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时间:2019-11-22
《基于满意度的预约门诊排队策略研究》由会员上传分享,免费在线阅读,更多相关内容在学术论文-天天文库。
1、第22卷第2期运筹与管理Vol.22,No.22013年4月OPERATIONSRESEARCHANDMANAGEMENTSCIENCEApr.2013基于满意度的预约门诊排队策略研究1~31~3秦岚,徐寅峰(1.西安交通大学管理学院,陕西西安710049;2.西安交通大学智能网络与网络安全教育部重点实验室,陕西西安710049;3.西安交通大学机械制造系统工程国家重点实验室,陕西西安710049)摘要: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
2、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。关键词:排队论;门诊预约;满意度;预约策略中图分类号:O226文章标识码:A文章编号:1007-3221(2013)02-0135-08ResearchofSchedulingOutpatientAppoint
3、mentsBasedonPatients’Satisfaction1~31~3QINLan,XUYan-feng(1.SchoolofManagement,Xi’anJiaotongUniversity,Xi’an,710049,China;2.MinistryofEducationKeyLabforIntelligentNetworksandNetworkSecurity,Xi’an,710049,China;3.StateKeyLabforManufacturingSys-temsEngineering,Xi’an,710049,China)Abstract:Inordert
4、oadvancetheapplicationofappointmentstrategyinthehospital,westudythedegreeofpa-tientsatisfactionwithdifferentappointmentstrategiesinthispaper.Consideringthepracticalsituation,thispaperproposesanewindextomeasurethedegreeofpatientsatisfaction-weightedwaitingtime,establishesaqueuingmodelaimingatm
5、aximizingpatients’satisfaction,andanalyzestwocommonappointmentstrategiesusedbymosthospitalstoday:oneisappointmentwithmultiplepriorities;theotherisappointmentaccordingtodifferenttimeperiod.Bycomparingtwoappointmentstrategiesandnone-appointmentstrategy,theauthorprovesthatappoint-mentaccordingto
6、timeisbetterthanappointmentwithmultiplepriorities,andbothappointmentstrategiesarebetterthanqueuingstrategieswithoutappointment.Furthermore,theauthormakeanoptimizedanalysisofthetwoappointmentstrategiestogettheirbestproportionsofpatientswithappointmentandwithoutappointmentre-spectivelysoastopro
7、videtheoreticalfoundationforbetterapplicationofthestrategies.Finally,theauthordem-onstratesthattheappointmentstrategyisreasonableandeffectivewithanumericalexample.Keywords:queuingtheory;schedulingoutpatientappointments;degreeofsatisfaction;ap
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