采用排队论优化十堰市某医院门诊采血技师配置对患者满意度的影响

摘要

Objective:To explore the rational allocation of outpatient department blood collection technician of one hospital in Shiyan based on queuing theory and compare the patient satisfaction of outpatient before and after allocating laboratory services. Methods:Time measuring and queuing theory model were applied to calculate commonly used fit index of queuing theory in the technician configuration. The questionnaires were conducted to evaluate patients' satisfaction. Results:Allocating 6 technicians from Monday to Tuesday morning and 5 technicians from Wednesday to Sunday morning were reasonable. The patient satisfaction was improved after adjusting technicians on the basis of queuing theory analysis ( P<0.05) .Conclusion:Queuing theory method can provide reasonable suggestion for staff scheduling,as well as point the new research direction to improve customer satisfaction.%目的：：运用排队论分析十堰市某医院门诊采血技师配置的合理性，比较门诊采血技师配置前后患者满意度的变化。方法：运用工时测量法和排队论模型，计算门诊采血排队系统中的各项运行指标，得出合理的技师配置；运用调查问卷评估患者满意度。结果：每周一至周二上午配置6名技师较为合理；周三至周日上午配置5名技师较为合理。根据排队论分析并调整技师排班后，门诊采血窗口患者满意度得到明显提高( P<0.05)。结论：排队论方法可以合理配置采血室的工作人员，同时为研究患者满意度提供新的方向。