摘要目的 运用上海某综合性医院门诊数据,建立该院心血管内科普通门诊实行分时段预约挂号时不同叫号规则下候诊排队仿真模型,分析不同队列的特点.方法 通过HIS系统提取心血管内科某月普通门诊相关数据确定排队模型参数,利用Matlab建立仿真模型,制定混合队列和分立队列两种候诊叫号方案,观察分析不同出诊医生数量、单位时段内不同预约数量时各类型患者的候诊时间变化.结果 以周一上午为例,在两种不同的候诊叫号规则、不同出诊医生数量、单位时段不同预约数量等情况下,模拟预约就诊患者和非预约就诊患者的候诊时间.结论 实行分时段预约挂号,可以有效缩短各类患者的候诊时间；应根据科室的具体情况采用不同的候诊排队方案；仿真模型需在实践中进一步验证和优化.

abstractsObjective To build a simulation model for outpatients queuing,using data from a general outpatient cardiovascular clinic of a general hospital in Shanghai and different rules in the process.The study employs time-interval controlled mode for appointment registration,for the purpose of analyzing characteristics of different queues.Methods Extraction of data of the clinic in a given month by means of HIS system to determine the parameters of the queuing models.Building the simulation model with Matlab to develop the plan of mixed queues and that of discrete queues,for analyzing the waiting time variations,with different number of doctors on duty and different number of appointments in one time interval.Resnlts In the Monday mornings for example,the mean waiting time of appointments or no-appointments are calculated by simulation with different queuing rules,different number of doctors on duty and different appointment quantities of one time interval.Conclusion The mean waiting times of appointments and no-appointments can be both sizably cut short by means of time-interval controlled appointment; different queuing plans are recommended for different departments; the simulation model should be further verified and optimized in practice.