An Application of Queuing Theory to Analyze Non-Clinical process in Hospital Operations

Abstract

Waiting is inherent to the services as services are perishable and intangible. The perceived waiting is much more annoying for the patients than the actual waiting time for the patients. The studies had revealed that the subjective waiting time have higher co-relation with the frustration of the patients than the objective waiting time. This parameter was taken care of while giving the recommendations for the improvement of the process efficiency. This study comprises of the in depth analysis of OPD from different dimensions. Basically the calculation of time taken by the outdoor patients at each visit for the Registration, for the new patients and billing for the other patients. The time and delay points in consultation are also calculated. Also, to know about the patients perception on the delay and the probable reason and required solutions for the same. Based on all the observations and data collection performed during the study,a SWOT analysis was also done for the OPD of Fortis escorts Hospital Jaipur( FEHJ). SWOT analysis gives an opportunity to the organization to dissect the complete problem statement and come out with the solutions knowing where the organization can excel and where there is a scope of improvement to make the working and processes better. Finally, after examining the problem analytically using the queuing model, measures were suggested to improve the delay points and make the service system more efficient and to gain a high patient satisfaction rating on which a hospital thrives upon.