Optimizing Patient Waiting Time in the Outpatient Department of a Multi-specialty Indian Hospital: The Role of Technology Adoption and Queue-Based Monte Carlo Simulation

Abstract

Overcrowding in outpatient department of hospitals has created the need for analyzing patient flow for enabling better patient outcomes. Managing queues and minimizing delays will increase patient satisfaction and render better outcomes for both the patient and the hospital. Digitization has led to adoption of technology, although in its nascent stage of implementation across many hospitals in the country. In addition to technological intervention, a quantitative approach to managing patient queues will improve the operational efficiency. In this study, observation data pertaining to time stamps of patient arrivals, service duration and departure were recorded for patients consulting a specialist in the OPD unit. A questionnaire was also administered to staff in the OPD unit through a snowball sampling technique to understand their perception of technological practices adopted in that unit. Further, Monte Carlo simulation technique has been applied to analyze queueing patterns and key performance indicators have been computed to enable the hospital manage patient flow, adopt practices to optimize delays and thereby enhance service operational efficiency.