醫院傳送人力資源配置與作業成本最佳化

Labor Cost Optimization for the Transmission Workforce in Hospitals

目的：現今的醫療資源是有限的，醫院主要透過時間、醫療成本、效率等以病患為導向的方法去滿足病患需求及提升病患滿意度，傳送人員為病患與醫療人員之間的橋梁，透過傳送人員傳送病患，以較短的時間抵達醫療地點，並且快速接受醫療服務。本研究運用系統模擬方法分析將傳送人員配置數量及安排於適當的地點，不僅可縮短病患的等候醫療服務時間，更可提升傳送作業效率，也會對醫療成本產生影響。方法：透過系統模擬建構傳送人員作業流程現況，且運用軟體中最佳化工具Optquest 求解最佳化人力資源配置，並改善傳送人員作業成本，及縮短病患等候醫療服務時間。結果：新的人力配置方案改善醫院每月總營運平均成本50,105 元，較原本集中式人力配置改善10％，然而在傳送事件發生頻率較低的情形下，集中式人力配置適合於晚班及夜班傳送人員配置。結論：在醫療產業資源不足的狀況下，妥善的資源配置變為重要的任務，將資源做適當的分配，可使傳送作業更有效率，若不適當的資源配置，則可能造成多餘的人力與成本浪費，本研究提供系統模擬分析方法改善傳送人力資源配置問題，並且達到實際個案結果改善10％。

Purposes: Nowadays, medical resources are limited, and hospital owners primarily follow a customer-oriented approach while considering time, health care costs, and efficiency in order to satisfy customers’ demands and enhance their satisfaction. The transmission workforce in the hospital personnel sent for the transfer of patients and act as a bridge between patients and medical staff, as it is desirable to hasten both the arrival of medical documents and acceptance of medical treatment by patients; thus, the allocation of transmission workforce becomes a very important research issue. Allocating the workforce to the right place will not only shorten waiting times for patients but also allow more transmission jobs to be done and have a direct impact on health care costs. Methods: In this study, we use the simulation technique to determine the status of the transmission workforce and use Opt quest in the Simul8 software to obtain workforce optimization in the hospital, decrease the operating costs of transfer staff, and shorten waiting times for patients. Results: By using the centralized resource allocation model, the later and graveyard shifts were assigned four and three personnel, respectively, which will reduce the hospital costs by NT 50,105 per month and workforce by 10%. We used simulation data for the later and graveyard shifts under low frequency of the workforce demanding. The simulation helped us gain the best results for the centralized resource allocation model, which is fitted to the later and graveyard shifts with the workforce allocation strategy. Conclusions: In the medical services, medical resources are always limited, and in the absence of resources, proper resource allocation becomes an important task for assigning resources to suitable positions and ensuring the smooth running of transmission processes. Improper allocation of resources may lead to unnecessary costs and waste of personnel costs, resulting in rising costs and the burden of health care costs. This study provides a system simulation analysis to improve the allocation problems of the transmission workforce. Also, it achieves 10% improvement of hospital cost in the case outcome.