Simulation Model for the Improvement of the Service Times in a Medical Specialty Center

Jorge Chimarro; William Quitiaquez; Erika Pilataxi; Fernando Toapanta-Ramos

doi:10.1007/978-3-031-70981-4_54

Simulation Model for the Improvement of the Service Times in a Medical Specialty Center

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución de conferencia › revisión exhaustiva

Resumen

In the health sector, offering a quality, fast and uncomplicated service is a necessity for any care center, it is important to take advantage of technological tools that allow monitoring and deciding on the processes. In this research, a simulation of the customer service process was carried out using ARENA software, with the aim of improving the customer service process in compliance with a culture of learning and continuous improvement. The simulation results show a 63.5% reduction in patient waiting time, 24.9% in triage, a 70.6% reduction at check-out, and a 12 to 21% reduction in doctor’s attention. With the results obtained, it would determine that the model is valid, being a viable and economical option to improve the customer care process, limited by software restriction and the model complexity.

Idioma original	Inglés
Título de la publicación alojada	Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application
Editores	Marcelo V. Garcia, Carlos Gordón-Gallegos, Asier Salazar-Ramírez, Carlos Nuñez
Editorial	Springer Science and Business Media Deutschland GmbH
Páginas	855-869
Número de páginas	15
ISBN (versión impresa)	9783031709807
DOI	https://doi.org/10.1007/978-3-031-70981-4_54
Estado	Publicada - 2024
Evento	International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023 - Ambato, Ecuador Duración: 6 nov. 2023 → 10 nov. 2023

Serie de la publicación

Nombre	Lecture Notes in Networks and Systems
Volumen	797 LNNS
ISSN (versión impresa)	2367-3370
ISSN (versión digital)	2367-3389

Conferencia

Conferencia	International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023
País/Territorio	Ecuador
Ciudad	Ambato
Período	6/11/23 → 10/11/23

Nota bibliográfica

Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.

Areas de Conocimiento del CACES

2210A Salud y seguridad ocupacional

Acceder al documento

10.1007/978-3-031-70981-4_54

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Citar esto

Chimarro, J., Quitiaquez, W., Pilataxi, E., & Toapanta-Ramos, F. (2024). Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. En M. V. Garcia, C. Gordón-Gallegos, A. Salazar-Ramírez, & C. Nuñez (Eds.), Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application (pp. 855-869). (Lecture Notes in Networks and Systems; Vol. 797 LNNS). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-70981-4_54

Chimarro, Jorge ; Quitiaquez, William ; Pilataxi, Erika et al. / Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. editor / Marcelo V. Garcia ; Carlos Gordón-Gallegos ; Asier Salazar-Ramírez ; Carlos Nuñez. Springer Science and Business Media Deutschland GmbH, 2024. pp. 855-869 (Lecture Notes in Networks and Systems).

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title = "Simulation Model for the Improvement of the Service Times in a Medical Specialty Center",

abstract = "In the health sector, offering a quality, fast and uncomplicated service is a necessity for any care center, it is important to take advantage of technological tools that allow monitoring and deciding on the processes. In this research, a simulation of the customer service process was carried out using ARENA software, with the aim of improving the customer service process in compliance with a culture of learning and continuous improvement. The simulation results show a 63.5\% reduction in patient waiting time, 24.9\% in triage, a 70.6\% reduction at check-out, and a 12 to 21\% reduction in doctor{\textquoteright}s attention. With the results obtained, it would determine that the model is valid, being a viable and economical option to improve the customer care process, limited by software restriction and the model complexity.",

keywords = "Lean healthcare, Rockwell arena, service times",

author = "Jorge Chimarro and William Quitiaquez and Erika Pilataxi and Fernando Toapanta-Ramos",

note = "Publisher Copyright: {\textcopyright} The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.; International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023 ; Conference date: 06-11-2023 Through 10-11-2023",

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Chimarro, J, Quitiaquez, W , Pilataxi, E & Toapanta-Ramos, F 2024, Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. En MV Garcia, C Gordón-Gallegos, A Salazar-Ramírez & C Nuñez (eds.), Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. Lecture Notes in Networks and Systems, vol. 797 LNNS, Springer Science and Business Media Deutschland GmbH, pp. 855-869, International Conference on Computer Science, Electronics and Industrial Engineering, CSEI 2023, Ambato, Ecuador, 6/11/23. https://doi.org/10.1007/978-3-031-70981-4_54

Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. / Chimarro, Jorge; Quitiaquez, William ; Pilataxi, Erika et al.
Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. ed. / Marcelo V. Garcia; Carlos Gordón-Gallegos; Asier Salazar-Ramírez; Carlos Nuñez. Springer Science and Business Media Deutschland GmbH, 2024. p. 855-869 (Lecture Notes in Networks and Systems; Vol. 797 LNNS).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución de conferencia › revisión exhaustiva

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T1 - Simulation Model for the Improvement of the Service Times in a Medical Specialty Center

AU - Chimarro, Jorge

AU - Quitiaquez, William

AU - Pilataxi, Erika

AU - Toapanta-Ramos, Fernando

N1 - Publisher Copyright: © The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.

PY - 2024

Y1 - 2024

N2 - In the health sector, offering a quality, fast and uncomplicated service is a necessity for any care center, it is important to take advantage of technological tools that allow monitoring and deciding on the processes. In this research, a simulation of the customer service process was carried out using ARENA software, with the aim of improving the customer service process in compliance with a culture of learning and continuous improvement. The simulation results show a 63.5% reduction in patient waiting time, 24.9% in triage, a 70.6% reduction at check-out, and a 12 to 21% reduction in doctor’s attention. With the results obtained, it would determine that the model is valid, being a viable and economical option to improve the customer care process, limited by software restriction and the model complexity.

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Chimarro J, Quitiaquez W , Pilataxi E , Toapanta-Ramos F. Simulation Model for the Improvement of the Service Times in a Medical Specialty Center. En Garcia MV, Gordón-Gallegos C, Salazar-Ramírez A, Nuñez C, editores, Proceedings of the International Conference on Computer Science, Electronics and Industrial Engineering (CSEI 2023) - Innovations in Industrial Engineering and Robotics in Industry - Bridging the Gap Between Theory and Practical Application. Springer Science and Business Media Deutschland GmbH. 2024. p. 855-869. (Lecture Notes in Networks and Systems). doi: 10.1007/978-3-031-70981-4_54