Department of Palliative Care, Osaka Rosai Hospital, 1179-3 Nagasone-cho, Kita-ku, Sakai City, Osaka, Japan.
BMC Palliat Care. 2021 Mar 19;20(1):46. doi: 10.1186/s12904-021-00741-2.
Current consensus recognizes the benefits of early intervention in palliative care consultation teams (PCCTs). As consultants, we should now attempt to improve the quality of our teams by utilizing a method mainly used in the business field. We aimed to investigate the effects of iterative evaluation of customer satisfaction surveys, filled by physicians and ward nurses in this study, for quality improvement of PCCTs.
In October 2019, the participants filled the first questionnaire survey about palliative care and PCCTs at a 678-bed hospital, and improvement areas were uncovered. Refinements were planned and implemented, and then reevaluated using the second questionnaire survey in March 2020.
In addition to the characteristics of our clients evaluated from approximately 500 valid responses, the first survey showed that the response rate of the questionnaire, knowledge of palliative care and PCCTs, and publicity of the PCCT were recognized as issues needing attention. We planned to contrive ways to collect questionnaires, hold monthly workshops for palliative care, launch newsletters of palliative care, and go on client rounds. The second survey revealed improvements in the physicians' response rate (p = 0.02), the accuracy rate of application of PCCTs in Japan (p < 0.01), and ward nurses' confidence in opioid use (p = 0.04) and tendency toward easier accessibility to the PCCT (p = 0.07).
Continual quality improvements through iterative, customer satisfaction survey-driven evaluation are a widely established practice in the business field. By using this appropriately, we could enable PCCTs to improve their quality.
目前的共识认识到在姑息治疗咨询团队（PCCT）中早期干预的益处。作为顾问，我们现在应该尝试通过主要用于商业领域的方法来提高团队的质量。我们旨在调查通过医生和病房护士在这项研究中填写的客户满意度调查的迭代评估对 PCCT 质量改进的影响。
2019 年 10 月，参与者在一家拥有 678 张床位的医院填写了关于姑息治疗和 PCCT 的第一份问卷调查，并发现了改进领域。计划并实施了改进措施，然后在 2020 年 3 月使用第二份问卷调查进行重新评估。
除了从大约 500 份有效回复中评估的客户特征外，第一次调查还表明，问卷的回复率、对姑息治疗和 PCCT 的了解以及 PCCT 的宣传被认为是需要关注的问题。我们计划设计方法来收集问卷、举办每月的姑息治疗研讨会、推出姑息治疗通讯，以及进行客户查房。第二次调查显示，医生的回复率（p=0.02）、日本 PCCT 的应用准确率（p<0.01）以及病房护士对阿片类药物使用的信心（p=0.04）和更容易获得 PCCT 的倾向（p=0.07）有所提高。
通过迭代、客户满意度调查驱动的评估进行持续质量改进是商业领域广泛采用的做法。通过适当使用这种方法，我们可以提高 PCCT 的质量。
