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病人候診時間之模擬研究
蘇喜* 李敏禎
Syi Su*, Ming-Gen Lee
國立台灣大學醫療機構管理研究所*，台北市仁愛路一段一號
Insititute of Health Care Organization Adiministration, National Taiwan University, No.1, Jen-Ai Rd, 1St Section, Taipei, Taiwan, R.O.C.
* 通訊作者 Correspond author

本研究以一家醫院中心的家庭醫學科為研究場所，藉由現場時間的記錄，瞭解病人實際等候的狀況，經由看診作業模式的建立，擬改善候診時間的問題，經模擬後，瞭解各種改善方案實施後的結果，並據以建議可改善的方案。本研究資料蒐集的時間有二次，第一次是1994年12月19日至24日收集初診診間(初診病人)的現場時間，第二次是1995年1月12日至24日收集一般診間(複診病人)的現場時間。經模擬後，研究結果發現可改善的方案是：(1)設定醫師的看診量；(2)縮短預約病人到診的間隔時間；(3)提昇預約比率；(4)減少病人遲到的比率。在不改變看診作業及增加人力、設備 成本的情況，可以做以上的改善。 (中華衛誌 1998；17(5)：395-403)

關鍵詞：門診、等候、模擬。

Using simulation method for waiting time analysis
This research takes the family medicine department of a medical center as the subject. On-site observation of outpatient operation was conducted to explore the basic parameters and statistics that could be lent to simulation experiments. Data were collected in two periods. The first run was conducted between Dec. 19-24, 1994 for first-visit patients. The second run was conducted between Jan. 12-24, 1995 for repeated-visit patients. Simulation analysis was performed to describe the actual situation and to explore potential improvement schemes. The following alternatives were found to be helpful in improving the outpatient department's operation: (1)Setting a maximum amount of patient visits for each section. (2)Lessening the interarrival time for pre-registration patients. (3)Increasing the pre-registration rate. (4)Discouraging patients from arriving late. (Chin J Public Health. (Taipei): 1998; 17(5):395-403)

Key words: outpatient department, waiting time, simulation.

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