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門診多媒體叫號系統的使用效益探討 62 究
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The Study on Utility of the Outpatient Department Multimedia

Queuing Signage System

Chiu, Shiao-Hui1* Hu, Yen–Chueh2 Li, Jia-Jen3 Hsu, Ting–Show4

1RN Head Nurse, Pediatric outpatient Department ,Taipei Veteran General Hospital

2 RN, Pediatric outpatient Department, Taipei Veteran General Hospital

3 RN, Pediatric outpatient Department, Taipei Veteran General Hospital

4 RN, Pediatric outpatient Department, Taipei Veteran General Hospital

Abstract

Background: A outpatient department multimedia queuing signage system possesses both scientific and artistic
natures, this study aims at elaborating its functionality by means of improving the equipment to promote service

quality, increasing patient satisfaction.

Purposes: The purposes of this study is to examine functions of the outpatient department multimedia queuing

signage system, as well as to understand visiting satisfaction from Pediatric outpatient department.

A survey with satisfaction questionnaire was conducted at pediatric OPD of a medical center to
Methods:
understand the satisfaction. With the clinic multimedia queuing signage system, nursing instruction was provided and

nursing hours were also recorded, examining the satisfaction with relevant questionnaires.

Results: The outpatient department multimedia queuing signage system possesses various functions such as queuing

numbers, announcement, health education, policy advocacy, etc., with the improved environmental equipment,

satisfaction level with environmental facilities was increased from 81.5% to 95.9%. In providing nursing instruction
by using the outpatient department multimedia queuing signage system, average nursing hours was decreased from 7.5

minutes to 4.9 minutes, and patient satisfaction with nursing instruction was increased from 90.45% to 96.7 %.

Conclusions/Implications for Practice: Besides substituting for conventional queuing function, the outpatient

department multimedia queuing signage system also provides functions such as health-education instruction, health

policy advocacy, etc., effectively using upgraded nursing functionality through the improved environmental facilities
may increase patients ’visiting satisfaction.

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Keywords: outpatient department, multimedia queuing signage system, satisfaction.
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Accepted for publication: June 1 , 2015
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Corresponding author : Chiu, Shiao-Hui
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Address: No.201,Sec.2,ShipaiRd.,BeitouDistrict,TaipeiCity,Taiwan11217,R.O.C
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Tel : 02-28757379; 0938596351
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E-mail : shchiu2@vghtpe.gov.tw
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