利用门诊综合服务自助平台优化门诊流程实践

Practice of Optimizing Outpatient Service Process Using the Integrated Outpatient Self-service Platform

以扬州市第一人民医院为例,介绍其基于信息化支撑平台的门诊流程优化实践,分析门诊服务自助平台运行现状及存在的问题,基于排队理论中的M/M/s模型,构建医院门诊缴费排队模型,揭示门诊排队缴费问题的特征,研究自助终端的分担率与人工窗口平均队列长和患者平均等待时间之间的关系。

The paper conducts a case study of Yangzhou No.1 People′s Hospital, introduces the practice of outpatient process opti-mization based on informatization support platform, analyzes the operation status of self-service outpatient service platform and existing problems.Based on the M/M/s model in queuing theory, the queuing model of payment for outpatient service in the hospital is construc-ted, the characteristics of queuing payment problems for outpatient service are revealed, the relationship between the sharing rate of self-service terminals and the average length of the queue in service windows, the average waiting time of patients.