摘要
目的 分析门诊业务流程的运行规律,探寻流程需要再造的环节点,为门诊资源的优化 配置和流程再造提供科学依据,同时证明采用排队论方法的合理性和可行性。方法采用排队论的理 论与方法,通过随机测量某医院的门诊挂号、划价收费、内科和妇科服务节点的服务时间及患者到达时 间,计算各节点服务强度、平均排队长、平均排队时间、平均逗留时间,服务台空闲概率和顾客到达后需 要等待的概率等运行指标,推算合理的服务台数,并模拟计算患者等待成本和医院服务成本之和的最优 值。结果案例医院当前门诊挂号、划价收费、内科的服务强度、人员配置、排队等候时间等基本合理。 门诊妇科则须再增加一名医生,可提高该环节流程效率,减少患者等待时间及排队长等。当前该院设置 医生不足,医院投入成本较小,而患者因等待而付出的成本偏高。结论 应用排队论的理论与方法评 价门诊服务流程效率合理可行,值得推广。
Objective The paper analyzes the operating patterns of the outpatient process and identifies the links needing reengineering so as to provide scientific basis for the optimal allocation of outpatient resources and process reengineering and prove the rationality and feasibility of using the queuing theory. Methods Using the methods of the queuing theory, the service time and the patients＇ arrival time at such service links as registration, billing and accounting, internal medicine, and gynecology in the outpatient department of a certain hospital were measured and the operational indexes at various links such as service intensity, average queuing length, average queuing time, average stay, probability of the service desks being idle, and the probability of the patients having to wait were calculated so as to estimate the rational number of service desks and the optimal value of the sum of the cost of waiting and the cost of service. Results Registration, billing and accounting, service intensity in internal medicine, personnel allocation, and queuing time were basically rational in the outpatient department of the hospital surveyed. One more physician should be added to the gynecology department so as to improve efficiency and reduce patients＇waiting time and queuing length.. There was currently a shortage of medical staff in the hospital. The cost of hospital input was moderate while the cost of waiting was on the high side. Conclusion It is rational and feasible to evaluate the efficiency of the outpatient process with the methods of the queuing theory. The method deserves to be spread.
出处
《中华医院管理杂志》
北大核心
2005年第12期806-809,共4页
Chinese Journal of Hospital Administration
关键词
排队论
门诊
流程
效率
Queuing theory
Outpatient service
Process
Efficiency
