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  • 學位論文

改善骨科部創傷醫學組門診病人之等候時間-利用系統模擬方法

Outpatient Waiting Time Improvement in Trauma Team of Department of Orthopaedics Surgery – A Simulation Approach

指導教授 : 盧大平

摘要


近幾年醫療競爭的環境下,人們對於醫療品質是日漸受到重視,而等候時間是影響病人滿意度的重要因素,亦是目前醫院門診普遍的問題,根據桃園國軍總醫院對於病人滿意度調查顯示門診等候時間是最不滿意地方,骨科創傷組的現場掛號病人平均等候時間約為2小時。由於醫院同時服務預約和現場掛號病人,現場掛號的數量及到達時間的不確定性可能造成病人等候時間變長的原因,不同於非亞洲大部分國家只接受預約服務制度。 為了能夠改善病人滿意度,本研究利用系統模擬分析方法改善病人等候時間,實施對象為桃園國軍總醫院骨科部創傷醫學組。首先本研究分析創傷組兩位醫師在過去兩個月服務病人的資料,並輸入所建立的門診模型,接著進行模型驗證使其符合現實情況。本研究提出三種不同的情境模擬,一為調整現場掛號和預約的比例,二為調整遲到病人的看診順序並降低遲到率,三為改變現場掛號和預約病人的排隊對列方式,最後使用敏感度分析方法找出最好的結果。 經由上述研究方法,其結果在第一情境裡,可降低現場掛號病人的等候時間約平均53%;第二情境等候時間並無顯著改善;而第三情境亦可降低等候平均約33%。因此,本研究經由這三種不同情境的模擬結果,認為改變現場掛號病人的比例可以大幅度降低病人的等候時間。

並列摘要


In recent years, people have paid attention on the service quality of healthcare providers under the competitive medical service industry. Patient waiting time is a critical factor that affects patients’ satisfaction. Based on Taoyuan Armed Forces General Hospital (TYAFGH) survey questionnaire, it showed that the long waiting time is the major problem of patient dissatisfaction. The average walk-in patient waiting time is approximately 2 hours in trauma team of orthopaedic surgery department. The hospital has a mixed registration type which accepts for both walk-in and scheduled patients. The reason of long waiting time is probably caused by the uncertain number of walk-in patients, or patient arrival time. In order to improve patient satisfaction, this research used a computer simulation approach to simulate all consultation sections of two physicians’ outpatient in trauma team of orthopaedics surgery department in TYAFGH. In the beginning, we analyzed the real data of two physicians during two months to build a valid simulation model. Then, this research applied three main patient scheduling scenarios. The first scenario made adjustments for proportion of walk-in and scheduled patients. The second scenario applied different policies for late patients and then adjusted late patient proportion. Third, this research applied various sequences for walk-in and scheduled patients. Finally, we did sensitivity analysis to find out the influential factor for reducing patient waiting time. The simulation results showed that the improvement of walk-in patient waiting time was average 53% in the first scenario and 33% in the third scenario. The second scenario has not shown effective improvement. Thus, in conclusion, through testing three scenarios, we could find out the adjustment of walk-ins proportion is the best way to improve patient waiting time.

參考文獻


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被引用紀錄


江啟彰(2014)。以醫師觀點探討看診輔助系統建置之研究〔碩士論文,國立中央大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0031-0412201511592867

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