PZB-based study of admission medical service quality of falling down accidents – experiences of one local hospital at central part of Taiwan

• Main Authors: Hui-Chen YANG, 楊蕙真
• Other Authors: Chung-Yu Pan
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/20587493329055557072

碩士 === 東海大學 === 工業工程與經營資訊學系 === 97 === In recent years, the medical care concepts of 「PATIENTS-CENTERED」and 「PATIENTS’ SAFETY」are main stream in global medical quality. Falling downs are common accidents on hospitalized patients. In additional to physical injuries, falling downs put a strain on famly and society. Furthermore, it is inestimable at mental and social aspects on patients themselves and their families. Our study is based on PZB service model. We investigated whether there is key service insufficiency factors resulting in our nursing guidances and preventing procedures do not eliminate falling down accidents. Hemi-structural interviews was applied in our study. The interviews introductions at「falling down perceptions」,「execute difficulties of prevention」, 「sieve tools applications」,「nursing introduction comprehension levels」,「falling down informations acquirements」were pre-arranged for administrators, medical service givers, and high-risk admission patients each subgroups The results revealed 6 correlation factors between 「falling down」service quality transmission integrity and passiong down procedures from administrators to nursing staffs. 1. Dubious interpretations at falling down on administrators themselves. 2. Insufficient requirements stricts due to expected stands of administrators. 3. Different points of views about falling down prevention bwtween administrators and nursing staffs. 4. Incomplete effects at executing sieving tools of nursing staffs. 5. Informations transmissions discordancy. 6. Operations standards applicability. Gaps between services quality standards and services transmissions were arised from insufficient requirements stricts and services standards transmissions inaccuracy of nursing staffs due to inadequate confidences at administrators on executing 「falling down」of nursing staffs.In addition, variant points of view between customers’ focuses and service givers leaded to another gaps of services transmissions obstructions. Therefore, present operation standards is not control variables of 「falling down」service effects.