Use of Queuing Models in Health Care

Vikas Singh, University of Arkansas for Medical Sciences

Abstract

EXECUTIVE SUMMARY

Queuing theory is basically a mathematical approach(falling under the purview of decision analysis or industrial engineering) applied to the analysis of waiting lines. (Kleinrock) “We study the phenomenon of standing, waiting and serving, and we call this study Queuing Theory”, “Any system in which arrivals places demands upon a finite capacity resource may be termed as a queuing system”. In case of health care facilities, it can be found wherever patients arrive or demand for the services randomly, such as emergency room, walk in patients in outpatient setting, for facilities and resource planning, for emergency and disaster management preparedness, etc. The goal of queuing analysis and its application in healthcare organizations is to “minimize costs” to the organization – both tangible and intangible. The costs that are considered are: Capacity costs, waiting costs, the cost of waiting space, cost to the society and the effects of loss of business to healthcare organization if patients refuse to wait and decide to go elsewhere.

This paper is an attempt to analyze the theory and instances of use of queuing theory in healthcare organizations around the world and the benefits accrued from the same. A hypothetical simplistic queuing model is also demonstrated in the literature analysis section to illustrate the point.