Abstract:
The waiting time is a major challenge for government hospitals around the world,
particularly in developing countries, due to inefficient design and limited facilities. This
waiting time causes long queues, especially in service providing facilities. Hence,
queuing is considered a key performance indicator when evaluating the performance of
healthcare facilities. The outpatient department (OPD) is the main division of a hospital
that handles a large number of patients daily. This research aimed to provide solutions
for minimising waiting time in OPD premises through efficient planning and designing
strategies. This study applied the queuing theory for two case studies to analyse the
waiting time of the patients at the OPD. Hospital records and field observations were
used to gather data. Further solutions for minimising the waiting time were identified
using semi-structured interviews with hospital management and a questionnaire survey
with patients at OPD. Field observations revealed that there were long waiting queues
and long waiting times at the registration counter and the consultant rooms. Due to
increased demand for OPD services, unnecessary arrivals, a lack of resources, and
patients’ ignorance of OPD procedures were identified as causes of overcrowding.
Further, to minimise waiting time at the OPD, it should leverage the efficient designs
with properly placed inquiry counters, walkways, and directions; provide adequate
facilities such as a spacious waiting area, and restructuring should be implemented. The
findings of the research mark valuable insights into government hospitals, and the
proposed solutions will be useful for hospital management.
