提升某加護病房會客須知介紹之滿意度

The project aims to enhance the understanding of the family of an Intensive Care Unit patient by changing the content of the visitor's notification system in order to improve the satisfaction of family members. In daily practice, the visiting family express fear and helplessness. By an ad hoc analysis, we found that the probable causes to be (1) the visitor notification leaflet does not match the demand, (2) there was a lack of a complete set of instructions, and (3) there was no standard operating procedure (SOP) in visitor guide. After a thorough search of theliterature and a comprehensive discussion, we amended the contents of the visitor notification, introduced a CD-ROM for visitor notification, revised the visitor notification leaflet, and devised a standard visiting procedure. These changes increased satisfaction rate from 54.5% to 87.1%. The project encourages nurses to provide professional information to match with family needs, thus improving the quality of nursing service and the program offers a good example for other sectors with similar characteristics.
本專案旨在提升加護病房家屬對會客須知內容之瞭解，以提升家屬之滿意度。在臨床工作中，發現加護病房家屬會客時，臉上總是充滿了害怕與無助感，經成立專案分析後，發現問題為：1.會客須知單張不符合需求；2.缺乏一套完整的指導工具；3.缺乏介紹會客須知之作業流程。經文獻探討及專案小組討論後，修訂符合家屬需求之會客須知內容，錄製會客須知影音光碟，修訂會客須知衛教手冊，制定會客須知介紹流程，擬定病患資訊標準作業流程表等工具，來改善家屬對會客介紹滿意度偏低之問題，將滿意度由54.5%提升至87.1%。本專案促使護理人員提供專業資訊，滿足家屬需求，進而提高護理服務品質，可做為其他相同特性單位之參考。