Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Evaluation of Patients' Queue Environment on Medical Service Using Queueing Theory

대기행렬이론을 활용한 의료서비스 환자 대기환경 평가

  • Yeo, Hyun-Jin (School of Management, Kyung Hee University) ;
  • Bak, Won-Sook (Arthritis and Rheumatism Center, East-West Neo-Medical Center) ;
  • Yoo, Myung-Chul (Dept. of Orthopedic Surgery, College of Medicine, Kyung Hee University) ;
  • Park, Sang-Chan (Dept. of Health Services Management, School of Management, Kyung Hee University) ;
  • Lee, Sang-Chul (Dept. of Business Administration, Korea Christian University)
  • 여현진 (경희대학교 경영대학) ;
  • 박원숙 (강동경희대학교병원 관절.류마티스센터) ;
  • 유명철 (경희대학교 의학전문대학원 정형외과) ;
  • 박상찬 (경희대학교 의료경영학과) ;
  • 이상철 (그리스도대학교 경영학부)
  • Received : 2013.12.31
  • Accepted : 2014.01.09
  • Published : 2014.03.31
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Abstract

Purpose: The purpose of this study is to develop the methods for evaluating patients' queue environment using decision tree and queueing theory. Methods: This study uses CHAID decision tree and M/G/1 queueing theory to estimate pain point and patients waiting time for medical service. This study translates hospital physical data process to logical process to adapt queueing theory. Results: This study indicates that three nodes of the system has predictable problem with patients waiting time and can be improved by relocating patients to other nodes. Conclusion: This study finds out three seek points of the hospital through decision tree analysis and substitution nodes through the queueing theory. Revealing the hospital patients' queue environment, this study has several limitations such as lack of various case and factors.

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References

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