【摘要】 关于医院管理的相关研究大多集中在住院系统的资源优化和配置,或是具有预约模式的门诊医疗服务资源优化配置。对于不需要预约的门诊服务系统研究较少,尤其是关于这类门诊服务中隐藏的运行规律方面的研究。在重负载的医院门诊场景下,使用探索性数据分析方法,在数据分析过程中使用回归拟合和关联关系分析等方法。采用医院信息系统中记录的患者在接受门诊服务过程中产生的真实时间戳数据,分析并挖掘医生服务效率与患者流之间的关系,得到服务效率-患者等待队列长度-等待时间三者之间的关系。在此基础上,提出一种具有普适性的描述具有多服务阶段的门诊患者流模型,为医院门诊管理者提供洞察患者流规律的方法。研究结果表明,医生的服务效率随患者等待队列长度的增加而增加,并在到达一定程度后下降,呈倒U形关系;随着患者等待队列长度的增加,患者等待时间呈阶梯形的增长曲线。服务效率与患者流之间存在潜在的关联关系,这一关系可以被用于调整整个门诊系统中不同阶段的服务效率和患者流。研究结果启示医院管理者需要从系统化的高度实现对具有多服务阶段的门诊系统进行运营管理,对于提升医院门诊的服务效率、缓解医疗服务资源供需紧张的状况具有重要作用。更多还原

【Abstract】 Existing studies on hospital management mainly focus on the resource optimization for inpatient system,as well as the outpatient system with patient appointment mode. Few researches have been done on the outpatient system without patient appointment made in advance,especially concerning the featured operational procedures hidden in outpatient system with walk-in service mode.In the scenario of heavy load outpatient system,exploratory data analysis,regression fitting and correlation analysis are adopted in this study. Using real time stamp data of the hospital information system generated for the patient hospital visits,this study mines the relationship between service efficiency and patient flows to identify the relationship among"service efficiency-length of patient queue-and waiting time". Based on this,a general mode on outpatient flows with multi-service-stages of outpatient system is designed to mine the operational procedures for outpatient service system.Data experiment indicates that with the increasing of service efficiency,the length of waiting queue increase and then goes down,as an inverted"U shape". Meanwhile,with the increasing length of waiting queue,the waiting time increases periodically like a"stair shape". Results of this exploratory data analysis show that the service efficiency has potential relationships with the patient flow. This relationship feature can be used to adjust the patient flow and service efficiency in different stages.The study results also indicates hospital management with multi-service-stages of outpatient system from informationalized perspective is of vital importance to increase service efficiency for outpatients and mitigate the hospital services resources.更多还原