基于排队论的门诊化验服务效率评估与改进

目的应用排队论理论和方法分析门诊化验服务效率，提出优化资源配置方案。方法（1）利用Microsoftl软件分别对周一、周三、周五上下午门诊采血窗口患者到达情况及工作人员服务时间分布进行分析：（2）建立排队模型，用TooIPark4．0软件分析流程效率：（3）按原卫生部“三好一满意”活动对门诊排队量化指标的要求，提出流程再造和资源配置方案。结果（1）门诊化验采血窗口患者到达情况服从hiSSOll分布。其入（患者平均每分钟到达率）为3．09人次／分钟、1．80人次／分钟、2．91人次／分钟、1．70人次／分钟、2．40人次／分钟、1．73人次／分钟；（2）采血服务时间服从负指数分布，窗口平均服务率为0．91人／分钟：（3）排队模型对流程效率的分析，除周一上午化验采血窗口劳动强度大（p=87％）、服务效率低（系统空闲率为2％，等待概率为72%）外，其他时间均能满足原卫生部对门诊排队量化指标的要求。结论（1）应根据不同时段．调整和配置相应的资源，周一上午采血窗口应增加1个服务台：（2）采用排队论的理论和方法评价门诊流程效率，提出优化门诊流程绩效是可行的，值得推广。

Evaluation and Improvement of Efficiency of Outpatient Laboratory Service Based on Queuing Theory

Objective Trough using queuing theory to analyze the efficiency of outpatient laboratory services, and to propose resource allocation scheme. Methods （1） Respectively using the Microsoft Excel software on arrival of out-patient window on Monday, Wednesday, Friday morning and afternoon, and analyzing staff service time distri bution analysis; （2） Establishing a queuing model through using Queuing ToolPark4.0 software to analyze process effi- ciency; （3） According to the primary Ministry of Public Health, ＂good service, good quality, good medical ethics and satisfaction of the masses＂ quantitative indicators for outpatient queuing requirements proposed process reengineering and resource allocation scheme. Results （1） Ambulatory blood tests in patients followed the arrival of Windows Pois son distribution. Its value （with an average arrival rate per minute） was 3.09 per/min, 1.80 per/min, 2.91 per/min, 1.70 per/min, 2.40 per/min, and 1.73 per/min. （2） Blood service hours followed negative exponential distribution, and the window for the average service rate was 0.91/min. （3） Queuing model analysis of the efficiency of the process, in addition to blood tests on Monday morning window labor intensity （p=87%）, service efficiency was low; （2% the system was idle, and waiting for a probability was 72%）, and other times can meet the requirements of quantitative indicators for outpatient queuing in primary Ministry of Public Health. Conclusion （1） Based on different times, the appropriate resources should be adjusted and configured; the window should be increased by a blood desk on Monday morning; （2） Through using queuing theory and methods outpatient evaluation process efficiency, optimizing patient flow performance is feasible and is worth popularization.