系统动力学在医院门诊预约患者管理中的应用研究  

Research on Application of System Dynamics in Hospital Outpatient Appointment Management

作　　者：方嘉琨 FANG Jia-kun(Peking University Hospital of Stomatology)

机构地区：[1]北京大学口腔医院

出　　处：《医院管理论坛》2021年第2期37-39,共3页Hospital Management Forum

摘　　要：目的从患者角度分析预约就诊过程,为提高医院门诊预约服务质量和服务效率提供支持。方法采用系统动力学方法,分析预约就诊过程中的关键性因素及因素之间的关系,建立系统动力学模型。结果将医务人员数量、患者候诊时间、诊疗时间等作为反映医院服务质量和服务效率的重要变量,构建系统动力学模型,根据模型提出缓解预约就诊困难的管理策略。结论医院可以通过提高患者预约就诊率、增加医务人员出诊率、应用先进医疗技术、优化门诊流程等管理策略,建立患者导向的服务流程,满足患者门诊预约就诊需求。Objective To analyze the appointment process from the perspective of patients and provide support for improving the quality and efficiency of hospital outpatient appointment services.Methods The system dynamics method was adopted to analyze the key factors in the appointment process and the relationship among them.A system dynamics model was established.Results The number of medical staff,patient waiting time,and treatment time were taken as important variables reflecting the hospital’s service quality and service efficiency,and a system dynamics model was constructed.Based on the model,management strategies to alleviate the difficulty of appointments were proposed.Conclusion Hospitals can establish a patient-oriented service process to meet the needs of patients for outpatient appointments by increasing the rate of patient appointments,increasing the visiting rate of medical staff,applying advanced medical technology,and optimizing outpatient process.

关 键 词：门诊管理 预约挂号 医院管理 系统动力学 

分 类 号：R197.5[医药卫生—卫生事业管理]