| Summary: | 碩士 === 中山醫學大學 === 醫療產業科技管理學系碩士班 === 102 === With the advances in medical technologies, almost all medical facilities are now equipped with comprehensive medical hardware. While a majority of the industries nowadays are guided by “customer-oriented” service, the main business goal set by every business operator is to improve customer satisfaction. This is more so for medical service teams. As the patients’ demand for quality medical services increases, programs concerning how to improve healthcare quality, and how to enhance patients’ satisfaction with hospital services, which in turn improves patients’ loyalty to the hospital, have become major business operating targets.
The research target of this paper is the OB/GYN outpatient clinic of a medical center in central Taiwan. This paper adopted the Discrete-Event Orientation Simulation method to deduce the overall clinic-visit process based on the real-life clinic visit data to the department, and to construct a clinic-visit process simulation. The improvement factors of the research were used to formulate improvement solutions, of which the optimal solution was found to reduce time spent for the average clinic-visit and to lower average manpower costs. The result is offered to hospital management as a reference base for decision-making.
Findings of this paper show that clinic-visit process time of Average Clinic-visit Process Time Y1 is the shortest, i.e. when there are 5 outpatient rooms (approx. 7 minutes for a clinic visit), 5 registration/cashier counters (approx. 5 minutes for registration and payment), 3 pharmacy counters (approx. 8 minutes for obtaining medicine) in operation, and a Short Time for health education (approx. 8 minutes for health education). Average Clinic-visit Process Time Y1 is the shortest
The best solution for Average Manpower Cost is the genetic algorithm of Y2, i.e. when there are 3 outpatient rooms, 3 registration/cashier counters, and one pharmacy counter in operation, the lowest average manpower cost can be achieved.
The best solution of Ideal Function Y3 is, when there are 3 outpatient rooms (approx. 11 minutes for clinic visit), 5 registration/cashier counters (approx. 5 minutes for registration and payment), 3 pharmacy counters (approx. 8 minutes for obtaining medicine) in operation, and a Short Time for health education (approx. 8 minutes for health education). The Function in question incorporates the idea of weighted average, which is the optimal compromise between Average Clinic-visit Process Time Y1 and Average Manpower Cost Y2. Therefore, the optimal solution of Ideal Function Y3 is a better choice.
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