586 posters, 8 topics, 23 sessions, 1,077 authors, 622 institutions

ISQua's 40th International Conference 2024

24th - 27th September 2024 | Istanbul, Türkiye

P067

Reducing incidents of complaints from customers in the Gastrointestinal Hepatobiliary wards

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Poster Presenter

Chuan-Hui YU

Authors

Chuan-Hui Yu, Shu-Chen Liao, Chiao-Ju Liang

Affiliations

Taipei Veteras General Hospital, Nursing Department Taipei Veterans General Hospital

Part of Topic

Patient Safety & Quality Improvement

Reducing Incidents of Complaints from Customers in the Gastrointestinal Hepatobiliary Wards

Introduction: Improving service processes and quality and establishing a good doctor- patient relationship are the keys to medical services. Analysis: From November 2020 to December 2021 , a certain ward of the Gastroenterology, Hepatobiliary and Biliary Department received a total of 7 complaint cases in the director's mailbox, The content is shown in Table 1, which is higher than 3 cases per ward in the same gastrointestinal, hepatobiliary and biliary ward in the hospital, and higher than the medical records in the past years. Among the complaint cases, there were as many as 5 customer complaint letters complaining about the attitude and poor communication tone of medical staff, indicating that communication between nurses and patients needs to be strengthened.

Aim: In order to reduce the number of customer complaints from patients in the gastrointestinal, hepatobiliary and biliary wards against nurses, this case aims to pursue excellent medical service quality, so the goal is to set the goal of zero customer complaints.

Method: Problems found through questionnaires and on-site inspections include: nurses' lack of empathy and communication skills, failure to establish good relationships with family members, frivolous attitudes, and work interruptions without prioritization are important causes. During the project period from April 1, 2022 to August 31, 2023, Implementation strategy:

•Organize education courses and workshops to improve communication skills. Through video playback and situational exercises, we will improve the communication quality of nurses, implement the standard process of self-introduction, and judge the urgency of work events.

• Post thank-you cards from patients and their families on the ward bulletin board to give feedback to nurses.

• Discharged patients are asked to vote for the nurse with the most touching service. The nurse with the most votes each month will be the service star of the month, and the recognition will be announced in the ward group.

•Push a thought-provoking and inspiring short article or sentence to the line group every month.

Results: Seven complaints were received from the hospital director's mailbox before the improvement, two complaint letters were received during the improvement, and 0 complaint letters were received after the improvement. Secondary results - inpatient satisfaction is 100%. After promoting the project, a total of 10 letters of thanks from patients or family members were received, with an average of one letter per month, an increase of 0.5 letters per month compared with before the project was improved.

Conclusion: After the activity was carried out, the empathy of the ward nurses was aroused and the nursing professional quality was improved, which reduced disputes and improved work morale. For patients, nurses are not only professional, but also have humble and polite professional qualities, which can reduce the anxiety and fear of hospitalization, enhance positive medical experience, and increase hospitalization satisfaction. Therefore, it was promoted in parallel to other wards of the same nature. It is recommended to promote improvement measures and include communication and interaction courses in the training of new and transferred personnel, and encourage nurses to communicate in a friendly manner to improve the quality of medical services.