Using computer simulation to improve patient flow at an outpatient internal medicine department

Abstract

This paper presents the use of discrete-event simulation to support process improvements at an outpatient internal medicine department. This department is significantly effective upon treating patients; however, patient waiting times tend to be longer and consequently patient satisfaction rates continue to decrease. With the aid of this technique, 3 improvement scenarios proposed by medical and administrative staff from this department were designed and simulated including changes related to installed capacity and an emphasis on physicians keeping to the schedule. Statistical analysis of output data evidenced which scenarios resulted in poor performance (statistically equal or higher waiting times) and which strategies caused lower waiting times. In this case, Scenario 3 was selected as the best improvement choice with 71.28 % and 19.28 % reduction in average waiting time and standard deviation respectively. With this approach, inefficient strategies can be avoided and real improvement alternatives can be identified.