區域級教學醫院門診作業系統之規劃研究

A Study on the Out-patient Operating System in Regional Teaching Hospital

李俊銘(Chun-Ming Lee)

指導教授 ： 胡黃德

元智大學/工程學院/工業工程與管理學系/碩士(1995年)

摘要

中文摘要： 醫療照護（Health Care）經二個世紀的演變，已從「專
業技術主導」轉型為「顧客導向的服務業」。由於台灣地區經濟快速成長
，生活與教育水準不斷提升，病患對醫療的需求，除了追求醫療品質外，
也逐漸重視要求得到相當水準的服務品質與服務效率。在目前醫療體系中
，醫學中心與區域級教學醫院同時兼具臨床、教學與研究功能。院內醫師
素質得以不斷提升、醫學技術也持續發展，它在醫療服務業中佔有的多種
優勢，使得門診部門湧入大量的病患，卻造成擁擠與等候的詬病，嚴重威
脅到醫院的作業品質與效率。 本研究的重點是以系統模擬技術，實證
模擬區域級教學醫院門診作業系統的作業現況，探討作業瓶頸要因、服務
效率水準、病患等候情況，再提出一系列改進建議方案，進而分析評估改
進方案的模擬結果，作為建立區域級教學醫院門診作業系統的模擬模式，
以為實施改進建議方案的理論依據，來使門診服務量與服務品質符合動態
平衡。本研究所獲之主要成果為： 1.暸解轄區病患疾病分類情形，作
為拓展業務的參考。 2.暸解各診次各科別服務量的分佈情形，以及區
域級教學醫院提供 門診服務的特性，以為人力與設施資源配置規劃
的參考依據。 3.模擬彈性工作時段的概念，應用於資源有限之醫療服
務業以提高 效用。 4.在經濟效益的考量下，維持服務品質的動
態平衡。
英文摘要： In the past two decades, the health care field has
shifted from a professionally dominated service to customer-
oriented service. The rapid economic growth in Taiwan is
accompanied by an upgrade of living and educational standard.
Patients are no longer satisfied by medical care alone but ask
for high qualityand efficient service. Under the present health
care system, medical centers and regional teaching hospitals
fulfil simultaneously bedside, teaching and research purpose.
Medical personal training and knowledge in these hospitals
progress muchfaster than in general clinies, this promotes a
rapid expansion of out-patient consultation in these centers. An
increase in out-patients, however, caused congestion and
prolonged waiting which seriously affected the quality and
efficiency of the out-patient operating system. By using the
simulation technique to understand the actual service quality
and out-patient waiting condition is the purposeof our study in
a model regional teaching hospital. We further investigated the
difficulties encountered while trying to solve such problems.
Several proposals were suggested to improve the quality and
quantity of out-patient service in such hospitals. The
conclusion of our study is as the following: (1) To know
patient''s disease classification as a service promotion
reference. (2) To know the distribution of patients in different
subspecialities and understand the service characteristics
offered by regional teaching hospital, this helps in manpower
and facilities allocation. (3) Attempt the concept of "flexible"
working time to solve the problem of limited medical resources.
(4) To consider the cost-effect of maintaining service quality.

關鍵字

醫療照護 ； 系統模擬 ； 區域級教學醫院 ； 門診 ； 彈性工作時段

並列摘要

無資料

並列關鍵字

Health Care ； System Simulation ； Regional Teaching Hospital ； Out-patient Service ； Flexible Working Time