利用創新「門診領藥時間提醒系統」提昇門診領藥服務品質

Improving outpatient dispensary service quality by using an innovative “queue management system”

「等候」是許多人就醫過程中不愉快的經驗，尤其無法預知的不確定性等候總令人感到不安，故藉由創新「門診領藥時間提醒系統」，讓病患透過領藥等候區之領藥號顯示幕得知目前等待領藥人數及預計可以領到藥的時間，以緩和病患不安情緒進而減少抱怨。利用傳統的門診領藥號顯示器與醫令系統連線，於候藥區以液晶螢幕顯示「現在領藥號碼」、「目前等候人數」及目前等待中的「個別預計領藥時間」，並於本系統中紀錄所有領藥者之實際等候時間，藉以持續更新內部預設值，減少預估時間與實際值之差異。經設置「門診領藥時間提醒系統」後，接續開發其他相關功能，包括：（1）在系統中紀錄每位領藥者實際領到藥的時間，減少人工監測的人力浪費及誤差；（2）透過本系統，於調劑區設置「目前等待人數」顯示幕，讓藥師隨時掌握目前等待處理的服務量，以機動調整藥師人力並加速作業。故本創新系統可讓病患自行規劃在醫院中的活動，並時時以最新的等待服務量督促藥師加快處理速度，以縮短顧客等候時間。藉由創新設計，可減少病患等候的抱怨，並讓藥師自我督促，以更人性化的管理方式，積極提昇藥事服務品質。

The “waiting” during clinic visit is a very unpleasant experience for many people. The unpredictable uncertainty especially makes them restless. However, with the use of a newly developed “queue management system” in the hospital’s dispensary, the outpatients will be able to see the number of people on the waiting list and the estimated waiting time before receiving their medicine so as to relieve their restless and reduce their complaint. Connect the conventional queue management system in the hospital’s outpatient dispensary with the computerized physician order entry. In the outpatient dispensary’s waiting area, the LED display of the queue management system will show “current number”, “number of people on the waiting list” and “estimated waiting time for each outpatient”. The system keeps track the actual waiting time for each outpatient and constantly updates the system’s original setting in order to minimize the discrepancy between the estimated time and the actual time. Following the installment of the new “queue management system”, more related functions have been developed, including: (1) The system can automatically record the actual waiting time of each outpatient in order to decrease the labor cost incurred from monitoring the data and eliminate man-made errors. (2) Through the system, the medicine dispensing area is also installed a LED display screen showing “the number of people on the waiting list”, so the pharmacists can keep track the service load in the waiting area and adjust manpower to speed up the service accordingly. This way, the outpatients can arrange their other activities in the hospital and the pharmacists can be more efficient in responding to the increasing number of outpatients on the waiting list so as to shorten each outpatient’s waiting time. Through the innovative design, the outpatients will have less complaint while waiting for their medicine. Meanwhile, the pharmacists can discipline themselves for adopting more humane way of management to improve the pharmaceutical service quality.