Abstract: The appointment service effectively optimizes treatment procedure of outpatient department. Aiming at the characteristics of patients weak consciousness of outpatient appointment and high no-show rate of appointment patients, this paper researches on healthcare provider capacity allocation to match appointment patients and walk-in patients demand, under the condition of adding capacity when patients demand is quiet high. The objective is to maximize expected profit, which is formulated as the total revenue of diagnosing patients minus the cost of adding capacities and rejecting patients.The unimodality of expected profit function is proved in this paper and the condition for the optimal capacity allocation scheme is derived from the property of unimodality. Numerical experiments are conducted to analyze the impacts of different outpatient parameters on capacity allocation scheme. The results show that the demand of two kinds of patients greatly impacts optimal solution, and capacity allocation scheme is more sensitive to no-show under the condition of adding capacity.

Key words: health care operation management, capacity allocation, unimodality, outpatient department appointment, adding capacities

摘要： 预约服务可以有效优化医院门诊就诊流程,针对我国患者预约意识不强和预约患者爽约率高的特点,本文研究患者需求量较高时可以增加号源的条件下,考虑加号和拒绝患者成本,以门诊收益期望最大为目标,匹配预约患者和现场挂号患者需求量的能力分配问题。证明了门诊收益期望函数的单峰性,给出了最优解满足的条件。通过大量数值实验分析不同参数对门诊能力分配方案的影响,结果表明两类患者需求量对能力分配方案有较大影响,可加号情况下能力分配方案对患者爽约更敏感。

关键词: 医疗运作管理, 能力分配, 单峰性, 门诊预约, 加号