電話關心頻率、病房區等候時間、防護病房環境、治療餐點）得分大於等於4分（80%，5分為非常滿意），並將作業流程標準化。本專案小組成員包含內科及核子醫學科醫師、護理人員及營養師，透過多次會議討論、時間表登錄、問卷填寫及分析確認問題，經決策矩陣擬定對策，如：修訂碘131治療病人住院流程及治療餐配送流程、制定問診指引及討論環境改善方案等，執行後住院滿意度由4.10提升至4.35分，病房區等待時間、醫師電話關心頻率及防護病房環境之細項滿意度皆大於等於4分，治療餐滿意度得分（3.8分）雖未達目標值，但改善幅度（18.8%）最為顯著，顯示本專案確實有效提升輻射防護病房住院滿意度。

The satisfaction of patients is a highly relevant indicator for quality of care. The Iodine-131 isotope care unit in our hospital has received many complaints from patients. These conditions induced our motivation to improve patients’ satisfaction and standardize the hospitalization process. The members of this project contained Medical and Nuclear Medicine physicians, nurses and dietitians. The major unsatisfactory items identified from interview, questionnaire survey and reasons analysis were frequency of doctor’s phone call, waiting time for admitting to isotope care unit, ward environment, and diet. Strategies of this project included modifying the process of hospitalization and diet delivery, formulating structured practice guidelines for assessing patients, improving equipment in this ward, etc. After this project, the score of patients’ satisfaction improved from 4.10 to 4.35. The scores of waiting time for admittance to the isotope care unit, frequency of doctor’s phone call and ward environment were all improved above 4. Although the score of diet (3.8) did not approach the goal, the improving percentage was 18.8%. Interdisciplinary communication and teamwork care can enhance patients’ satisfaction.