Research Of Hospital Service Operation Theory And Method On Demand And Ability Management

With the continual development of economy and society, the requirement to hospital has been growing rapidly, therefore, the service function and task of hospital have been extended gradually, and there have been a series of changes on hospital’s management contents, methods and means. Now the important problem that hospital is facing is how to solve the problem of common people called "seeing a doctor is difficult, seeing a doctor is expensive", how to improve the satisfaction degree from patient to hospital service, and how to enhance hospital service efficiency and quality, In this paper, in order to increase patient’s satisfaction degree to hospital service and also improve hospital’s service operation management, demand and ability management theory based model and method are studied.The main content of this dissertation is as the following,(a) Basing on the summary of relative reference, domestic and foreign research on the demand and ability management and hospital service operation management problem is summarized. In order to well know the real situation of hospital service operation management, the facts of appointment®istration management, and also supply-demand match, are investigated and analyzed,(b) Demand and ability management theory based methods and models for hospital service operation management are studied, which includes hospital demand management, medical resource optimal management and business flow optimal management, furthermore, the models suitable to hospital service operation management are analyzed,(c) Demand and ability management theory based appointment®istration management method and medical equipment resource optimal management method are studied,(d) Demand and ability management theory based patient demand transfer management method and medical resource optimal management method are studied. Firstly, with queue theory’s application, patient demand transfer management is studied with model establishment and simulation analysis. Secondly, with queue theory’s application, the diagnosis and treat demand of patient, and also hospital management strategy for doctors, are discussed with model establishment and simulation analysis. Thirdly, also with queuing theory’s application, in-patient’s demand and hospital management strategy for nurses, are discussed with model establishment and simulation analysis.The main conclusions of this dissertation are as the following,(a) Most of the outpatients have known there is appointment method for them, but appointment method’s using rate is very low in fact. The outpatient appointments method can be an important chance to solve the "seeing a doctor is difficult, seeing a doctor is expensive" problem. However, to solve this problem in root, it would need government, patient, and hospital’s working together, at the same time, hospital should endeavor for satisfying patient and offering them more convenience,(b) There is a maximum acceptance patients’number in hospital registration system, and hospital should control patients’number less than the maximum number, otherwise the waiting time of patient would be longer and longer. There is an optimal appointment patients’number in hospital registration system, and any other appointment number would increase the cost of patients’registration. There are two effect factors of optimal appointment patients’number, which are patients’factor and hospital’s factor. The former is the waiting time value of patients, which is positive correlative to the number, and the latter is negative correlative to the number, which are handling charge, service windows for registration, service speed and working time for registration, one of the hospital’s factors which is the patients’total number, is positive correlative to the number. These two effect factors could advance or reduce the optimal appointment patients’ number, so hospital should be taken them into account,(c) Patient’s optimal appointment limitation number and emergency patient’s resource keeping level are existed and the relevant expression equation can be constructed. If patient number is less than the limitation, a new appointment should be accepted, otherwise should be refused. The cost of increasing a patient’s checking was negative correlative to the limitation number, and the cost of refuse a patient, the profit of accept a patient; the cost of medical treatment leave unused was positive correlative to the limitation number,(d) The registration charge’s change can save the waiting time, and improve the satisfaction of patient. After the management of patient’s requirement transfer, total patient number distribution can be balanced instead of fluctuating in one week, which is beneficial to hospital management,(e) The diagnosis and treatment charge’s change can decrease the waiting number of patient who desires to get medical treatment. After changing the charge, doctor’s workload can be balanced instead of fluctuating in one week, which is beneficial to hospital’s doctor resource management,(f) The change of inpatient treatment charge can decrease the waiting number of patient who desires to get treatment as inpatient. After changing the charge, nurse’s workload can be balanced instead of fluctuating in one week, which is beneficial to hospital’s nurse resource management.The innovation points of the dissertation are as the following,(a) In chapter3, the patient’s appointment registration management policy based on Demand and Ability Management was researched, after the service booking introduced from revenue management into hospital service operation management, the cost measurement model was developed, and got:There is a maximum acceptance patients’number in hospital registration system, and any other appointment number would increase the cost of patients’ registration. There are two effect factors of optimal appointment patients’number, which are patients’factor and hospital’s factor,(b) In chapter4, the hospital’s demand and ability management policy based on supply&demand matching was researched, after the supply match with demand introduced from revenue management into hospital service operation management, the service operation model was developed, and got:we could from two aspects to advance the using efficiency, one was advancing the hospital’s service ability in some scope, the other was reducing the service demand randomicity.(c) In chapter5, basing on demand and ability management was introduced into capability management method and decision-tree model, patient optimal appointment limitation decision-tree model was constructed, and got:the expression equations for outpatient optimal appointment limitation number and emergent patient resource keeping level are formed. If patient number is less than the limitation, a new appointment should be accepted, otherwise should be refused. The correlative effect factor can be advanced or reduced to the limitation number from the hospital fact,(d) In chapter6, basing on demand and ability management was introduced into capability management method and queuing model, the indicators for hospital registration queuing system, hospital doctor treatment queuing system and hospital inpatient queuing system are formed, furthermore, patient total wait time cost measurement model, changed registration charge based patient requirement transfer model, changed diagnosis&treat charge based patient demand transfer model and changed inpatient medical nursing charge based patient demand transfer model are established. With simulation for the above model, some methods and strategies are put forward, which are for patient cost minimization, patient seeing-doctor requirement transfer, patient medical treatment requirement transfer and relevant doctor resource matching, and inpatient requirement transfer and relevant nurse resource matching. The above methods and strategies are effective to increase hospital service efficiency and patient seeing-doctor satisfaction degree.In this paper, demand and ability management based hospital service operation management method is analyzed and studied. The whole research work is based on fact survey, indicator system set-up, model and method formation, and simulation analysis etc. The models, method and management strategy constructed and put forward in this paper are valuable to hospital service operation management practice.