Abstract: Based on patients' self-reported symptom and knowledge from medical science, and by using quantifiable approach, the study examines the category of diseases and the degree of severity of diseases in the process of the hospital appointment registration. The new approach provides some fundaments for developing advanced hospital outpatient registration appointment system and will help solve the problem of outpatient registration difficulties, improve qualities of medical cares, and optimize application of medical care resources.

Key words: service management, outpatient registration appointment, service system analysis, symptom category, recognition of the severity of disease

摘要： 本文对改善挂号预约系统的模型进行了分析探索。根据病人的自报病情信息及医疗经验信息,通过量化的方法,对挂号预约阶段病人对疾病分类和症状程度划分进行了研究。研究结果有助于改善预约挂号系统。新的方法有助于解决挂号难的问题、有助于医疗服务质量的提高、并且有助于医疗资源的优化利用。

关键词: 服务管理, 门诊挂号预约, 服务系统分析, 疾病分类, 症状程度识别