排队论模型在取药窗口优化管理中的应用

Application of queuing theory model in optimization management of drug pickup window

取药窗口是医院文明建设的前沿,解决取药窗口排长队的问题是减少医患纠纷,满足患者需求并最大化利用资源的前提。文章收集顾客的排队时间和服务时间,对比M/M/1、M/M/c和M/D/1排队模型,在不考虑离去、插队等特殊情况下采用先来先服务的服务规则,对模型中排队系统的主要性能指标进行分析,证明将排队论原理运用于取药窗口,可以为取药窗口合理配置排队方案提供理论的依据和现实可行的计算方法。

Taking medicine window is the forefront of hospital civilization construction, and solving the problem of long queues in taking medicine window is the premise to reduce the disputes between doctors and patients, meet the needs of patients and maximize the use of resources. This article collects customers queuing time and service time, uses the M/M/1, M/M/c and M/D/1 queuing model, without considering to leave, jump a queue and the first-come-first-served service rules in other special circumstances. And it analyzes the two main performance index of the queuing system in the model, which is proved that the application of queuing theory to the dispensing window can provide a theoretical basis and a practical calculation method for the rational allocation of queuing scheme in the dispensing window.