Department of Healthcare Administration, College of Management and Healthcare, Asia Eastern University of Science and Technology, No.58, Sec. 2, Sihchuan Rd., Pan-Chiao Dist., New Taipei, 22061, Taiwan, Republic of China.
Department of Management Center, National Chung-Shan Institute of Science & Technology, Taoyuan City, 32546, Taiwan, Republic of China.
BMC Health Serv Res. 2021 Sep 8;21(1):936. doi: 10.1186/s12913-021-06949-5.
This study aimed to reduce the total waiting time for high-end health screening processes.
The subjects of this study were recruited from a health screening center in a tertiary hospital in northern Taiwan from September 2016 to February 2017, where a total of 2342 high-end customers participated. Three policies were adopted for the simulation.
The first policy presented a predetermined proportion of customer types, in which the total waiting time was increased from 72.29 to 83.04 mins. The second policy was based on increased bottleneck resources, which provided significant improvement, decreasing the total waiting time from 72.29 to 28.39 mins. However, this policy also dramatically increased the cost while lowering the utilization of this health screening center. The third policy was adjusting customer arrival times, which significantly reduced the waiting time-with the total waiting time reduced from 72.29 to 55.02 mins. Although the waiting time of this policy was slightly longer than that of the second policy, the additional cost was much lower.
Scheduled arrival intervals could help reduce customer waiting time in the health screening department based on the "first in, first out" rule. The simulation model of this study could be utilized, and the parameters could be modified to comply with different health screening centers to improve processes and service quality.
本研究旨在缩短高端健康检查流程的总等待时间。
本研究的研究对象为 2016 年 9 月至 2017 年 2 月期间在台湾北部一家三甲医院的健康检查中心招募的 2342 名高端客户。模拟采用了三项政策。
第一项政策提出了预定的客户类型比例，总等待时间从 72.29 分钟增加到 83.04 分钟。第二项政策基于增加瓶颈资源，显著缩短了总等待时间，从 72.29 分钟降至 28.39 分钟。然而，该政策也大幅增加了成本，同时降低了该健康检查中心的利用率。第三项政策是调整客户到达时间，大大缩短了等待时间，总等待时间从 72.29 分钟降至 55.02 分钟。虽然该政策的等待时间略长于第二项政策，但额外的成本要低得多。
根据“先到先服务”的原则，预定到达间隔可以帮助减少健康检查部门的客户等待时间。本研究的模拟模型可以使用，并可以修改参数以适应不同的健康检查中心，以改进流程和服务质量。
