Abstract
Objective: Emergency care is the frontline of the healthcare system. Taiwanese typically seek emergency care when suffering from an acute or unknown illness, which leads to a large number of emergency patients and the related misallocation of nursing manpower, and the excessive workloads of emergency service providers have become serious issues for Taiwan’s medical institutions. Participants: This study conducted purposive sampling and recruited patients and nursing staffs from the emergency room of a medical center in New Taipei City as the research participants. Methods: This study applied the queueing theory and the derived optimal model to solve the problems of excessive workloads for emergency service providers and misallocation of nursing manpower, in an attempt to provide decision makers with more flexible resource allocation and process improvement suggestions. Results: This study analyzed the causes of emergency service overload and identified solutions for improving nursing manpower utilization. Conclusions: A wait-time model and the queueing theory were used to determine resource parameters for the optimal allocation of patient waiting times and to develop the best model for estimating nursing manpower.
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