Callahan N M, Redmon W K
J Appl Behav Anal. 1987 Summer;20(2):193-9. doi: 10.1901/jaba.1987.20-193.
The patient scheduling system in a pediatric outpatient clinic was changed from time-based to problem-based in an A-B-A-B reversal design. During baseline, time-based scheduling was in effect with patients being scheduled in 15-min periods regardless of presenting problem. During intervention, a receptionist matched client problems with time slots so that a more extensive treatment was allocated more time. Problem-based scheduling resulted in a substantial decrease in mean number of minutes spent in clinic across all presenting problems. Waiting time increased to baseline levels when problem-based scheduling was removed and decreased again on reintroduction of the program. A follow-up check conducted 1 month after the end of the second intervention phase revealed that the effects were maintained. The problem-based schedule also resulted in an increase in the proportion of extra time that medical staff had available and produced a positive consumer response.
一家儿科门诊诊所的患者预约系统采用A-B-A-B反转设计，从基于时间的预约改为基于问题的预约。在基线期，采用基于时间的预约方式，无论患者提出何种问题，均按15分钟的时间段进行预约。在干预期，接待员将患者问题与时间段相匹配，以便为更复杂的治疗分配更多时间。基于问题的预约使所有问题患者在诊所花费的平均分钟数大幅减少。取消基于问题的预约后，等待时间增加到基线水平，重新引入该方案后又再次减少。在第二个干预阶段结束1个月后进行的随访检查显示，效果得以维持。基于问题的预约还使医护人员可利用的额外时间比例增加，并获得了患者的积极反馈。
