Appointment Scheduling In Health Care Industry By Using Modeling And Simulation : A Case Study

Norhazwani, Baharudin (2015) Appointment Scheduling In Health Care Industry By Using Modeling And Simulation : A Case Study. Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

In this project, appointment scheduling is system that functionally to arrange the scheduling appointment between customer and doctors. One of the polyclinic community in Melaka been selected as a case study which emphasis in maternal and children health department. The aim of this study to increase the efficiency of appointment scheduling through modelling and simulation methodology. The questionnaire developed to capture the voice of customer about the current appointment scheduling scenario. From this survey, the most type of customer visit maternal and child health department are antenatal and neonatal. Furthermore, mostly customers visit this polyclinics are in morning session and more than 60% of the customer need to spend more than a hour in the system. The parameters that use are duration service time, inter-arrival time and quantity of customer and doctor. All the data collected are normal distribution. Then, data are translated into WITNESS simulation and the main problem identified is the bottlenecks occur at Room 21 (Doctor) and laboratory. Several alternatives recommended in this simulation model are conducted to study the behaviour and performance of the system. By changing the process flow, the number of customer increase to 19.17% by maintaining one doctor with no cost implication. Surprisely, with having two doctors in the system, the number of customer only increase to 6.41%. Hence, the new process flows with one doctor are chosen as best solution in this case studies.

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