Service Performance Improvement Model: The Case of Teklehaymanot General Hospital

سال انتشار: 1397
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 288

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شناسه ملی سند علمی:

JR_JOIE-11-1_002

تاریخ نمایه سازی: 22 آبان 1397

چکیده مقاله:

In service sector, there are challenges in keeping an optimum balance between customers demand and availability of resources. This problem isgoing to be more intense in the health sector due to the fact that both arrival and service times are random. Therefore, designing the serviceenvironment by keeping the optimum balance between customers’ demand and available resources is becoming a series problem inTeklehaymanot General Hospital. This paper tries to develop a model that investigates the performances of Teklehaymanot General Hospitaland determines the optimum number of specialist doctors based on their respective workload. To address this objective, the study develops amodel using Arena Simulation Software that considers the real working environment and scenario of Teklehaymanot General Hospital. For thepurpose of this research, three years’ secondary data that include the type of services and number of specialized doctors under each servicechannel are collected from the hospital records and fitted to the model. The findings of the study show that there are unbalanced distributions onthe daily workload among specialist doctors and extended long waiting time of patients in Teklehaymanot General Hospital. It reveals thatspecialist doctors who are working in pre-breast center, Hematology oncology imaging, neurology, obstetrics & gynecology, ophthalmology,pulmonology, urgent care, urology and women’s imaging are relatively overloaded, whereas those who are working in ENTAllergy Audiology, gastroenterology, Nuclear Medicine, orthopedics, physical therapy, and surgery are relatively underloaded.Moreover, from the scenario analysis, the result shows that additional specialized doctors in the fifteen areas are required so as toreduce the waiting time of patients by 54.41%. Therefore, the hospital is recommended to have a balanced workload distributionamong specialist doctors and increase the number of specialist doctors by one or two in the fifteen service areas

نویسندگان

Berhan Eshetie

Associate Professor, Institute of Technology, School of Mechanical and Industrial Engineering, Addis Ababa University, Addis Ababa, Ethiopia

Selam Yibeltal

M.Sc, Student, Institute of Technology, School of Mechanical and Industrial Engineering, Addis Ababa University, Addis Ababa, Ethiopia

Sisay Geremew

Assistant Professor, Institute of Technology, School of Mechanical and Industrial Engineering, Addis Ababa University, Addis Ababa, Ethiopia