提升癌症資源中心病人服務量及滿意度

Improving the Capability of Patient Service and Satisfaction of Cancer Resource Center

專案目的於提升癌症資源中心（簡稱:癌資中心）病人服務量及服務滿意度。本中心每週服務人次由51人下降至35.08人；護理師服務滿意度由91%下降至75.6%。問題有：護理師的服務態度及專業知識的能力不符合病人及家屬的期待、護理師沒有主動探視病人，並進行癌資中心介紹、癌資中心沒有明確規範護理師常規工作、病人/家屬對癌資中心的認識不足，及宣傳衛教單內容與病人/家屬的認知有差異。解決辦法:每月舉辦癌資中心個案討論會（含服務態度）及指導共識會、修訂癌資中心作業辨法及宣傳衛教單、訓練癌友志工及拍攝服務影片進行宣傳。結果：每週服務人次提升至72.96人；護理師服務滿意度提升至95%，達專案目標。建議可應用於新設置之癌資中心，提升病人服務品質之參考。

"The purpose of this project is to enhance service volume and patient satisfaction of the Cancer Resource Center(hereinafter called as“Resource Center”). The weekly visit number of the center decreases from 51 to 35.08, and patient satisfaction decreased from 91% to 75.6%. The decline in the number of visits and satisfaction is due to low satisfaction with nursing staff’s attitude and ability to provide professional knowledge, lack of initiative to visit patients and introduce Resource Center, no explicit working regulations of the Resource Center, insufficient information of the Resource Center among patients/families, and discrepancies between the contents of the health education leaflet and the perception of the patient/family. Solutions include hold seminars to build consensus among nursing staffs in patient services, revise the operation standards of the center and contents of the health education leaflets, train cancer volunteers, and promote the center by films. The results showed that number of visits per week increased to 72.96 and patient satisfaction increased to 95%. It is suggested that the project model can be applied to newly established Resource Centers as reference to improve the quality of patient service."