关键词: 排队论, 门诊预约, 满意度, 预约策略

Abstract: In order to advance the application of appointment strategy in the hospital, we study the degree of patient satisfaction with different appointment strategies in this paper. Considering the practical situation, this paper proposes a new index to measure the degree of patient satisfaction-weighted waiting time, establishes a queuing model aiming at maximizing patients' satisfaction, and analyzes two common appointment strategies used by most hospitals today: one is appointment with multiple priorities; the other is appointment according to different time period. By comparing two appointment strategies and none-appointment strategy, the author proves that appointment according to time is better than appointment with multiple priorities, and both appointment strategies are better than queuing strategies without appointment. Further more, the author make an optimized analysis of the two appointment strategies to get their best proportions of patients with appointment and without appointment respectively so as to provide theoretical foundation for better application of the strategies. Finally, the author demonstrates that the appointment strategy is reasonable and effective with a numerical example.

Key words: queuing theory, scheduling outpatient appointments, degree of satisfaction, appointments strategy