门诊预约管理策略评估研究-《中国卫生质量管理》

文章信息/Info

Keywords:: Appointment Period; Queueing Rule; Overall Satisfaction; Simulation Modeling

摘要:: 目的评估分时段预约挂号模式，综合考虑预约时段、排队规则等因素对患者候诊时间的影响。方法基于2016年4月—8月上海某三甲医院某科室普通门诊预约数据，应用排队论和Arena仿真软件建立不同预约号源管理方案模型并求解。结果结合实践需求，提出预约时段长度缩减、非预约局部分立排队及两者混合等3种改善方案，与原预约方案比较显示，非预约患者等候时间由原来的110min分别降为103min、108min、99min。结论3种预约改进策略，经仿真评估后采用了混合策略进行实施，提高了患者综合满意度，促进了门诊患者有序就诊。

Abstract:: ObjectiveTo evaluate the impact of different appointment quota management scheme and queueing rule under the mode of divided-period appointment registration on patients’ waiting time.MethodsUsing queueing theory and Arena simulation software to build and solve a queueing model of general outpatient appointment service under different appointment quota management scheme and queueing rule based on the general outpatient appointment service data of a department in a tertiary hospital in Shanghai from April 2016 to August 2016. ResultsAccording to the practical demand, three different appointment quota management schemes, such as reduction of appointment time length, partial separation of non-appointment, and the combination of the two, were proposed. Compared with the original reservation scheme, the total average of walk-in patients’ waiting time reduced from original 110 min to 103 min, 108 min and 99 min respectively.Conclusion Among the three improving appointment management schemes, the mixed strategy was adopted after the simulation evaluation to improve the patient's overall satisfaction and promote the orderly treatment of outpatient patients.