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研究生:侯逸
研究生(外文):Yi Hou
論文名稱:醫療機構門診患者建議到診時間與就診次序規則之研究
論文名稱(外文):Study of Suggested Arrival Time and Late Arrival Policy in Healthcare Institution
指導教授:洪一薰洪一薰引用關係
口試委員:黄奎隆余峻瑜丁慶榮
口試日期:2015-07-20
學位類別:碩士
校院名稱:國立臺灣大學
系所名稱:工業工程學研究所
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:英文
論文頁數:55
中文關鍵詞:建議到診時間過號重入法則適應性預期
外文關鍵詞:Appointment scheduling patternLate arrival policyAdaptive expectations
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The rapid population aging problem and the comprehensive medical insurance system in each country exacerbate the burden on healthcare institutions. Cutting down patients’ waiting time and seeking reasonable distribution of doctor’s idle time during clinic operations are two issues of concerns. This study investigates two appointment scheduling patterns, which are used to compute patients’ suggested arrival time, and three late arrival policies, which are used to determine the service order for patients who miss their assigned numbers, in order to find a best combination of them for each particular clinic department.
This study assumes that patients’ decision of arrival time is not a fixed parameter. Instead, it is a variable changing with patients’ number of visits. Patients would adjust their preferred arrival time continuously using incomplete information and previous clinic experiences according to the adaptive expectation theory. We apply a two-stage decision model in which clinic choses one appointment system in the first stage, and then patients decide their arrival times accordingly.
The results reveal that the “plateau-dome” scheduling pattern and three-queue late arrival policy reduce patients’ waiting time more effectively than other strategies. Moreover, distribution of doctor’s idle time is more reasonable when applying “plateau-dome” scheduling pattern than that when using the other appointment scheduling pattern.

Contents
誌謝 i
中文摘要 ii
Abstract iii
Contents iv
List of Figures v
List of Tables vi
1. Introduction 1
2. Appointment scheduling pattern and late arrival policy 6
2.1. Appointment scheduling pattern 6
2.1.1. Uniform pattern 6
2.1.2. “plateau-dome” pattern 6
2.2. Late arrival policy 8
2.2.1. Punishment for passed patients policy 9
2.2.2. Early passed patients innocent policy 9
2.2.3. Priority for early passed patients policy 10
2.3. Scenarios for appointment system 11
3. Model development 12
3.1. Patients’ decision of preferred arrival time 12
3.1.1. Case 1: patients’ assigned numbers are not passed 14
3.1.2. Case 2: patients’ assigned numbers are passed 15
3.2. Appointment system setting in a specific clinic department 17
4. Simulation and results 18
4.1. Parameter setting 19
4.1.1. Service time 19
4.1.2. Clinic duration and number of patients 20
4.1.3. Adjustment coefficient 20
4.1.4. Number of visits 21
4.2. Results and analysis 25
4.2.1. Patients’ waiting time 30
4.2.2. Doctor’s idle time 42
5. Discussion and conclusion 50
References 52

References
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