Healthcare at a university is unique because diverse student schedules increase the variability of system arrivals and limited staff causes service delays during certain peak times. Patients can have a better experience by having shorter average waiting times, increased flexibility in appointment scheduling, and decreased instances of re-routing due to misdiagnosis. This study aims to enhance patient experience via a simulation model that considers factors such as staffing levels and classification of patient symptoms to identify key bottlenecks in the system and test alternatives that ultimately reduce the total time in system, improve the overall patient flow, and fully utilize available resources.
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