考虑随机因素的两阶段服务系统联合预约调度策略研究  

Jointly Appointment Scheduling for Two-phase Service Systems Considering Stochastic Factors

作　　者：陈皇宇 李娜[1] 王韬 CHEN Huangyu;LI Na;WANG Tao(Department of Industrial Engineering&.Management,Shanghai Jiao Tong University,Shanghai 200240,China;Department of Emergency Trauma Center,Tongji Hospital,Shanghai 200065,China)

机构地区：[1]上海交通大学工业工程与管理系,上海200240 [2]上海同济医院创伤中心,上海200065

出　　处：《工业工程与管理》2025年第1期1-10,共10页Industrial Engineering and Management

基　　金：国家自然科学基金资助项目(72171144,72293585,71871138);上海交通大学“交大之星”计划医工交叉研究(YG2022QN004)。

摘　　要：在医院的许多科室中,医学检查和医生诊断是两项必要的服务项目。通常,某一工作日内这些科室中同时存在两类患者。一种是新来的患者,他们来寻求医生的初步诊断。另一种是重访该科室来依次进行医学检查和进一步诊断的患者。近几年,为了缓解系统拥挤,许多医院开始提供预约服务。如何合理调度上述两阶段服务系统中两类患者的预约,成为与患者满意度及系统效率密切相关的关键问题。因此,提出了一种决策两阶段中所有患者预约时间的联合调度策略。考虑到患者的随机服务时间和转移时间,建立了相应的随机规划模型。为了在合理的计算时间内得到高质量调度,设计了一个基于抽样平均近似的混合变邻域搜索-L形算法。基于上海同济医院心血管内科进行了数值实验。提出的联合调度策略被证明可以缩短两类患者看诊的等待时间并提高系统效率。一个管理学观点同时被发现,即为准时到达医生处的患者分配更长的诊断时间是有益的。In many departments of hospitals,medical test and physician diagnosis are two necessary service items.Generally,two types of patients usually exist in these departments simultaneously on a work day.One type refers to the new-coming patients who come for an initial diagnosis of the physicians.And the other type refers to the patients who revisit this department to take medical test and physician's further diagnosis sequentially.In recent years,many hospitals have begun to provide appointment services for the purpose of relieving systems'congestion.And how to schedule the appointments reasonably for those two types of patients in above two-phase service systems becomes a crucial issue,which is closely related to patients'satisfaction and systems'efficiency.Consequently,a jointly scheduling policy which determined the appointment times for all the patients in two service phases was proposed.Considering stochastic service and transfer times of patients,a stochastic programming model was correspondingly established.To obtain a high-quality schedule in reasonable computational time,a SAA(sample average approximation)based on hybrid VNS(variable neighborhood search)-L shape algorithm was also designed.Numerical experiments based on the cardiovascular department of Shanghai Tongji Hospital were conducted.It is proved that the proposed jointly scheduling policy can reduce the waiting time for both types of patients and improve the system's efficiency.A managerial insight is also found.It is beneficial to allocate longer diagnosis time to patients whose arrivals at the physicians are always punctual.

关 键 词：预约调度 随机规划 变邻域搜索 L形算法 

分 类 号：R197.3[医药卫生—卫生事业管理]