Networks of queues with multiple customer types: application in emergency departments

Abstract

Emergency Departments (EDs) have become a useful way to access hospitals and they are the subject of study of many researchers. The research developed in this paper aims to improve the performance of the ED of Habib Bourguiba Sfax Hospital through an analytical method. A network of queues with multiple customer types is proposed. Different indicators of performance are used. We illustrate here multiclass networks of queues. The ED of Habib Bourguiba Sfax Hospital presents two types of patients: urgent cases and non-urgent cases. The discipline of the department is First-Come, First-Served (FCFS). Following William's (1991) procedure, we obtain results based on the diagnosis of the specialist (first step/evaluation) and then diagnosis of the general physician (second step/additional evaluation.) The two evaluations are commonly the procedures that patients have to endure and more often than not this process makes them wait a long time for care service; this finding confirms the results given by the Witness simulation model.