創新門診候藥時間管理－－「具等候量語音提示機制之門診領藥時間提醒系統」－－以豐原醫院為例

Innovative Waiting Time Management at Outpatient Dispensary -A Reminder System with a Mechanism of Calling Numbers and Displaying Waiting List and Queue Management System

為減少門診領藥民眾因不確定及不公平等待所造成的不安與抱怨，本案創新「具等候量語音提示機制之門診領藥時間提醒系統」，包含「門診領藥時間提醒系統」與「門診領藥等候量之語音提示機制」讓民眾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，以減少不安情緒。並藉資訊科技即時偵測領藥號顯示幕之單雙號差距值及等候人數，當超出管理閾值時，即時自動語音廣播，提醒內部人員留意並互相支援，避免民眾領藥時因單雙號作業速度落差造成之不公平等待而抱怨。本創新設施啟用後，不僅有效降低候藥時間及候藥時間不符合率（候藥時間大於12分鐘發生次數佔總監測次數之百分比），有效減少民眾抱怨，更榮獲經濟部智慧財產局2項新型專利認證，故藉本文分享創意改善經驗。

To eliminate the outpatient’s restlessness and complaints resulting from the uncertainty and unfairness at our hospital’s outpatient dispensary, we devised an innovative reminder system which can call patient numbers, display a waiting list, and estimate the waiting time for each patient waiting. There are two waiting lists--one for odd numbers and the other for even numbers. By viewing a display screen, every outpatient can know exactly how many people are waiting ahead of him. Using a preset parameter, the system can send a voice message to the pharmacists dispatching medicine at the front desk to support each other when the odd-number waiting list has more patients than the even-number list or vice versa. In this way, the progress between the odd-number and even-number waiting lists will be about the same, leading to less restlessness and fewer complaints among the patients. After adopting this system, both the individual’s waiting time and unqualified waiting time (the percentage of the frequency of waiting time exceeding 12 minutes over that of monitored waiting time) were effectively reduced. The system was granted two patents. This article shares the experience of developing this system. (J Med Health. 2016;5(1):101-110)