Krenzelok E P, Dean B S
Pittsburgh Poison Center, PA 15213.
Am J Hosp Pharm. 1987 Sep;44(9):2084-6.
Time use by poison information specialists at a poison information center was assessed to determine personnel requirements. To justify the current staff complement, to develop a formula for calculating future needs, and to monitor staff use, a time-use study was conducted by professional management engineers over 8 days in a 24-day period. Equal time was spent during each of three work shifts (0700-1500, 1500-2300, 2300-0700). Of 11 poison information specialists, 9 worked during the study period. Activity was divided into direct (handling poison information calls) and indirect (follow-up calls, quality assurance, continuing education, etc.) categories. Time study calculations for direct activity were based on 324 actual exposure calls. The average time to receive and document an initial poison exposure call was 8.7 minutes (range, 6.6-11.1 minutes). Indirect activity related to those calls averaged 12.9 minutes (range, 5.8-20.7 minutes), for a total of 21.6 minutes per call (87.3% of an eight-hour work shift). Nonproductive activity accounted for 12.7% of the time. Based on a mean (+/- S.D.) daily exposure volume of 104.7 +/- 1.35 calls, it was determined that 5.4 full-time equivalents per day were necessary to respond to an average day's call volume. At this center, the workload management study provided a sound basis for assessing current staffing needs and for justifying future changes in staffing based on actual call volume.
为确定人员需求，对一家毒物信息中心中毒物信息专家的时间使用情况进行了评估。为证明当前的人员配备合理，制定计算未来需求的公式，并监控员工的时间使用情况，专业管理工程师在24天的时间段内进行了为期8天的时间使用研究。三个工作班次（07:00 - 15:00、15:00 - 23:00、23:00 - 07:00）的时间分配均等。11名毒物信息专家中，9人在研究期间工作。活动分为直接活动（处理毒物信息咨询电话）和间接活动（跟进电话、质量保证、继续教育等）两类。直接活动的时间研究计算基于324个实际接触咨询电话。接收并记录一个初始毒物接触咨询电话的平均时间为8.7分钟（范围为6.6 - 11.1分钟）。与这些电话相关的间接活动平均为12.9分钟（范围为5.8 - 20.7分钟），每个电话总计21.6分钟（占八小时工作班次的87.3%）。非生产性活动占总时间的12.7%。基于平均每日接触量为104.7 ± 1.35个电话，确定每天需要5.4个全职等效人员来应对平均一天的电话量。在该中心，工作量管理研究为评估当前人员需求以及根据实际电话量证明未来人员配备的变化提供了可靠依据。
