建置照顧服務員派班管理資訊系統之效益分析－－以某區域教學醫院為例之個案研究

The Establishment and Evaluation of Certified Nursing Assistants Dispatching Management Information System: Case Study of One Hospital

如何在成本考量下滿足病患及家屬的需求，讓照顧服務員可用度(utilization)達到最適化，並兼顧醫院服務品質，節省不必要時間耗費，達到有效管理，是照顧服務員派班管理者重要課題。因此，為達到上述之目的，本研究將針對個案醫院為研究範圍，建置一套照顧服務員派班管理資訊系統，透過電腦輔助該院之護理長以進行照服員派班管理及進行效益分析。本研究將開發雛形系統，並經實際導入個案醫院後評估其效益，為使得系統導入能夠成功，並針對原有的作業流程進行檢討與再設計以配合系統之導入。研究結果顯示本系統除簡化派班流程外，亦縮短派班、人力管理及相關事務工作之時間，對於護理人力的節省有相當的助益。

How to maximize the utilization of Certified Nursing Assistants (CNA), while keeping the service quality of hospitals and considering the patients' needs, is an important issue to all the CNA administrators. However, current CNA assigning operations are mainly manual and time consuming. Therefore, the objective of this research is to establish a CNA dispatching management information system to help CNA administrators assign tasks and manage the CNAs, and to achieve the aforementioned goals. The system development method is the Prototyping method and through actually implement the system, its effects were be evaluated. The research result shows that this system CNA not only simplify the dispatching procedure but also shorten the time needed to save on the human resource costs. The experience learned in this study provides other hospitals which have interests in establishing the CNA management information systems as reference.