摘要
阐明了排队系统的组成和特征,基于排队论分析了影响排队等候时长的因素,借助鱼骨图确定了影响号源预约率的真因,利用品管圈质量管理工具明确了提升号源预约率应构建统一号源管理系统。通过统一号源管理系统减少了窗口患者排队等候时间,明显提升了患者满意度,有效改善了患者就诊体验,进一步提升了医院精细化管理水平。
The composition and characteristics of the queuing system were clarified.The factors influencing the waiting time for queuing were analyzed based on queuing theory,and the real factors affecting the appointment registration rate of the doctor were determined with fishbone diagram.A unified doctor appointment registration management system was proposed clearly to enhance the appointment registration rate by using the quality management tool of the quality control circle.The system proposed reduced the waiting time for patients at the window,significantly improved patient satisfaction and further promoted the fine management of the hospital.
作者
贾末
杨朝玉
王永刚
JIA Mo;YANG Chao-yu;WANG Yong-gang(Information Management and Big Data Center,Peking University Third Hospital,Beijing 100191,China;PKU Healthcare IT Co.,Ltd.,Beijing 100080,China)
出处
《医疗卫生装备》
CAS
2020年第9期80-82,103,共4页
Chinese Medical Equipment Journal
关键词
排队论
品管圈
统一号源管理
挂号资源
患者满意度
queuing theory
quality control circle
unified appointment registration management
registration resource
patient satisfaction
