Abstract: Long waiting time in the patients payment queue can cause dissatisfaction in the patient and even cause the patients to leave the payment queuing system. Based on the study of the stochastic dynamic characteristics of the hospital charging process, a method of setting the hospital toll window based on queuing theory is proposed. With the introduction of the M/M/c/∞/∞/FCFS queuing model, a cost model of queuing system in hospital toll window was formulated. The waiting cost of the patient and the operating cost of the hospital itself are minimized, and probabilistic analysis was carried out on the basis of the optimal model. Finally, the method was tested by taking Tianjin Xiqing Hospital as an example.The results show that the hospital toll window optimization setting not only improves the patient satisfaction degree, but also improves the working efficiency of the toll staff.

Key words: queuing theory, hospital toll window, optimization model