时间效用在门诊排队管理中的应用  

Application of Time Utility in Out-patient Queuing System

作　　者：厉譞[1] 苏强[1] 

机构地区：[1]上海交通大学工业工程与管理系,上海200240

出　　处：《工业工程与管理》2007年第6期26-29,49,共5页Industrial Engineering and Management

基　　金：国家自然科学基金项目(70672077);国家自然科学基金项目(70471005)

摘　　要：将基于时间效用的优先级排队策略应用于医院门诊排队管理。目的是在保证候诊队列整体满意度不降低的前提下,最大程度地降低高优先级患者的等候时间。在建立排队模型时,引入时间效用来描述患者的等待满意度,在此基础上建立了基于候诊队列长度的效用函数。然后通过MOS(Mean Opinion Score)法调查患者满意度确定了此时间效用函数的参数,计算出不同候诊队列长度条件下高优先级患者的最大插队位数。仿真实验结果表明,本策略不降低顾客整体满意度,受人群比例影响较小,保证顾客在高峰时段等待时间平稳。A priority queuing model is applied based on time utility in the out-patient waiting room. The aim is to reduce the waiting time of higher class patients without reducing the satisfaction of whole line. The time utility was introduced to describe patients＇ waiting satisfaction at the stage of modeling and the utility function was developed based on queue length. Then the MOS （Mean Opinion Score） method was used to collect the satisfaction data to determine the parameter of this utility function and the maximum queue jumping value of different queue length was calculated. Simulation results show that this strategy maintains the whole satisfaction, suffers little from customer proportion, and ensures customer waiting time stable at rush hour.

关 键 词：医院管理 优先级排队策略 时间效用 患者满意度 

分 类 号：R197.323[医药卫生—卫生事业管理]