3/5 Ivy L. 1 year ago on Google
(Translated
by
Google)
Thank
you
for
your
reply
Regarding
the
on-site
situation
of
your
clinic,
I
am
sure
that
in
the
past
few
months,
at
least
Thursday
evening
consultations
have
been
the
norm,
because
my
mother
regularly
returns
for
consultations
on
Thursday
evenings.
I
am
also
sure
that
you
have
a
lot
of
room
for
improvement,
because
I
saw
it
in
another
clinic
in
the
southern
district
three
years
ago,
and
they
did
not
have
the
chaotic
situation
of
your
clinic
(there
are
also
many
patients).
Ps.
Your
clinic
is
located
in
Yongkang
District.
Is
the
southern
district
you
mean
Xinan?
In
addition,
if
you
feel
that
the
manpower
has
been
fully
allocated,
it
is
recommended
that
you
consult
with
a
friend
who
is
related
to
management,
and
ask
him
to
observe
on-site,
and
then
provide
information
on
your
clinic’s
processing
flow,
peak
time
configuration,
and
family
members’
waiting
lines,
etc.,
so
that
you
can
start
to
improve
suggestion.
-----------------------------------------
The
doctor
will
see
it
when
it
is
full,
but
there
is
a
big
problem
with
the
manpower
allocation
at
the
counter
of
this
clinic.
Based
on
the
consideration
of
Cost
Down,
the
managers
may
adopt
a
manpower
reduction
plan
to
push
the
nurses
at
the
counter
to
a
very
tight
state.
The
managers
did
not
take
into
account
the
particularity
of
the
physical
and
mental
clinics,
and
should
adopt
a
loose
manpower
plan.
What
is
so
special
about
the
Psychosomatic
Clinic?
Because
the
patient's
cognitive
or
emotional
valve
is
often
too
low
or
overly
sensitive,
the
explanation
should
match
the
response
speed
and
emotion
of
the
person
concerned
so
that
he
can
understand
and
accept
it.
(Whether
it
is
the
first
visit,
follow-up
visit,
or
receiving
medicine
in
this
clinic,
the
nurses
use
high-efficiency,
high-pressure
tension
to
deal
with
it
quickly.)
My
mother
went
to
the
clinic
to
register
for
the
first
visit
during
the
day.
When
she
went
to
the
clinic
at
night,
the
nurse
told
her
that
the
first
visit
was
full
at
night
and
asked
her
to
come
back
another
day.
Fortunately,
she
insisted
on
the
nurse
at
the
counter
to
check,
and
her
name
was
on
the
late
first
visit.
The
situation
at
that
time
was
that
the
nurse
only
asked
her
if
she
had
registered
in
advance,
but
she
was
not
sure,
so
the
nurse
didn't
want
to
confirm,
and
the
two
parties
were
at
a
stalemate
due
to
emotional
tension
and
cognitive
gap.
Later,
after
learning
about
the
poor
handling
process
of
the
clinic,
I
tried
to
accompany
her
to
the
clinic
as
much
as
possible.
The
registration
process
at
night
is
also
of
the
same
quality.
A
bunch
of
people
gather
around
the
counter
after
putting
in
their
health
insurance
cards
and
dare
not
leave,
because
the
nurse
calls
their
names
in
a
low
volume,
so
you
won’t
be
able
to
hear
them
if
you
sit
inside,
but
there
are
a
lot
of
people
during
registration.
The
situation,
the
clinic
does
not
have
additional
support
personnel
for
explanations,
so
as
long
as
any
situation
occurs,
the
whole
process
will
be
stuck
for
3
to
5
minutes.
After
everyone
puts
out
the
health
insurance
card
at
7
o'clock,
they
have
to
obediently
surround
the
counter,
standing
still
one
after
another
until
half
past
seven.
When
receiving
the
medicine,
if
you
want
to
confirm
the
effect
and
usage
of
the
medicine,
the
nurse
will
tell
you
to
see
it
yourself
and
take
it
according
to
the
dosage.
Usually,
the
cognition
and
thinking
of
patients
with
physical
and
mental
diseases
are
fragile.
Therefore,
taking
medicine
regularly
is
related
to
his
trust
and
confidence
in
the
medicine.
