Simulation Modeling and Analysis of Multiphase Patient Flow in Obstetrics and Gynecology Department (OG Department) in Specialist Centre

摘要

Managing healthcare facilities especially the outpatient clinics is very complex and demands a more thorough concentration. Long waiting time for treatment at the outpatient department, followed by a short consultation period has long been a common complaint by patients even an appointment system has been implemented. The implementations of an inefficient appointment and inconsistent service times have raised dissatisfaction among patients and thus significantly contribute a huge impact to the healthcare provider. Therefore, this study purposely to analyze the multiphase patient flow system of Obstetrics & Gynecology Department (O&G Department) by developing a simulation model that illustrates the multiphase patient flow using Arena software. This simulation model is used to examine patient flows, especially the patient waiting times. Besides, a total of 120 questionnaires were distributed to patients in order to get their responds and opinions towards the services provided. The information gathered was used to assists in the model improvement process. The results obtained from the simulation model showed that a long waiting time does exist in this multiphase patient flow. Based on the findings, recommended improvement is suggested in order to enhance the quality of services of the O&G Department and it was found that the proposed improvement was effective.