Mohd Ariff, Siti Hajar (2023) A simulation study on a queueing system at psychiatric and mental health outpatient department of a general Hospital in South Peninsular Malaysia. Masters thesis, Universiti Tun Hussein Onn Malaysia.

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Abstract

The management of an outpatient department is quite difficult. Despite a shortage of doctors and nurses, the number of patients visiting the outpatient department increases year after year. Long wait times for treatment at the department are always a major issue for management and to make matters worse, the consultation time is always much shorter than the waiting time. Therefore, the purpose of this study is to simulate the queueing system in the Psychiatric and Mental Health outpatient department in a local hospital in South Peninsular Malaysia. Particularly, it aims to analyse the waiting time at the outpatient department and propose potential solution. The Arena simulation software is used to develop a simulation model that illustrates the outpatient department. Arena software is used because it provides graphical simulation-modeling and analysis modules that can be used to build a wide array of simulation models. In addition, data were collected at the outpatient department for a month due to the approval from the Ministry of Health. The data gathered was used in the model improvement process. Then, the data was analysed to present the actual and simulated results. The findings exhibit from the analysis show that long waiting time does exist in the queueing system where patients need to wait more than three hours to receive treatment and two hours just to take the medication at the pharmacy. Based on the analysis of improvement, a solution was proposed to reduce patient waiting time. The proposed improvement was to add a suitable number of servers at the consultation room and pharmacy so that it is possible to be implemented at the Psychiatric and Mental Health outpatient department. This research helped the outpatient department to analyse and evaluate the current queueing system so that the real occurrences would not be interrupted. In all, the study is expected to be helpful as a managerial reference for the administrator of the outpatient department, mainly in reviewing and upgrading the existing queueing system

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