提高門診流程效率，減少門診等待時間的建議分析: 以泰國A醫院內科門診為例

Abstract

本論文是一個案例研究論文，有兩個目的，包括確定泰國 A 醫院內科門診目前門診流量的瓶頸，並提出改善或緩解當前門診流量瓶頸的潛在建議。文獻綜述主要是關於運營管理 (OM)，包括過程流程圖 (PFD) 和周期時間，發現它們可有效識別瓶頸和簡化門診流程。 對於方法論，作者對6位在泰國A醫院內科有直接經驗的受訪者進行了深入訪談。研究程序分為3個階段，包括初始過程、數據收集和數據分析。作者總結了訪談中的所有回复，並通過應用文獻綜述部分的運營管理概念或理論，提取了當前門診流量中可發現的當前瓶頸的關鍵見解，以製定對當前門診流量的建議。 匯總結果後，有 2 種不同的門診流量：未預約的新患者或現有患者流量和已預約的現有患者流量。還發現有兩種類型的瓶頸：有可能通過操作級別改進或緩解的瓶頸，以及需要高層管理人員採取行動或決策的瓶頸。然而，本文的局限性在第三章和第五章中也有所體現。

This thesis is a case study thesis with 2 purposes including identifying the bottlenecks from the current outpatient flow in the outpatient clinic, Internal Medicine Department at Hospital A, Thailand, and proposing the potential recommendation to improve or mitigate those bottlenecks from the current outpatient flow. The literature review is mainly about Operations Management (OM) including Process Flow Diagram (PFD) and Cycle Time were found to be effective in identifying bottlenecks and streamlining outpatient flow. For the methodology, the author conducted in-depth interviews with 6 interviewees who have direct experiences with the Internal Medicine Department, Hospital A, Thailand. The research procedures were divided into 3 stages including Initial process, Data collection, and Data analysis. The author summarized all responses from the interviews and extracted key insights into the current bottlenecks that can be found in the current outpatient flow by applying the operations management concepts or theories from the literature review section to develop the recommendation for the current outpatient flow. After summarizing results, there are 2 different outpatient flows: the flow of new or existing patients without an appointment and the flow of existing patients with an appointment. It is also founded that there are 2 types of bottlenecks: the bottlenecks that have the potential to be improved or mitigated by the operational level, and the bottlenecks that need action or decision from the high management level. However, there are limitations in this thesis which are indicated in Chapter 3 and Chapter 5 as well.