降低住院期間醫病溝通之訊息傳遞不正確率

The program aimed to improve doctor and patient communication, enhance doctor and patient relationship, and improve quality of care. The reasons that patients and their families wanted to ask doctors questions in the unit were replacement of primary care givers, forgotten or irregular rounds, resulting in miscommunication between patient and doctor. A questionnaire regarding doctor-patient communication for this situation we administer to garner information about doctor-patient communication. The average rate of miscommunication is 68.5% and average distress 54.69%. Using fishbone diagram to analyze the reasons, the proposed solution included: (a) a schedule of physicians' outpatient services and (b) set up an interactive treatment board. After the implementation of the project, not only was doctor-patient communication increased, the rate of miscommunication dropped from 68.5% to 23.4%, while averagedistress is from 54.69% to 36.25%. 本方案旨在增進醫病溝通之訊息傳遞的成效，以增進醫病關係，提升照護品質。針對於病患及家屬欲詢問醫師問題，因主要照顧者更換、遺忘、查房時間不固定，以致醫病溝通之訊息傳遞不正確，以問卷收集傳遞醫病溝通之訊息傳遞不正確情形與困擾程度之資料，經問卷收集醫病溝通之訊息傳遞平均不正確率為68.5%，困擾度達54.69%。再經專案小組利用特性要因圖分析原因後，提出解決辦法包含：一、製作醫師門診時間表海報；二、設置治療互動板。實施專案改善後，不僅醫病溝通之訊息傳遞不正確率由原來的68.5%降低至23.4%，困擾度也由54.69%下降至36.25%，顯示方案有顯著成效。