Simulation Method to Improve Hospital Service Quality

Simulation Method to Improve Hospital Service Quality

Shamsuddin Ahmed (Narsee Monjee Institute of Management Studies, India)
DOI: 10.4018/978-1-5225-2237-9.ch006
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This article presents the results of a simulation model designed to reduce patient waiting time in the emergency department of a hospital in the United Arab Emirates. The process-oriented simulation model shows how the resources in the hospital are inter-related. The model depicts the hospital operating system and its performance and management issues with regards to allocation of human and material resources. Based on results of the simulation, optimized response surfaces are developed to explain patient waiting time and the total time a patient spends in the hospital for treatment. Results of the study can be used by hospital management to reduce patient waiting time and improve service quality by using a mix of operational strategies and resource allocations.
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Literature Review

Healthcare organizations need to incorporate quality indicators into their operational strategy in order to increase customer satisfaction and ensure competitive advantage. Long waiting time in a hospital facility is one of the indicators of poor quality assurance. A number of studies have been conducted on how to improve the deployment of hospital resources and enhance service quality. Mital (2010) used queuing analysis to investigate service quality in a hospital in India. Parameters used in the analysis include mean patient waiting time, average queue length, incidence of long and short delays, etc. The study was able to provide a basis for estimating the medical staff size and number of beds needed to provide good quality service in the hospital.

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