의료기관에서의 고객 대기시간 관리 사례연구

Abstract

As the competition of medical market is getting tight, unless medical institutions actively deal with this change of situation, it can be faced with big danger from diminishing business outcome. To solve this problem, medical institutions are coming up with various services for customers, and removing dissatisfaction factors is perceived as important activity for medical service. Among the dissatisfaction factors from customers, because waiting time is the main dissatisfaction factor, managing the waiting time in medical institution is necessary to improve the customer satisfaction. This paper selected 4 tertiary hospitals and 4 general hospitals located at capital area and analyzed the comparison data about applying queueing theory to the strategy of waiting time and examples of managing customer waiting time, by visiting medical institution and interviewing the person in charge. According to research result, it was found out that tertiary hospitals built management system and facility applying cutting edge IT in order to manage customer's waiting time efficiently. However, there were no hospitals which used queueing theory to manage customer's waiting time, which was traditionally used from the companies. The conclusion of this paper is as follows. First, in the medical environment where customers are concentrated to tertiary hospitals, in order for general hospitals to have competitive strength, they need to find out methods of managing waiting time better than tertiary hospitals, and for distinctive management strategy, queueing theory will be useful. Second, to provide high-quality medical service, medical institutions need to collect management strategy based on academic theories rather than based on experience.