I
would
like
to
ask
clearly,
so
that
I
can
help
my
mother
explain
and
clarify
the
role
of
the
medicine
after
returning
home,
and
improve
the
regularity.
I
am
willing
to
take
the
medicine,
but
due
to
the
nurse’s
reaction,
I
had
no
choice
but
to
go
home
and
look
at
the
medicine
list,
use
the
Internet
to
slowly
check
the
effect
of
the
medicine
and
the
purpose
of
taking
the
medicine,
and
then
explain
it
to
my
mother.
If
the
patients
in
this
clinic
do
not
have
relevant
abilities,
they
must
either
obey
the
authority
sufficiently,
or
they
must
resign
themselves
to
their
fate!
In
this
clinic,
the
clinic
manager
has
to
bear
most
of
the
responsibilities
for
the
complaints
from
the
nurses
and
counter
staff.
Turn
a
blind
eye
to
the
image
and
let
it
go.
I
think
this
clinic
may
not
have
basic
cognitive
training
for
nurses
and
counter
staff
on
how
to
talk
to
psychosomatic
patients
and
the
common
obstacles
of
psychosomatic
patients!
(Original)
謝謝你的回覆
關於貴診所的現場狀況，我很確定這數月以來，至少週四晚診是常態，因為我媽媽固定週四晚回診。
我也很確定你們有極大的改善空間，因為我三年前是在南區另一家看的，他們並無貴診所這種混亂的情形（病患也是很多）。
Ps.你們的診所是位在永康區，您說的南區是溪南嗎？
另外，若您覺得人力已充分配置，建議您向管理專業相關的朋友諮詢一下，請他至現場觀察後，再提供貴診所處理流程和巔峰時間配置，以及家屬等待動線等事項，能著手改善的建議。
-----------------------------------------
醫生滿會看的，但是這家診所的櫃檯人力配置有很大的問題。
管理者可能是基於Cost
Down的考量，採取人力緊縮方案，將櫃檯護理人員壓到很緊繃的狀態。
管理者並未考量到身心科診所的特殊性，應該採取人力寬鬆的方案。
身心科診所有何特殊性呢？
因為患者的認知或情緒閥常處於過低或過度敏感，因此對其的解說，需配合當事人的反應速度和情緒去解釋，讓他能理解接受。
(這家診所無論是初診、複診、領藥這部分都是護理師採取高效、高壓張力，在快刀斬亂麻的處理。)
我媽當時初診白天有先去該診所掛號，晚上去的時候，護理師說晚上初診已滿叫她改天再來。
幸好她在櫃檯堅持護理師才去查，晚初診有她的名字。
當時的狀況，就是護理師只問她是否有事先掛號，但她不確定，因此護理師不想做確認動作，雙方因此情緒張力和認知落差僵持在那裡。
後來知道該診所糟糕的處理流程後，我就儘量陪同她去看診。
晚上看診的掛號流程也是同樣品質，一堆人放完健保卡後圍在櫃檯邊不敢走，因為護理師叫名字的聲量不大，坐太裡面會聽不到，但是掛號時有很多狀況，診所沒配置額外支援解說的人員，因此只要出現任一個狀況，就會卡住整個流程3～5分鐘，大家七點放完健保卡，就得乖乖圍在櫃檯附近，陸陸續續呆站到七點半。
領藥時，想確認藥物效果和用法，護理師會說自己看，按照劑量吃。
通常身心疾患者的認知和思維有其脆弱性，因此規律服藥與他對藥物的信任度和信心有關，我會想問清楚，是這樣可以回家後幫媽媽解釋、釐清藥物的作用，提高規律服藥的意願，但礙於護理師這樣的反應，我也只好回家對著藥單，用網路慢慢查藥物作用和投藥目的，再解釋給媽媽聽。
該診所的患者，如果沒有相關能力，要嘛對權威服從度要夠高，要嘛就聽天由命囉！
這家診所對護理師和櫃檯人員的抱怨，診所管理者要付絕大部份責任，管理者對事務處理流程和人力配置有優化和檢視的義務，但這家診所的管理者卻對這些亂象視而不見，聽之任之。
我想這家診所對護理師和櫃檯人員可能也沒有針對如何和身心科患者對話，以及身心科患者常見障礙的基本認知培訓吧！
9 people found this review helpful 👍
