本研究以一家醫學中心的家庭醫學科為對象，研究其門診等候的情況。藉由問卷 填寫，以瞭解病人實際候診的狀況、就醫滿意度、認為合理可接受的就醫時間及相關作業流 程。資料蒐集的時間是 83 年 12 月 19 日至 83 年 12 月 24 日，這六天進行問卷填寫。 研究結果 81% 為複診病人；59% 為預約掛號； 預約掛號病人平均候診時間為 40 分鐘，看 診時間約為 5.79 分鐘；而現場掛號病人平均候診時間為 80 分鐘，看診時間約為 7.68 分 鐘；52.6% 的病人對候診間滿意（包括很滿意）；69.1% 的病人對看診時間滿意（包括很滿 意）；50.6% 的病人認為合理的候診時間是 16 ∼ 30 分鐘；49.6% 的病人認為合理的看診 時間是 6 ∼ 10 分鐘。 個案醫院候診的問題有：（１）診間看診量設定不當；（２）建議 預約病人到診的時間太早；（３）現場掛號病人之病歷傳送太慢；（４）候診服務提供不足 。建議方案分二方面，在系統設計方面有：（１）適當之看診量；（２）改善建議預約病人 應到診的時間；（３）插號處理；在作業管理方面有：（１）提高預約掛號病人的比例；（ ２）控制現場掛號病人病歷送達的時間；（３）告知病人候診的時間；（４）改善病人遲到 的情形；（５）提供候診的服務；（６）改善候診的環境。

　　　　　The purpose of this study was to determine outpatients' satisfaction towards waiting time in the Department of Family Medicine of a medical center. A self-administered questionnaire was used to collect information on the waiting time for a medical visit, satisfaction toward medical visit, and reasonable time for a medical visit as perceived by outpatient during the period from December 19 to December 24, 1994. The results showed that 81% of subjects were revisiting patients, and 59% of subjects made reservations for their visits. The average waiting time and consultation time for patients with a reservations were 40 minutes and 5.8 minutes, respectively, while for patients without a reservation were 80 minutes and 7.7 minutes, respectively. 52.6% adn 69.1% of patients were satisfied with the waiting time and consultation time, respectively. 69.1% and 49.6% of patients thought that 16 to 30 minutes and 6 to 10 minutes were reasonable waiting time and consultation time, respectively. The major areas of patients' dissatisfaction included: (1) unreasonable patient volume; (2) a long waiting time; (3) slow delivery of medical records for patients without reservation; and (4) inadequate services for waiting patients. Recommendations for systemic design include: (1) a reasonable patient volume; (2) a more accurate recommended arrival time for consultation; and (3) informing patients of the expected waiting time; (4) promoting patients to visit on time; (5) providing waiting patients with related services; and (6) improving the environment of waiting rooms.