THE APPLICATION OF QUEUING THEORY MODEL AND SIMULATION TO DETERMINE PATIENTS WAITING TIME AT THE OUTPATIENT COUNTER: A CASE STUDY OF AYER KEROH PUBLIC HEALTH CLINIC

HAMDAN, NUR SALSABILAH (2017) THE APPLICATION OF QUEUING THEORY MODEL AND SIMULATION TO DETERMINE PATIENTS WAITING TIME AT THE OUTPATIENT COUNTER: A CASE STUDY OF AYER KEROH PUBLIC HEALTH CLINIC. Other thesis, UNIVERSITY TUN HUSSEIN ONN MALAYSIA.

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Abstract

Long waiting time to be served at the outpatient counter is always the main problem faced by the public clinic. Waiting time refers to the time spent by the patient in the queue before the commencement of the service. Outpatient department at public health clinic had the greatest queuing challenge compare to the other units. This situation has been a common complaint by the patients. Therefore, the purpose of this study is to determine the waiting arrival time and service time of patients at the outpatient counter and to model suitable queuing system by using simulation technique. This study was conducted at Ayer Keroh Public Health Clinic in Melaka. This study employed quantitative and simulation method to develop suitable model. The collection of waiting time for this study is based on the arrival rate and service rate of patients at the outpatient counter. The data calculated and analyzed using Microsoft Excel. Based on the analyzed data, then the queuing system of the patient current situation was modeled and simulate using the ARENA software. The result obtained from the simulation model shows that average waiting time of patients in queue is 54.295 minutes with the average total exit patient is 327 patients. Thus, the average service time is 13.481 minutes. This study proved that the clinic has achieved the target adopted by Ministry of Health patient charter with the target of waiting to see the doctor within or less than 60 minutes. The study also addressed a few problem found during the observation and appropriate strategies were formulated to improve the waiting time and utilization percentage were carried out including rearrange the schedule of resources. The outcome of this study can be used by Ministry of Health to improve public health clinic services and plan their resources wisely.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
T Technology > TS Manufactures
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 21 Feb 2018 16:55
Last Modified: 21 Feb 2018 16:55
URI: http://ethesis.uthm.edu.my/id/eprint/400

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