基于排队论的挂号资源优化方案设计与实现.pdfVIP

贾末，杨朝玉，王永刚.基于排队论的挂号资源优化方案设计与实现[J].

8U°医疗卫生装备,2020,41(9)：80-82,103.Thesis

基于排队论的挂号资源优化方案设计与实现

贾末打杨朝玉打王永刚2

(1.北京大学第三医院信息管理与大数据中心，北京100191；2.北大医疗信息技术有限公司，

北京100080)

［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。

［关键词］排队论;品管圈；统一号源管理;挂号资源；患者满意度

［中国图书资料分类号］R318；R197.324［文献标志码］A［文章编号］1003-8868(2020)09-0080-04

D0I：10.19745/j.1003-8868.2020211

Designandimplementationofappointmentregistrationoptimization

schemebasedonqueuingtheory

JIAMo1,YANGChao-yu1,WANGYong-gang2

(1.InformationManagementandBigDataCenter,PekingUniversityThirdHospital,Beijing100191,China;

2.PKUHealthcareITCo.,Ltd.,Beijing100080,China)

AbstractThecompositionandcharacteristicsofthequeuingsystemwereclarified.Thefactorsinfluencingthewaitingtime

forqueuingwereanalyzedbasedonqueuingtheory,andtherealfactorsaffectingtheappointmentregistrationrateofthe

doctorweredeterminedwithfishbonediagram.Aunifieddoctorappointmentregistrationmanagementsystemwasproposed

clearlytoenhancetheappointmentregistrationratebyusingthequalitymanagementtoolofthequalitycontrolcircle.The

systemproposedreducedthewaitingtimeforpatientsatthewindow,significantlyimprovedpatientsatisfactionandfurther

promotedthefinemanagementofthehospital.［ChineseMedicalEquipmentJournal,2020,41(9):80-82袁103］

Keywordsqueuingtheory;qualitycontrolcircle;unifiedappointmentregistrationmanagement;registrationresource;pa­

tientsatisfaction

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