Abstract: How to match patients with doctors based on the diversified demand of patients in a reasonable and efficiency way is a significant research problem in healthcare service operation management. For the actual demand between patients and doctors, a method considering the patients' behaviors of appointment is proposed. Firstly, patients are classified based on their appointment behaviors and characteristics. Then, by calculating the deviation degrees between patients and doctors, the satisfaction matrix of patients and doctors is obtained. On this basis, an extended HR algorithm which gives the priority to match patients with an appointment and doctors is proposed. Furthermore, a multi-objective optimization model for matching remaining patients and doctors is built. By solving the model, the optimal matching results can be obtained. Finally, an example is given to show the feasibility and practicability of the proposed method.

Key words: healthcare service, supply and demand matching, extended HR algorithm, multi-objective optimization

摘要： 如何根据患者的差异化需求,撮合医生与患者双方形成合理有效的医疗服务供需匹配,是医疗服务运作管理中重要的研究问题。本文针对医疗服务中医生与患者的实际需求,提出了一种考虑患者预约行为的匹配决策方法。在该方法中,首先依据患者的预约行为及特征分类;然后,通过计算不同情形下医患双方的差异度,获得了医患双方的满意度矩阵;在此基础上,提出了匹配预约患者与医生的E-HR算法,并进一步构建了匹配剩余患者和医生的多目标优化模型,通过模型求解得到最优匹配结果;最后,通过算例说明了本文提出方法的可行性和实用性。

关键词: 医疗服务, 供需匹配, E-HR算法, 多目标优化