基于排队论的医院收费窗口优化设置

为解决患者缴费排队时间过长引发患者不满甚至离开缴费排队系统的问题,根据对医院收费过程中随机动态特征的研究,采用排队论的方法对医院窗口优化设置进行研究.通过引入M/M/c/∞/∞/FCFS排队模型,构建基于排队论的医院收费窗口设置优化模型,以患者的等待成本和医院自身的经营成本之和最小为目标进行收费窗口的设置,并在最优模型基础上进行概率分析,最后以天津西青医院为例进行实例分析.结果表明医院收费窗口优化设置不仅提高患者就诊满意程度,而且能够提高收费人员工作效率.

Optimization of hospital toll window setting based on queuing theory

Long waiting time in the patients payment queue can cause dissatisfaction in the patient and even cause the patients to leave the payment queuing system. Based on the study of the stochastic dynamic characteristics of the hospital charging process, a method of setting the hospital toll window based on queuing theory is proposed. With the introduction of the M/M/c/∞/∞/FCFS queuing model, a cost model of queuing system in hospital toll window was formulated. The waiting cost of the patient and the operating cost of the hospital itself are minimized, and probabilistic analysis was carried out on the basis of the optimal model. Finally, the method was tested by taking Tianjin Xiqing Hospital as an example.The results show that the hospital toll window optimization setting not only improves the patient satisfaction degree, but also improves the working efficiency of the toll staff.