提高加護病房家屬對治療計劃及病情說明滿意度方案

Improving the Satisfaction in Doctor-Patient Communication within an Intensive Care Unit

醫療環境的急劇蛻變使得醫療市場如服務與製造業邁入全面品質管理時代，除了注重服務的技術外亦重視醫病關係，強調「全面顧客滿意」。本方案目的希望改善加護病房醫護人員對病患及家屬病情說明及治療計劃之溝通，進而提昇家屬之滿意度。方案內容主要針對醫院政策、病房醫護人員、病房環境及設備等影響因素設計介入措施，執行期為民國年月至月，評值期為民國年月至年月。介入措施有效提高家屬之滿意度，由實施前分提高至分，目標達成率，進步率；並將醫護人員與家屬病情說明及治療計劃溝通列為病房標準常規，以減少醫療糾紛發生，確保醫療品質，可供其他加護病房參考。

Like the service and manufacturing industries, rapid changes in the medicalservice environment have driven this market into an era of TQM (Total QualityManagement). In addition to the service skills, by emphasizing the importance ofphysician-patient relationship, one can reach a point of "Total Customer Satisfaction".The purpose of this project is to raise the satisfaction rates of the families by offeringa better explanation/communication of the treatment plan. The project wasconducted between June, 2003 and August, 2003, by implementing the interveningmethods according to the possible influencing factors, such as the hospital's administrationpolicies, physicians/nurses' attitude, and the ward environment and facilities.The project was evaluated between September, 2003, and March, 2004. By introducingthe planed intervention methods of this project, the families' satisfactionrates rose from 4.17 to 4.41(goal reaching rates-114%).We also made it a routinework in the explanation and communication of the treatment plan to the patients'family in our practice.