Simulation Method to Improve Hospital Service Quality

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.