摘要医疗是一个解除患者病痛、保证人民健康的重要服务行业，其中医院则是医生向 患者提供医疗服务的集中场所。我国较大的人口数量使得患者数量多、医疗资源相对 紧张成了不可否认的事实。因此，大部分医院中的就诊患者人数居高不下，常常出现 排队的现象。然而，部分医院的门诊系统分流并不科学，从而导致排队问题更加严重， 结果是排队队列长，等待时间久。本课题研究从某医院门诊系统患者分流情况出发， 通过将排队论运用到对现行分流的研究中和将流程再造运用到对新分流模型的构建中 去，旨在建立更加科学、高效的分流模型，减少排队现象或排队等待时间，提高门诊 医疗服务水平，提升患者就诊满意度，从而进一步缓和紧张的医患关系。83187

毕业论文关键词：排队论；流程再造；分流；医疗

Research on outpatient service system with shunt model in a certain hospital

Abstract Health Care is an important service industry that relieves patient’s pain and guarantees people’s health。 Hospital is the concentrated place to doctors to provide medical services to patient。 Due to the large number of our country’s population, patients more and medical resources relatively scarce became an undeniable fact。 As a result, the amount of the patient in most hospitals is huge and the queue is always long。 Furthermore, part of hospitals’ outpatient service system is not scientific to shunt which worsen the queuing problem and lead to a longer queue and waiting time。 By applying queuing theory to the current distribution model and business process re-engineering(BPR) to the construction of a new one, this topic research starts from the shunt in patient with a hospital outpatient service system, aiming to construct a model with scientificness and efficiency, put an reduction on queuing phenomenon and waiting time。 At the same time, the quality of medical services has been promoted to get a boost in the patient satisfaction and the doctor-patient relationship。

Keywords: queuing theory; BPR; shunt; health care

目录

1 绪论 1

1。1 课题研究背景 1

1。2 课题研究意义 2

1。2。1 课题研究目的 2

1。2。3 课题研究的内容 3

1。2。3 课题研究的意义 3

1。3 国内外研究现状的综述 4

2 分流模型的理论基础 6

2。1 排队论理论基础 6

2。2 业务流程再造理论 9

2。2。1 业务流程再造理论框架 9

2。2。2 业务流程再造步骤设计 10

3 案例分析 12

3。1 某医院基本状况介绍 12

3。2 现行门诊系统的分流模型 14

3。3