Optimizing Healthcare Service Capacity: A Cost-Benefit Queueing Model for Reducing Patient Waiting Time

Abstract

     Prolonged waiting of patients in service centers represents a problem that most cities in the world suffer from, especially in developing and poor countries. The waiting queue theory plays a significant role in enhancing these services as well as reducing waiting time in other sectors. The present study was conducted at a government medical clinic. After converting the data into tables to determine the type of queuing system, it was determined to be the first type of waiting line  (M/M/1 system). Chi-square test disclosed that the distribution of arrival times followed a Poisson distribution; however,  the service times followed an exponential distribution. QOM-QM Windows software was used to evaluate the performance measures of the system. The analysis revealed that the average queue length in the current system was long, provoking patient dissatisfaction. Moreover, the average waiting time was considerably long as compared to the actual service time provided.      The proposed solution reduced waiting time by 85% and decreased the total system cost by 50%. The study provides the decision-makers with valuable information, such as queuing system tables, cost charts, peak times, and system costs according to the number of centers. Thus, these findings facilitate efficient planning and sustain optimal decision-making.