兒科病房工級人員出勤作業缺失改善專案

A Project to Improve Pediatric Ward's Janitorial Staff Duties

工級人員是護理工作中不可或缺的輔助人力，若其工作無法有效的統整及運作，則會影響服務品質及工作滿意度。本專案旨在統籌跨單位工級人力運用來改善工級人員出勤作業缺失，以提昇服務品質及工作滿意度。經由調查分析本單位工級人員的出勤作業效率低之原因，包括工級人員不定時出勤次數高、護理站無法掌握出勤後的行蹤、及各護理站工作台物品擺放設置不一。因此專案小組提出解決方案：訂定工級人員共同出勤作業時程表、設計工作日誌及規劃標準一致的護理站工作台，統籌規劃運用四個病房之工級人員出勤作業。經此專案執行後評值結果為：工級人員每天平均不定時出勤次數從改善前165次降為67次；病童家屬對等待工級人員接送的滿意度由68.8%上昇為86.2%；工級人員對出勤作業的滿意度由45.5%上昇為76.2％；護理人員對出勤作業的滿意度也由33.7%上昇為65.2%，達到專案目的，更提昇兒科病童照護品質。

Janitorial staff play an important role assisting nurses in hospitals. If theywork inefficiently, thiswillreduce overall service quality. To improve the efficiency of the pediatric ward's janitorial staff duties, aproject team was established.An investigation of this issue disclosed that the main problems indudedexcessiveunpredictableworkassignments,nursingstationinabilitytocontroljanitorial staffwhereabouts,anda lack of familiaritywith eachward'swork station.We therefore designed a schedule and an on-duty journalfor the janitorial staff of the pediatricward, andformulated a standardworkstation.The results: the frequencyof unpredictablework assignments declined from165 per day to 67; the patient satisfaction rate increasedfrom68.8%to 86.2%; the janitorial staff self-satisfaction rate increased from45.5%to 76.2%; the nursingstaff satisfaction rate increased from 33.7% to 65.2%. The goals have been achieved through suchimplementations andwould also have positive effects on overall service quality.