ارزيابي سيستم نوبت دهي تلفني بيمارستاني با استفاده از تكنيك شبيه سازي و طراحي آزمايش

Evaluation of Hospital Phone Booking System with Simulation Technique and Design of Experiments

در مراكز درماني، مديريت براي رسيدن به اهداف خود به دنبال استقرار سيستم هايي مي باشد تا فضاي مناسب براي ارائه خدمت را فراهم نمايد. از جمله سيستم هايي كه در 5 سال اخير مورد توجه مراكز درماني علي الخصوص بيمارستان ها واقع شده است، سامانه هاي نوبت دهي تلفني ميباشد. هدف اين پژوهش ارزيابي سيستم نوبت دهي تلفني بيمارستاني مي باشد، در اين راستا براي پي بردن به مهم ترين مشكل در سيستم هاي نوبت دهي تلفني كه زمان انتظار بالا و مواجه با اشغالي خطوط مي باشد ، مدل شبيه سازي اين سيستم طراحي شد، سپس اعتبار اين مدل از لحاظ تطابق با واقعيت مورد بررسي قرار گرفت . درنهايت به منظور ارائه راهكارهايي در جهت بهبود عملكرد سيستم موجود، با استفاده از طراحي آزمايش ها ، سناريو هاي پيشنهادي را شبيه سازي نموده و مدل بهبود يافته معرفي گرديد.

Patient satisfaction is a key determinant of quality of care and an important component of pay-for-performance metrics. Under the CMS Hospital Inpatient Value-Based Purchasing (HIVBP) program, Medicare reimbursements are linked to patient satisfaction and surveys completed by patients. Difficulty in rescheduling of booked appointments. Blockage of telephone lines due to excessive incoming calls. Unordered appointment schedules due to lack of coordination between various source of appointment booking. Receiving untimely calls in your home phone or mobile phone seeking appointments It is easily accessible for your patients too to book appointments with you. It provides proper coordination between various sources of appointment booking. For patients, it serves as a multi-faceted Appointment Scheduling System The objective of this paper is the evaluation of Hospital Phone Booking System First with the understanding most important problems In call center units, the simulation model of this system is designed and then validity of this model for adapting it with real system is analyzed. At the end some solutions are presented for improving the performance of system by using design of experiments. The proposed scenarios are simulated and improved model ]s introduced.