基于满意度的预约门诊排队策略研究

为了推进预约挂号服务在医院有效的应用,本文结合实际情形,提出了病人满意度度量的新指标——加权病人等待时间,建立了以最大化病人满意度为目标的排队模型,并分析了医院目前常用的两种预约排队策略:不同优先级预约排队策略与时间段优先型预约排队策略。通过两种预约策略的比较,得到后者优于前者;通过预约与非预约策略的比较,得到预约策略优于非预约策略。在此基础上,对两种预约策略进行优化分析,求解出两种预约策略分别对应的最佳预约与非预约病人比例。最后,通过数值分析说明了应用预约策略对改善病人等待满意度的合理性及有效性,并对应用预约策略达到更好的满意度提出了可行建议。

Research of Scheduling Outpatient Appointments Based on Patients' Satisfaction

In order to advance the application of appointment strategy in the hospital, we study the degree of patient satisfaction with different appointment strategies in this paper. Considering the practical situation, this paper proposes a new index to measure the degree of patient satisfaction-weighted waiting time, establishes a queuing model aiming at maximizing patients' satisfaction, and analyzes two common appointment strategies used by most hospitals today: one is appointment with multiple priorities; the other is appointment according to different time period. By comparing two appointment strategies and none-appointment strategy, the author proves that appointment according to time is better than appointment with multiple priorities, and both appointment strategies are better than queuing strategies without appointment. Further more, the author make an optimized analysis of the two appointment strategies to get their best proportions of patients with appointment and without appointment respectively so as to provide theoretical foundation for better application of the strategies. Finally, the author demonstrates that the appointment strategy is reasonable and effective with a numerical example.