Abstract
This study aims to demonstrate the use of the discrete event simulation technique as a hospital management support tool, as well as all complex processes existing in a health unit. There must be an analysis of the system as a whole from the perspective of service level provided to patients regarding waiting times. The role of this technique is to show the behavior of a given system. Data were collected from employees of a public Polyclinic, located in a city of the greater Sao Paulo, by means of interviews which questions were prepared to determine the time spent in the processes of the service system. Such data were inserted in the software Arena in flowchart format for analysis and identification of the problem. Since the person responsible for the screening process was overloaded, thus causing longer waiting times for patients submitted for screening, some changes were made in the model in order to propose an improvement, to balance the occupancy levels of the health unit’s staff and, at the same time, reach a shorter withdrawal period of patients throughout the system. Results showed a significant improvement in the performance of the Polyclinic’s system, as well as a subsequent improvement in the level of service provided to patients. Based on this study, one can note that simulation allows for evaluating scenarios and projecting changes that will impact the behavior of a certain system with no physical changes, thus preventing the lack of scientific basis when making management decisions and allowing for improvements.
Highlights
In every organization, it is fundamental to improve processes, service levels, and operation efficiency on a continuous basis
Operations Research (OP) may play an important supportive role through quantitative techniques and tools for the analysis of processes implemented by organizations, allowing for improvements that may not be very clear at first sight
This study shows the implementation of simulation in a public polyclinic
Summary
It is fundamental to improve processes, service levels, and operation efficiency on a continuous basis. It may be difficult to do so when the manager lacks a clear and holistic view of the organization’s operations At this point, Operations Research (OP) may play an important supportive role through quantitative techniques and tools for the analysis of processes implemented by organizations, allowing for improvements that may not be very clear at first sight. In the last few years, there has been increased interest in OP-based techniques, especially because of recent software developments that help with the calculation process of many optimization methods. This is not enough though, since one of the biggest challenges is lack of knowledge in the field, mainly when it comes to simulation techniques. Following the study of the current situation of the unit’s system and the identification of the bottleneck, i.e., the most overloaded employee (including which queue has longer waiting times), system improvements will be proposed in order to remove such bottleneck and balance the occupancy levels of resources available at the Polyclinic, while a greater service level is provided to patients
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