Strength and Limitation of Biological Paradigm during Pandemic of Covid-19: An Application of Queueing Theory

Abstract

The coronavirus disorder is an epidemic induced by the SARS-CoV-2 germ. The health region is recognized as one of the most important areas in the service sector due to its direct connection to human well-being, particularly in context of the pandemic COVID-19. The overcrowding of patients in the patient registration department, outpatient department, and pharmacy department is the most important issue facing hospitals these days. The investigation of the patient registration, outpatient, and pharmacy departments of PIMS hospital in Islamabad and Benazir Bhutto hospital in Rawalpindi served as the foundation for this study. Queuing Theory is an extension of operation research and is concerned with the aspect of queues. Additionally, the multiple-server queueing model is used to calculate the performance parameters. The approach of queuing simulation used in this research deals with multiple queues and multiple server models. Poisson distribution is used to estimate the arrival rate and exponential distribution is used to calculate the service rate. The satisfaction level of patients with hospital services during the pandemic (Omicron duration) is measured through the questionnaire. As compared to other departments, the utilization factor is higher in the pharmacy department in both hospitals. From PIMS hospital 44% of patients are satisfied with the service system while from BBH 40% of patients are satisfied with the service system.